Refund policy

We have a 30-day return policy, which means you have 30 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@kapulashop.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 orders@kapulashop.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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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 orders@kapulashop.com.

If you change your mind and no longer want the candle/s purchased by the time you receive your order, you may return them in their new, unopened condition within seven days of delivery for a different candle or candles, or refund. This excludes all courier costs incurred.

Gift vouchers, as well as custom orders made to your specifications, are not returnable / refundable.

Incorrect candle delivered / candle arrives damaged: If your order or part thereof arrives damaged, please contact us within seven days with photos of the external packaging, internal packaging, and the damaged item/s. If this effectively shows the damage, we’ll arrange a replacement or full refund – whichever you prefer.

If items need to be returned to us it must be packed, in its original packaging, in another box with sufficient protective packaging so that it can travel safely back to us. If the returning product has not been packed properly and gets damaged, we cannot give you a refund. It is your responsibility to package the item correctly.

Refunds are processed within 2 working days of the returned items arriving at our premises. 2working days.

Due to banking timelines, EFT refunds can take up to three working days to reflect in your account once processed, while credit card refunds can take up to 14 working days once processed. 

Replacements will be sent within seven working days of the returned items arriving at our premises.

We strive for total customer satisfaction. We respect your rights and always try to do what is right, morally and legally. If you are not satisfied with any of our goods, or have any questions, please contact us and have your order details ready. We will do our utmost to solve the problem.

Should you wish make a return, please contact us at sales@kapula.com.