Refund policy

Returns and Exchange Policy

At Toffee, we carefully prepare each order and want your candles to arrive safely and exactly as ordered. Please review our policy below before making a purchase.

All Sales Are Final

All sales are final. We do not accept returns or exchanges.

We do not accept returns or exchanges for:

Change of mind
Scent preference
Ordering the wrong product or size
Products that have been opened, used, or burned
Personal preference regarding fragrance strength

We encourage you to review product descriptions, candle sizes, scent notes, and other product information carefully before placing your order.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us at toffeegoods@gmail.com within 4 days of delivery.

Please include:

Your order number
A description of the issue
Clear photographs of the affected item
Photographs of the shipping packaging when applicable

Please keep the damaged product and its packaging until we have reviewed your request.

Once we review the information provided, we may offer a replacement or refund, depending on the circumstances and product availability.

Claims submitted more than 4 days after delivery may not be eligible for a replacement or refund.

Order Cancellations and Changes

If you need to cancel or change an order, please email toffeegoods@gmail.com as soon as possible after placing your order.

We cannot guarantee that an order can be changed or cancelled once it has entered processing, production, or fulfillment.

Once an order has shipped, it cannot be cancelled.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before completing your purchase.

If an order is returned to us or our fulfillment partner because the address provided was incorrect, incomplete, or undeliverable, additional shipping charges may be required before the order can be resent.

We are not responsible for orders delivered to an incorrect address provided by the customer at checkout.

Lost or Missing Packages

If your tracking information shows that your package was delivered but you cannot locate it, please first check:

Around your delivery location
With members of your household
With neighbors
With apartment or building management
With the shipping carrier

If you still cannot locate your package, contact us at toffeegoods@gmail.com with your order number and tracking information.

We will help review the available shipment information where reasonably possible.

A replacement or refund is not guaranteed for packages confirmed as delivered by the shipping carrier.

Shipping Delays

Shipping and delivery estimates are not guaranteed.

Once an order has been transferred to the shipping carrier, delays caused by weather, carrier disruptions, holidays, high shipping volume, or other circumstances outside Toffee's control do not qualify for an automatic refund.

Please contact us if you experience a significant delivery issue and we will assist where reasonably possible.

Refunds

If we approve a refund, it will be issued to your original payment method.

Please allow additional processing time for your bank, credit card company, or payment provider to post the refund to your account.

Original shipping charges are generally non-refundable unless the refund results from an error by Toffee or another circumstance where we determine that the shipping charge should also be refunded.