Refund and Returns Policy

Every Rich Valley Candles product is hand-poured in small batches on our farm in Rich Valley, Alberta. We want you to love your order. If something isn’t right, please reach out and we’ll do our best to make it right.

Returns

We accept returns within 30 days of delivery on items that are:

• Unused and unburned
• In their original condition and packaging
• Accompanied by your order number or proof of purchase

To start a return, please contact us with your order number before sending anything back. We’ll reply with return instructions and our return address.

Items We Can’t Accept for Return

For safety and hygiene reasons, the following are final sale:

• Candles that have been lit or burned
• Wax melts that have been opened or used
• Custom orders and personalized items
• Gift baskets and bundles, unless they arrive damaged
• Items marked as final sale or clearance

Scent is personal, and we know a fragrance may not be what you expected. Because burned candles can’t be resold, we’re unable to offer returns on candles that have been used. If you’re unsure about a scent, feel free to message us before ordering and we’re happy to help you choose.

Damaged, Broken or Defective Items

We pack every order carefully, but accidents can happen in transit. If your order arrives damaged, broken or defective:

1. Contact us within 7 days of delivery.
2. Include your order number and photos of the item and the packaging.
3. Please keep the item and packaging until we’ve resolved your claim.

We’ll send a replacement or issue a full refund, including shipping, at no cost to you. You won’t need to return a broken item.

The Nature of Soy Candles

Soy wax is natural and every candle is hand-poured, so small variations are normal and are not considered defects. These include:

• Frosting: a white, crystal-like film on the wax surface or sides
• Wet spots: areas where the wax appears to pull away from the glass
• Slight differences in colour, surface texture or fragrance strength between batches

These don’t affect how your candle burns or smells.

Candles can also soften or melt if left in a hot mailbox or vehicle. If heat damage occurs in transit, please contact us and we’ll help.

Refunds

Once we receive and inspect your return, we’ll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card provider may take a few additional days to post the refund to your account.

Original shipping charges are non-refundable unless the return is due to our error or a damaged item.

Return Shipping

For change-of-mind returns, you are responsible for return shipping costs. We recommend using a trackable shipping service, as we can’t be responsible for returns lost in transit.

If the return is due to our error or a damaged or defective product, we’ll cover the cost.

Exchanges

The quickest way to exchange an item is to return the original for a refund and place a new order. For damaged or defective items, we’re happy to send a direct replacement.

Candle Safety

Please follow the safety instructions on each candle. Never leave a burning candle unattended, keep candles away from children, pets and anything flammable, and trim the wick to 1/4 inch before each burn. Rich Valley Candles is not responsible for damage or injury caused by improper use.

Questions?

We’re a small family business and real people read every message. Contact us any time and we’ll get back to you as soon as we can.