Refund policy

We have a 14-day return policy, which means you have 14 days from the date of purchase to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. For approved returns that meet our policy requirements, a refund will be issued within 30 days of us receiving the returned item.   

To start a return, you can contact us at contact.us@vosk.us. If your return is accepted, we’ll provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact.us@vosk.us.

Shipping costs are non-refundable. If you receive a refund, the original shipping fee (if any) will be deducted from your total refund amount.

The customer is responsible for shipping costs. If an item is returned to us in a non-re-sellable condition, it will be returned to you at your cost. 

Please note that all returns are subject to a $9.90 restocking fee, which will be deducted from your refund.

Customers are responsible for ensuring the item is returned in its original condition. We strongly recommend carefully packaging the product to prevent damage during return shipping. Any damage incurred during transit may affect your eligibility for a refund.

Damages and issues

If you receive an item that is damaged, all issues must be reported within 3 days of receiving your item, and you will be eligible for a refund or replacement.

Color & Finish 

Because our candles are handmade, slight variations in color, tone, and finish are normal and expected. Colors may also appear different depending on screen settings, lighting, and monitor/phone displays. We do our best to photograph items accurately, but we can’t guarantee an exact color match.

Size, Weight & Dimensions

All measurements are approximate. Since each candle is hand-poured and finished by hand, slight variations in height/width, details, and weight can happen from piece to piece. These natural variations are part of the handmade process and do not indicate a defect.

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.

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 using your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

Orders cannot be canceled once they have been paid for. Please review your order carefully before completing your purchase..

We do not provide refunds for shipped orders, including cases where the transaction is subsequently disputed as unauthorized. It is the cardholder's responsibility to ensure that all purchases made on this website are authorized.

Any concerns or disputes regarding an order must be submitted in writing within three (3) calendar days of the purchase date. Failure to notify us within this time frame may result in forfeiture of any right to dispute the transaction or request a refund.

We reserve the right to decline refund or chargeback claims that do not meet the above criteria.

Final Sale Items

All sale and clearance items are final sale. No exchange or store credit is given. Flash sale promotions are the final sale. 

Wrong address

We understand that mistakes can happen. If an order is returned to us due to an incorrect or incomplete address (such as a missing apartment number), we will contact you to confirm the correct shipping information. Please note that since we provide free shipping on all website orders, a reshipping fee of $15.00 will apply to resend the package.