Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns To be eligible for a return, your item must be in the same condition that you received it: unused, unlit, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Shipping Responsibility As a small, independent business, we strive to keep our luxury candles accessible. We are proud to offer Free Shipping on all orders over $50, which we cover out of our own pocket to provide you with the best value.

Because we absorb these initial costs, Surprise Elements does not provide prepaid return labels.

  • Customer Responsibility: The cost of return shipping is the responsibility of the customer for all orders, regardless of the order size or value.

  • Shipping Recommendations: We strongly recommend using a trackable shipping service (such as USPS, UPS, or FedEx). Surprise Elements is not responsible for returned packages that are lost or damaged in transit back to us.

  • Non-Refundable Costs: Please note that any original shipping fees paid at the time of purchase are non-refundable.

How to Start a Return To start a return, you can contact us at info@surpriselements.com. Please note that returns will need to be sent to the following address sent to your email.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues 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. For damaged items, please include a photo of the product and the packaging in your email.

Non-returnable Items Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

If more than 15 business days have passed since we’ve approved your return, please contact us at info@surpriselements.com.