- CHANGE OF HEART? HERE’S HOW TO RETURN WITH EASE
- Have 30 Days To Decide?
- WE’VE GOT YOU COVERED—HANDLING DAMAGED OR DEFECTIVE ITEMS
- What If My Candle Arrives Damaged?
- What If I Receive the Wrong Product?
- YOUR REFUND—SMOOTH, SIMPLE, AND STRESS-FREE
- How Does the Refund Process Work?
- How Long Does It Take to Get a Refund?
- RETURN SHIPPING—WE’LL HANDLE THE DETAILS
- Return Shipping—Is It Covered?
- How To Start Your Return
- NEED TO ADJUST YOUR ORDER? HERE’S HOW IT WORKS
- Can I Cancel Or Change My Order?
- YOUR PRIVACY MATTERS TO US
- How Do You Protect My Privacy?
- QUICK LINKS For more information, please visit:
At VELA NOVA, every product is boldly designed and crafted with you in mind. While we hope your purchase aligns with your unique journey, we understand that returns may sometimes be necessary. We’ve made our returns and refund process as effortless as possible, ensuring your experience remains seamless from start to finish.
Absolutely! We want you to feel great about your choice. That’s why you have 30 days from your purchase to start a return, whether you’ve had a change of heart or received a product that wasn’t quite right. Simply Contact Us, and we’ll take care of the details. Once we approve your return, you’ll have 7 days to send it back to us in its original condition—no stress, just a smooth and straightforward process.
For non-defective returns, items should be unused, in their original packaging, and as pristine as when they arrived.
Products purchased through a retailer: Please return these directly to the store where they were bought. Unfortunately, we can’t process returns for items purchased from other retailers, but their customer service teams are ready to assist you.
Custom orders and sale items: Due to the personalized nature and exclusivity of custom orders and sale items, these purchases are final and cannot be returned. Thank you for your understanding.
If your candle arrives damaged, we’ve got you covered. Reach out to our support team, and we’ll promptly send a replacement. There’s no need to worry about return shipping costs for damaged items—we’ll take care of everything.
We sincerely apologize if your order was incorrect. Contact our support team, and we’ll quickly send you the correct product at no extra cost. Return shipping for the incorrect item is on us.
Once your returned item is inspected, we’ll process your refund within 5-7 business days. Refunds will be issued back to your original payment method. We’ll keep you in the loop at every step, ensuring complete transparency. Please note, original shipping fees for non-defective items are non-refundable. Processing times may vary depending on your bank, but we’ll keep you updated.
Refund times depend on your payment method and bank processing speed, but we aim to complete the process as quickly as possible. Typically, it takes 5-7 business days once we’ve received your return. You’ll be notified along the way. For more details, see our FAQ.
Changed your mind? For non-defective items, return shipping will be deducted from your refund when we provide a label. You’ll always have full transparency on the costs.
Defective or damaged candle? If your candle arrives broken or defective, return shipping is on us, with no additional cost to you. Our team will ensure you’re taken care of every step of the way.
We’ve made it easy! Reach out to our dedicated VELA NOVA Support team with the following information, and we’ll handle the rest:
Your order number
Proof of purchase
Reason for return (include a photo or video if the item is defective)
Because we move quickly to get your order shipped, we’re unable to cancel or change orders once they’ve been placed. If your needs change, you can initiate a return once the product has been delivered. For more details, visit our Shipping & Delivery page.
When processing returns, we treat your personal data with care. Our privacy practices ensure your information stays secure and respected in compliance with GDPR, the California Consumer Privacy Act (CCPA), and other global data protection standards. We value your privacy as much as we value your satisfaction. For more information, visit our Privacy Policy.
