Refunds & Returns Policy

Refund Policy

At Potter Wicks™, we are committed to providing beautifully crafted candles that meet and exceed your expectations. Please review our return and refund policy below to understand your options should an issue arise with your order.

1. Returns, We accept returns under the following conditions: Return requests must be submitted within 7 calendar days of receiving your order. Items must be unused, in their original condition, and include all original packaging and tags. Return shipping costs are the customer's responsibility. You must purchase and print your own return label. We do not accept returns for: Customer errors (e.g., selecting the wrong quantity) Change of mind after placing the order Personalized or final sale items **Please understand that we do not accept returns or exchanges due to customer order errors (such as choosing the wrong quantity), so we kindly encourage all customers to carefully review their order details before completing a purchase. We appreciate your understanding. To initiate a return, email us at potterwicksstore@gmail.com within the 7-day window. 

2. Damaged or Defective Items, If your item arrives damaged or defective: Contact us at potterwicksstore@gmail.com within 2 days of delivery. Include clear photo or video evidence of the issue. If approved, we will send a replacement of the same item. Please note: We do not replace items damaged due to misuse, accidents, or improper handling. Items reported after 2 days from delivery are not eligible for replacement or refund. 

3. Order Cancellations, Orders may be canceled within 12 hours of purchase. After 12 hours, your order begins processing and cannot be canceled or changed. Cancellations within the 12-hour window are subject to a 30% cancellation fee to cover processing and administrative costs.

4. Shipping Issues, Once your order is shipped, Potter Wicks™. is not responsible for: Shipping delays caused by the carrier lost, stolen, or misdelivered packages marked as “Delivered” Orders shipped to an incorrectly entered address If your package is lost in transit and not marked as delivered, please contact us — we will assist in investigating and may offer a replacement at our discretion. 

5. Incorrect Shipping Address, Please double-check your shipping address before submitting your order. If you need to correct an address, contact us within 12 hours of placing your order at potterwicksstore@gmail.com. We are not responsible for orders shipped to incorrect addresses entered by the customer. 

6. Refunds, Refunds are issued under the following conditions: You returned the item within 4 days and it passed inspection. Refunds will not be issued for items reported as defective or damaged more than 4 days after delivery. Refunds will be issued to your original payment method. Please allow 7–14 business days for the refund to appear on your account, depending on your bank or payment provider.
 
 7. Contact Us, To initiate a return, report a problem, or ask a question, contact us at:
 📧 Email: potterwicksstore@gmail.com We're here to help!