Cancellation & Refund Policy

Subscription Orders

By purchasing a subscription product from Grand Candles, you agree to the following terms:

• All subscription products are recurring and automatically renew based on the delivery frequency selected at checkout.
• Subscriptions may be canceled at any time by the customer through their account portal prior to the next billing date.
• Once a subscription renewal has been processed, the order is considered final and non-refundable.
• Subscription orders that have been processed, packed, or shipped cannot be canceled or refunded.
• Delivered subscription orders are not eligible for refunds, returns, or chargebacks, except in the case of damage during transit.

Customers are responsible for managing or canceling subscriptions prior to renewal. Failure to cancel before billing does not qualify for a refund.

Non-Subscription (One-Time) Purchases

Order Cancellations

• Orders may be canceled before shipment only.
• Once an order has shipped, it cannot be canceled.

Refunds & Returns (30-Day Policy)

We accept returns on eligible non-subscription, one-time purchases under the following conditions:

• Return requests must be submitted within 30 days of delivery.
• Items must be unused, unburned, unopened, and in original packaging.
• Due to the consumable and personal nature of candles and home fragrance products, used or opened items are not eligible for return or refund.
• Subscription products are not eligible for refunds or returns.

Return Process

• Customers must contact hello@grandcandles.com to request a return authorization before sending any items back.
• Unauthorized returns will not be accepted.
• Customers are responsible for return shipping costs unless the item arrived damaged or defective.

Damaged or Defective Items

• If an item arrives damaged or defective, customers must notify us within 48 hours of delivery and provide photo evidence.
• Approved damaged items will be replaced or refunded at our discretion.

Shipping & Delivery Confirmation

• Once an order is marked delivered by the carrier, it is considered fulfilled.
• Grand Candles is not responsible for lost or stolen packages after delivery confirmation.
• Customers are responsible for ensuring the shipping address is accurate at checkout.

Chargebacks & Disputes

• Customers agree to contact hello@grandcandles.com to resolve order concerns before initiating a chargeback.
• Chargebacks filed for delivered or fulfilled orders will be actively disputed with proof of delivery, subscription agreement, and policy acceptance.
• Filing a chargeback without prior communication may result in account restrictions or refusal of future service.

Contact Information

For cancellations, refunds, or subscription management:
📧 hello@grandcandles.com