Refund policy

Returns Policy

We want you to be happy with the products you purchase from us and your shopping experience with us.

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 have mistakenly purchased the wrong product you can cancel your order at any time before your order is packed for dispatch. However, once we have packed your order for dispatch, it cannot be cancelled. To request a cancellation, please contact us on ritapalmacandles@gmail.com or via the Website.

We will gladly accept a return of your products provided:

• you contact us within 30 days of dispatch of the products; and
• the products are returned in original condition, unopened and sealed (unless the products are faulty).

Please note once the 30 day period has passed, we will not accept any return of products.

If you are returning the products because:

• you changed your mind, we will be delighted to offer you with an exchange up to the value of the products;
• you received incorrect products, we will at our option, either replace the incorrect product with the products your ordered or we will refund you;
• you received faulty or damaged products, we will at our option, either provide you with a replacement or we will refund you.

We take care in packaging all orders securely, however, occasionally boxes may be damaged while in transit, we do not offer refunds or replacements on products if only its packaging is damaged.

Unless we reasonably determine the product is being returned due to our error or product fault:

• you are responsible for any shipping charges on returned products; and
• we will not refund you the delivery fee originally paid.

You must ensure you obtain proof of postage and tracking to cover the unlikely event that the parcel is not returned to us.

To request a refund, please contact Rita Palma Candles at ritapalmacandles@gmail.com and quote the date of purchase, your order number including your name and surname as well as the address the items was shipped at.  Once your email has been received and refund approved, a return address will be provided. Items sent back to us without first requesting a return will not be accepted.  

We will assess all claims individually and if we approve your return for a refund, we will credit the purchase price for that product using the original form of payment used to make the purchase. Please remember it can take some time for your bank or credit card company to process the refund or for an item to be posted.