About Shen-Aura Candles

We Candle, You Shine

Returns, Refunds & Quality Guarantee

We want you to feel confident shopping with Shen Aura Candles. If something is not right with your order, please contact us at balance@shenauracandles.com so we can help.

Returns

We accept returns of eligible products within 30 days of delivery.

Items must be unused, unlit, unaltered, and in their original packaging. Candles, wickless pieces, wax sachets, and diffusers must not have been burned, warmed, melted, or used.

To request a return, email balance@shenauracandles.com with your order number and the items you wish to return. Please contact us before shipping anything back. We will provide return instructions and the return address.

Approved returns must be mailed within 14 days of receiving our return instructions. Please package your items securely; we recommend a tracked shipping service.

Return Shipping & Fees

For returns due to a change of mind or fragrance preference, the customer is responsible for purchasing the return shipping label and paying the return shipping costs.

We do not charge a restocking fee.

Original shipping charges are not refundable for these returns. If your order qualified for free shipping, we will not deduct the original outbound shipping cost from your product refund.

Refunds

After receiving and inspecting your return, we will notify you whether it has been approved.

For approved returns, we will issue a refund for the returned items, including applicable sales tax, to your original payment method within 7 calendar days of receiving the return.

PayPal, your payment provider, or your bank may take additional time to make the refunded funds available.

Exchanges

To choose a different item, please request a return for your eligible unused product and place a new order for the item you would like. Replacement orders are subject to availability and our regular shipping charges.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please email balance@shenauracandles.com promptly, preferably within 7 days of delivery. Include your order number and clear photos of the item and its packaging. For other quality concerns, contact us as soon as you discover the issue.

We will work with you to arrange a replacement at no additional cost or a refund for the affected item. If a return is necessary, we will provide a prepaid return label. Damaged items do not need to be returned unless we specifically request it.

The unused-item requirements for change-of-mind returns do not prevent you from contacting us about a product defect.

Cancellations

Please email us as soon as possible if you need to cancel an order. We accept cancellation requests within 12 hours of purchase, provided the order has not shipped and work on any custom or personalized items has not begun.

If your order has already shipped, our return policy applies.

Our Handcrafted Products

Each Shen Aura piece is individually handcrafted. Small variations in color, shape, finish, and decorative placement are part of its artisanal character.

These variations do not affect our commitment to helping you with damaged, defective, or incorrect products.

Purchases From Other Sellers

This policy applies to orders placed directly on shenauracandles.com. For purchases through Etsy or another retailer, please follow the return process and policy shown where you placed your order.

Supporting Our Heroes

We are proud to support those who serve. Active-duty military members and veterans receive 10% off products when shopping directly on our website.

Before placing your order, email balance@shenauracandles.com to request your single-use discount code and let us know that you are an active-duty service member or veteran. No photo ID is required. Enter your code at checkout before completing payment. The discount does not apply to shipping costs.

Thank you for your service.

ShenAura Candles ™

We Candle, You Shine

Contact Us

balance@shenauracandles.com

Handcrafted in Chattanooga, TN

Etsy

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