Refund policy
Our 30-Day Satisfaction Promise Summary
- Full refund or exchange – Try risk-free for 30 days
- No restocking fees – 100% of your money back
- Quality guarantee – Defective items? We cover return shipping
- Simple process – Email us and we'll guide you through
Our 30-Day Satisfaction Guarantee
We want you to love your Nagomi candles. If you're not completely satisfied, return them within 30 days for a full refund or exchange.
No questions asked.
How It Works
You Have 30 Days
Your satisfaction window begins the day your order is delivered. You have 30 full days to try our candles and decide if they're right for you.
Return Anything, Anytime (Within 30 Days)
Not the scent you expected? Doesn't fit your space? Changed your mind? That's completely fine.
Full Refund to Original Payment
We'll refund the full purchase price to your original payment method. Refunds typically process within 5-7 business days of receiving your return.
Return Process
Step 1: Contact Us
Email us at support@nagmicandles.com with:
- Your order number
- Which items you're returning
- Reason for return (helps us improve, but won't affect your refund)
Step 2: Ship It Back
Send items to:
Nagomi Candles
1341-B Sherman Drive
Longmont, CO 80501
Return shipping: You cover the cost of return shipping unless the product arrived damaged or defective.
Packaging: Please use original packaging if possible, but we understand if you don't have it.
Condition: We ask that candles be unused for hygiene reasons, but we'll work with you if there's a quality issue.
Step 3: Get Your Refund
Once we receive your return, we'll process your refund within 2-3 business days. You'll receive email confirmation when it's processed.
Damaged or Defective Items
Received something damaged in shipping or found a defect?
Contact us immediately at support@nagomicandles.com with photos. We'll send a replacement right away and provide a prepaid return label for the damaged item.
You shouldn't have to pay for our mistake or the carrier's error.
Exchanges
Want to try a different scent?
Let us know when you contact us about your return. We're happy to send an exchange instead of processing a refund. We'll ship your new item as soon as your return is on its way to us.
What We Ask
Unused Products
For hygiene and safety, we ask that candles be unused. We understand you may have lit it once to try the scent - that's fine. We just ask that the candle be in returnable condition.
Within 30 Days
Returns must be initiated within 30 days of delivery. We track delivery dates, so if you're close to the deadline, contact us and we'll work with you.
Original Packaging (Preferred)
If you have the original box and packaging, please use it. If not, just pack the candles securely to prevent damage in transit.
Exclusions
What's Not Covered:
Sale/Clearance Items: Items marked as final sale or clearance (we'll note this clearly at checkout)
Custom or Personalized Orders: Special orders made specifically for you (we'll confirm before producing)
Lost or Stolen Packages: Once USPS/UPS confirms delivery, we're not responsible for missing packages. Consider signature required or insurance for valuable orders.
The Fine Print
Refund Timing
Processing: 2-3 business days after we receive your return
Bank posting: 5-7 business days (varies by bank)
Total: Allow up to 10 business days from when we receive your return
Shipping Costs
Outbound shipping (our cost to ship to you) is non-refundable unless the product arrived damaged or defective.
Return shipping (your cost to ship back to us) is your responsibility unless we made an error or sent a defective product.
Partial Orders
If you're returning only part of your order, we'll refund just those items. If your order qualified for free shipping and your partial return brings the total below the free shipping threshold, we'll deduct the original shipping cost from your refund.
Questions?
Email: support@nagomicandles.com
Response time: Within 24 hours on business days
We're here to help. If you have any concerns about your order, product quality, or the return process, just reach out. We'll figure it out together.
Why We Offer This Guarantee
Our family makes candles with one principle: quality matters.
We hand-pour every candle in small batches. We use natural coconut apricot wax, phthalate-free oils, cotton wicks, and lead-free glass. We test everything. We stand behind everything.
If our candles don't meet your expectations, we want to make it right.
Our goal isn't just to sell you a candle - it's to earn your trust and, hopefully, become your candle source for years to come.
A generous return policy isn't a cost of doing business. It's a statement of confidence in what we make.
This policy applies to purchases made through nagomicandles.com. For wholesale or bulk orders, please contact us for specific terms.