Pax Rosa

Refund & return policy

Shipping Once your order and payment is finalized, you'll receive a confirmation email. When your order has been shipped, typically within 3 business days, you will receive tracking details in an email. Please note that orders will not be mailed over the weekend or on U.S. federal holidays. Orders are packaged carefully so that your items will arrive in perfect condition. If something is damaged during shipping, please be assured that I want to fix this right away: contact me immediately. Shipping damage must be claimed within 48 hours of order receipt and pictures of the damage will be required for insurance purposes. Returning Unused items may be returned in its original packaging within 30 days from the order receipt for a full refund. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. To request a return, contact me and include your order number. Items returned to Pax Rosa without prior approval cannot be refunded. Please note that the customer will be responsible for shipping costs both ways. Upon return, your item will be inspected. A refund will be issued for the purchase price only provided there are no damages to the returned item: the product and all labeling must be in new condition. Exchanging Items To request an exchange, contact me and include your order number. Exchange requests must be sent within 48 hours of order receipt. Items returned to Pax Rosa for exchange without prior approval cannot be honored. Please note that the customer will be responsible for shipping costs both ways. Upon return, your item will be inspected. Your requested exchange item will be mailed to you at your cost provided there are no damages to the original item: the candle and all labeling must be in new condition. 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 Due to the handcrafted nature of the most of our products, exchanges are only accepted on a case by case basis. To request an exchange, contact me and include your order number. Exchange requests must be sent within 48 hours of order receipt. Items returned to Pax Rosa for exchange without prior approval cannot be honored. Please note that the customer will be responsible for shipping costs both ways. Upon return, your item will be inspected. Your requested exchange item will be mailed to you at your cost provided there are no damages to the original item: the candle and all labeling must be in new condition. 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 tasha@pax-rosa.com.