Refund policy

Return and Refund Policy - Scented Candles

We understand that shopping online for scented candles can sometimes be tricky, as the sensory experience can vary from person to person. At Koku Scented Candles, we strive to provide high-quality products and exceptional customer service. However, if you are not completely satisfied with your purchase, we offer the following Return and Refund Policy to ensure a smooth and satisfactory shopping experience:

1. Returns

We accept returns within 14 days of the delivery date if the product is unused, in its original packaging, and in resalable condition. To initiate a return, please contact our customer support team at: sales@kokufragrances.com. They will guide you through the return process and provide you with a Return Authorization Number (RAN), which must be included with your returned item.

2. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If your return is approved, we will initiate a refund to your original method of payment (or issue store credit if preferred), within 10 days. Please note that the refund amount will exclude any shipping fees incurred during the initial purchase or return process.

3. Non-Returnable Items

For hygiene and safety reasons, certain items are non-returnable. This includes opened or used scented candles, personalized or custom-made candles, and products purchased on sale or during promotional events. We are unable to accept returns or offer refunds for these items unless they are damaged or defective upon arrival.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer support team within 48 hours of delivery. We may request supporting evidence such as photographs or a detailed description of the issue. Upon verification, we will provide you with a replacement or offer a refund, including any shipping fees incurred.

5. Return Shipping

Customers are responsible for return shipping costs, unless the item is damaged, defective, or if we made an error with your order. We highly recommend using a trackable shipping service and insuring the package, as we are not responsible for lost or damaged return shipments.

6. Exchanges

Currently, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process mentioned above and place a new order for the desired item.

We reserve the right to amend or modify this Return and Refund Policy at any time without prior notice. By making a purchase on www.kokufragrances.com, you acknowledge and agree to the terms outlined in this policy.

If you have any further questions or require assistance with a return or refund, please do not hesitate to contact our customer support team. We are here to help ensure your satisfaction with our products and services.

Thank you for choosing Koku Candles. Happy shopping!