Return/Refund Policy

Cloud Nine Candles takes great pride in ensuring you are pleased with any order you place with us. While we take great care in packaging your candles, there will be times when they might get damage in transit. 

Returns

We have a 7-day return policy only if your item is received damaged, which means you have 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 and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Customercare@Cloud9scents.com. 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. There will be an $8 return shipping label fee. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Customercare@Cloud9scents.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
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Unfortunately, we cannot accept exchanges unless the item is damaged in transit.

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. Please remember it can take some time for your bank or credit card company to process and post the refund.