How We Handle Returns

Returns are accepted within 14 calendar days after delivery, based on the carrier’s tracking record. Any item may be returned if it is undamaged. Sets, bundles, and multipacks must be returned complete.

Contact us before sending anything back and wait for the return address and instructions. The customer is responsible for return shipping. All returns are inspected before approval.

This customer-paid return-shipping rule applies to standard returns. If an item arrived damaged, defective, or incorrect, follow the claim process below.

Items that have been burned, used, trimmed, altered, returned incomplete, or otherwise damaged by the customer cannot be returned.

This restriction does not apply to items that arrive damaged, defective, incorrect, or materially different from their description.

Eligible items may be exchanged for another available size, color, or style within 14 days. Replacements are shipped after we receive and inspect the original item and are subject to availability.

For exchanges:

• the customer pays return shipping when the exchange is based on preference, fit, size, color, or style;
• any price difference or additional shipping charge will be confirmed before shipment;
• if the requested item is unavailable, you may choose another eligible item or receive a refund; and
• Closterra covers return and replacement shipping when we sent an incorrect, damaged, or defective item.

If an item arrives damaged, defective, or different from what you ordered:

• Email info@closterra.com within 7 calendar days after delivery.
• Include your order number, a description of the issue, and clear photos of the item and packaging.
• Keep the item and packaging while we review the claim.
• After verification, we will provide an appropriate replacement or refund.

If a return is required, we will cover reasonable return shipping. The 7-day reporting period does not limit any longer period or remedy required by law.

Minor variations in beeswax shade, natural honey aroma, texture, finish, dimensions, and appearance are normal and are not defects.

Many Closterra tapers are intentionally thin or ultra-thin. If a candle matches its listed dimensions but does not fit a particular holder, it is treated as a standard fit return. This does not apply to damaged, unsafe, unusable, or materially misdescribed products.

• Preference-based returns: The customer pays return shipping.
• Incorrect, damaged, or defective items: Closterra covers reasonable return shipping.
• Shipping method: Use secure packaging and a trackable service. Closterra is not responsible for a return lost or damaged before reaching us.
• Original shipping charges: Standard shipping charges and paid expedited or express upgrades are non-refundable unless Closterra was at fault or applicable law requires otherwise.
• Orders that originally shipped free: We do not deduct standard outbound shipping solely because a return reduces the retained order subtotal below a free-shipping threshold.

Approved refunds are issued to the original payment method within 3–5 business days after receipt and inspection. They generally include the amount paid for the returned item, after discounts, plus applicable tax. Banks may need additional posting time.

A refund may be denied or reduced, where permitted by law, if the return is incomplete, used, altered, damaged after delivery, or otherwise ineligible.

Email info@closterra.com with the subject line:

Return Request #ORDERNUMBER

To submit your request:

• Include your order number.
• List the items you want to return or exchange.
• Explain the reason and whether you prefer a return or exchange.
• Include photos if the item is damaged, defective, or incorrect.
• Wait for the return address and instructions before shipping the item.

Do not use the address on the original shipping label unless instructed.

Contact us as soon as possible to change or cancel an order. We may be able to help before shipment but cannot guarantee changes once fulfillment begins.

If a package is returned because of an incorrect address, non-collection, or refused delivery, you may choose:

• Reshipment: Pay the new shipping charge and any carrier return-to-sender fee.
• Refund: Receive a refund for eligible merchandise, less non-refundable shipping and carrier return fees, where permitted by law.

Reshipping is free if Closterra or the carrier caused the return. Lost or missing packages are handled under our Shipping & Delivery Policy.

Returning a subscription order does not cancel future renewals. The subscription must be managed or canceled separately before its renewal deadline.

For purchases made through Etsy, Walmart, eBay, or another marketplace, request the return or exchange through that marketplace. Its deadlines and procedures may apply.

Closterra
Email: info@closterra.com