Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. If the items aren’t in a condition suitable for resale, we may not accept the return.
If you decide to return an item(s) to ROWA, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to ROWA. Please note that this amount will be subtracted from your merchandise refund.
We hope you’re happy with your order! If you need to return any eligible items, just follow the steps below to send them back to us.
STEP 1
To start a return, you can contact us at info@rowacandles.com. Please note that returns will need to be sent to the following address;
Attn: Returns Order #____________
24307 Magic Mountain Pkwy
Suite 510, Valencia, CA 91355-3402
STEP 2
If you decide to return an item(s) to ROWA, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to ROWA. Please note that this amount will be subtracted from your merchandise refund.
STEP 3
Once we have processed your returns, our customer service will contact you by e-mail. Your payment for the goods will be refunded by ROWA as soon as possible by the original payment method, no later than 15 days after we have received the goods (provided that you have returned the goods to us within 15 working days of delivery to you or you notifying us of cancellation)
You can always contact us for any return question at info@rowacandles.com.
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. Please ensure you receive proof of postage or delivery. We are responsible for your parcel only once it has been received by us. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, custom 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, unworn or unused, with tags, 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@rowacandles.com.