Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return or exchange your item must be in the same condition that you received it and unlit. The cost to ship the product back to The Palm Candle Co. is the responsibility of the customer. We are not responsible if the customer does not pack the product properly and is damaged during the return shipping.The Palm Candle Company is not responsible for lost items, please retain your tracking number.

To start a return, you can contact us at info@thepalmcandleco.com. Please note that returns will need to be sent to the following address: 

12 Ferman Drive, Guelph, Ont., N1H7E1

You can always contact us for any return question at info@thepalmcandleco.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you received your order damaged please contact customer service and supply us with the order number, photos of the damaged product and photos of the packaging it arrived in. Damages must be reported within seven days of receiving your shipment. Once reviewed, a replacement will be sent.

Exceptions / non-returnable items
The candle or candles must be in the same condition as they were received and unlit.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thepalmcandleco.com.