Refund policy

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

Regular returns: unused, unopened, original packaging.
Damaged/defective items: separate review process, photos required, keep item and 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 per candle, which will be deducted from your refund. Restocking fees do not apply to approved damaged, defective, or incorrect item claims.

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

Please inspect your order upon delivery and contact us within 2 calendar days of receiving your item if the item is damaged, defective, or if you received the wrong item.

To review a damage claim, we may require clear photos of the damaged item, the shipping box, the inner packaging, and the shipping label. Please keep the damaged item and all original packaging while the claim is being reviewed.

VOSK is not responsible for lost, stolen, or damaged packages caused by the shipping carrier after the order has been transferred to the carrier. However, we will review each reported issue and may, at our discretion, offer a replacement, refund, store credit, or assistance with a carrier claim.

Refunds or replacements are not guaranteed and may require return of the damaged item and original packaging for inspection.

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, Burn Time

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

Estimated burn times are based on proper candle use and may vary depending on burning conditions, placement, wick trimming, airflow, room temperature, and other factors. A candle listed with “up to 100 hours” or “up to 50 hours” of burn time means an approximate maximum burn time under proper burning conditions. Actual burn time may vary.

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 has been 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 two (2) calendar days of the delivery 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.