At By The Pines, we strive to provide you with high-quality, handcrafted candles and wax melts that you'll love. We understand that sometimes, things don't go as planned, and we want to make our return process as smooth as possible.

Damaged or Defective Items:

If your candle arrives damaged during shipping or has a manufacturing defect, please contact us within 7 days of receiving your order.

Provide us with your order number, a description of the damage or defect, and clear photos.

We will gladly offer a replacement or a full refund, including any shipping costs.

We will provide a return shipping label for damaged or defective items.

Incorrect Items:

If you receive an incorrect item, please contact us within 7 days of receiving your order.

Provide your order number and details of the incorrect item.

We will arrange for the correct item to be shipped to you or offer a full refund, including any shipping costs.

We will provide a return shipping label for incorrect items.

Change of Mind (Unused Items):

We accept returns for unused and undamaged candles within 14 days of delivery.

The candle must be in its original packaging and in resalable condition.

Customers are responsible for return shipping costs for change-of-mind returns.

Once we receive and inspect the returned item, we will issue a refund for the product price, excluding the original shipping costs.

Please package the candle very well, as we cannot refund broken returns.

How to Initiate a Return:

Contact Us: Email us at infobythepines@gmail.com with your order number and the reason for your return.

Provide Information: Include clear photos of any damage or defects, if applicable.

Await Instructions: We will provide you with return instructions and a return shipping label if necessary.

Package Your Return: Securely package the candle in its original packaging or similar protective packaging.

Ship Your Return: Ship the package using the provided label or your preferred shipping method.

Refund or Replacement: Once we receive and inspect your return, we will process your refund or replacement.

Refund Processing:

Refunds will be processed to the original payment method within 5-7 Business days of receiving the returned item.

Please allow additional time for your bank or credit card company to process the refund.  

Exchanges:

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order.  

Contact Information:

Email: infobythepines@gmail.com

Important Notes:

We reserve the right to refuse returns that do not comply with our policy.

This policy is subject to change without notice.