Our Candles are made with a pure soy-coconut wax blend, which is naturally sensitive to temperature changes. This means minor variations such as frosting, small cracks or wet spots can occur when exposed to heat or cold during shipping. These cosmetic variations do not alter the performance of the candle and are not considered defective in any way and are excluded from our refund/return policy.
To protect your purchase, please retrieve it promptly after delivery. Extended exposure to outdoor temperatures may cause melting or cracking damage that we cannot guarantee or replace.

We want you to love your products. If something seems wrong, contact us within 5 days of your delivery. We will review each case taking into account the following:

• Whether the product was retrieved in a timely manner
• If the issue is related to a manufacturing defect
• Whether the product has been altered (digging out wicks, scraping or pouring out wax)
• If improper burning practices led to the defect (under burning or over burning times, wick trimming and candle care/storage)

When due diligence was practiced by the customer, we will do our best to offer a solution or replacement/refund.

We stand fully behind our products but sometimes things can go wrong. The following are considered defects and may be eligible for a replacement:

• Floating wicks (detached during burning only as long as it was not passed the recommended burn time), wicks that will not light or stay lit (wood specifically especially at initial candle lighting and candle life).
• Cracked or damaged containers (candle vessels)

To keep our small business sustainable, we cannot offer refunds or replacements for the following:

• Damage caused by leaving packages out in extreme temperatures
• Normal cosmetic variations like frosting, wet spots or surface texture changes
• Personal Preferences: color changes in wax after being burned, scent throw etc.
• Improper Candle burning (wicks not trimmed appropriately, length of burn too long at one time (max 3-4 hrs for our vessels) or too little causing tunneling (the candle tops need to melt fully before snuffing out), not stopping your burn within 1/4 inch of the end of candle life could cause significant vessel issues (over heating, cracking or popping) increasing fire risk.
• 25% or more of the candle has been burned

Email info@soyonut.ca with the following:

• Your name and order #
• A description of the issue
• Clear photos outlining your issue

We will respond as soon as possible and guide you through the next steps to complete your return if applicable.