Refund policy

We want you to love your custom CNDL! We know that shopping for fragrances online can be challenging, so if you would like recommendations or have any questions before purchasing your candle, please contact info@customcndl.com or connect with us on Instagram, @customcndl.  

To be eligible for a return, your item must be unused and in the same condition that you received it. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@customcndl.com. Please note that returns must be initiated within 30 days of your original purchase and will need to be sent to the following address: PO Box 8, South Park, PA 15129. 

If your return is accepted, we’ll send you a return shipping label, as well as 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 question at info@customcndl.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.

Exceptions / non-returnable items 

Custom products (such as special orders or personalized items) cannot be returned. 

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@customcndl.com.