Refund Policy
Final Sales and Non-Returnable Items
At TerA Candles, all products are handcrafted in small batches and may naturally vary in color, design, fragrance intensity, and appearance. These variations are inherent to handmade products and are not considered defects.
In accordance with applicable California consumer protection laws, all sales are generally final. For reasons of quality control, safety, and hygiene, we do not accept returns, exchanges, or refunds for products that have been used, burned, melted, opened, altered, damaged after delivery, or purchased based on a change of mind, personal preference, or dissatisfaction with fragrance, color variations, or appearance. Customized, personalized, made-to-order items, gift cards, and promotional items are also non-refundable and non-returnable.
Nothing in this policy is intended to waive any rights that customers may have under applicable California law regarding products that are defective, damaged upon arrival, materially different from what was ordered, or not delivered as purchased.
Damaged, Defective, Incorrect, or Missing Orders
Customer satisfaction is important to us. If your order arrives damaged during transit, contains defective merchandise, includes incorrect items, or is missing items that were purchased, you may be eligible for a replacement, store credit, partial refund, or full refund, as determined by TerA Candles in its reasonable discretion.
To initiate a claim, you must contact us within seven (7) calendar days of the delivery date and provide your full name, order number, a detailed description of the issue, and clear photographs of the product, packaging, and shipping label. Failure to notify us within this timeframe may result in the denial of your claim.
TerA Candles reserves the right to request additional information and to investigate all claims before determining an appropriate resolution. Approved refunds will be issued to the original payment method and generally processed within five (5) to ten (10) business days, although financial institutions may require additional time to post the transaction. Where inventory permits, we may elect to provide a replacement product instead of a refund.
Shipping, Disputes, and Policy Changes
Original shipping charges are generally non-refundable unless the refund results from our error, a defective product, or a product that arrived damaged during shipment. Customers are solely responsible for providing complete and accurate shipping information. Orders returned or delayed due to an incorrect or incomplete address supplied by the customer may be subject to additional shipping fees.
Once an order has been transferred to the shipping carrier and marked as delivered, TerA Candles is not responsible for delays caused by the carrier or for packages that are lost, stolen, or misdelivered after delivery confirmation. If you experience an issue with your order, we encourage you to contact us directly before initiating a chargeback or payment dispute so that we may attempt to resolve the matter promptly and in good faith.
TerA Candles reserves the right to amend or update this Refund Policy at any time to comply with changes in business practices or applicable law. Any modifications become effective immediately upon posting to our website. Continued use of our website and services following the posting of changes constitutes acceptance of the revised Refund Policy.
This Refund Policy is governed by the laws of the State of California and shall be interpreted in accordance with applicable California consumer protection laws.
Effective Date: July 1, 2026