Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Refunds or returns are only available if an item is damaged or broken during shipping or if an item is deemed defective. 

To be eligible for a return or refund, please send a picture of the defective or broken item to hello@reynacandles.com with your order number and the reason for return or refund.

To start a return or refund, you can contact us at hello@reynacandles.com. Please note that at Reyna, we want this process to be easy for you, so we do not require our customers to do anything but let us know the issue and to send us a visual of the product needing a return or refund.

If your return is accepted, we will replace your item free of charge, no need to ship us the defective or broken item.

You can always contact us for any return question at hello@reynacandles.com.

Damages and issues
Please inspect your order upon receipt 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 such as custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

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

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 hello@reynacandles.com.