Return and Refund Policy

At Candle Cocoa & Co., we are committed to ensuring the satisfaction of our customers. Due to the nature of our handcrafted and personal care products, returns are limited to specific circumstances outlined below.

1. Returns Eligibility

We accept returns or exchanges only in the following cases:

The item received is damaged, defective, or incorrect
You notify us within 7 calendar days of receiving your order
The product is unused, in its original packaging, and accompanied by proof of purchase

Please note: Returns for reasons such as change of mind, scent preferences, or general dissatisfaction without product defect are not eligible.

2. How to Request a Return or Refund

To initiate a return or refund request, please contact us at:

Email: hello@candlecocoa.co
Include your order number, a clear description of the issue, and photographs showing the condition of the product and packaging.

Our team will respond within 2–3 business days to assist you.

3. Refunds

Once your return is approved:

A replacement product may be shipped at no additional cost, or
A refund will be issued to your original method of payment.

Refunds may take 5–10 business days to reflect in your account, depending on your bank or card issuer.

4. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following:

Used candles or skincare items
Opened essential oils or body care products
Custom or limited-edition orders
Gift cards

5. Damaged or Lost Packages

If your order arrives visibly damaged or does not arrive at all, please contact us immediately. While we are not responsible for courier-related issues, we will work with you and the shipping provider to resolve the issue as swiftly as possible.

6. Exchanges

Exchanges are processed under the same conditions as returns. If a replacement item is available, it will be dispatched once the original product has been inspected and approved.

Candle Cocoa & Co. reserves the right to amend this policy at any time without prior notice.

For questions or assistance, please contact our customer support at hello@candlecocoa.co.