Exchange and Return Policy

At AuraBerry, we are dedicated to creating high-quality candles, crafted with care in Portugal. However, we understand that there may be situations where you need to return or exchange a candle purchased from our online store. To facilitate this process, please follow the detailed instructions below.

Returns

Returns may occur primarily for two reasons: quality issues or incorrect shipments. If there is a problem with the quality of the candle, or if the product sent is different from what was ordered, you must send an email to auraberrycandles@gmail.com, mentioning the order number and explaining the situation. This request must be made within 14 days of receiving the product. After receiving our confirmation, you may proceed with returning the product, using the original packaging and including all components. If the error is on our part, we will cover the shipping costs.

For other return situations, the procedure is similar. However, the cost of shipping will be the customer's responsibility. After the return, we will inspect the candles and initiate the refund process, which will be made according to the payment method used in the purchase. It is important that the candles are intact, complete, and in the original packaging. Unauthorized returns may be refused or subject to a 10% deduction of the candle's value.

Exchanges

Exchanges can be requested either when you want to replace a defective or damaged candle with an identical one or when you prefer to exchange it for a different candle. To start the process, send an email to auraberrycandles@gmail.com within 14 days of receipt, mentioning the order number and the reasons for the exchange. If you choose a different candle, the customer will bear the shipping costs unless the problem was caused by AuraBerry. If the customer opts for a candle that costs more than the one they wish to exchange, the price difference will be the customer’s responsibility. Exchanges will be made by mail.

Cancellations

If you need to cancel an order, this can only be done if the order has not yet been shipped. If the order has already been sent, you will need to follow the return process. To cancel, simply notify AuraBerry in writing, via email at auraberrycandles@gmail.com. If the cancellation is confirmed before shipping, we will process the refund using the same payment method used for the purchase.

Right of Withdrawal

You have the right to return your purchase without additional costs, apart from the cost of returning the candles, and without the need to provide a reason, as long as you do so within 14 days from the date of receipt of the product. To exercise the right of withdrawal, simply send an email to auraberrycandles@gmail.com, mentioning the order details and your intention to withdraw from the contract. Returned candles must be in the same condition as received, including the original packaging. Customized products (Custom Candles/Scented Candles) are not eligible for returns, as they were made exclusively for the customer, and therefore AuraBerry does not cover expenses in these cases.

Required Documentation

To complete the return or exchange process, it is necessary to include the purchase invoice and payment receipt. The refund for the candles and delivery costs (in cases where the cost is borne by AuraBerry) will be made within 14 days after we receive the withdrawal notification.

Gifts

If the candle was received as a gift, it can only be exchanged with the presentation of the corresponding gift receipt.

International Returns

For orders delivered abroad, returns follow the same conditions described above.