At The Holders Hubs, we take great pride in the heart and hand-poured craft that goes into every candle. Because our products are handmade and delicate, we have established the following policy regarding returns and refunds.
1. Returns & Exchanges
Due to the nature of our products, all sales are final. * We do not accept returns or exchanges for “change of mind” or if you do not care for a specific scent.
- To help you choose the right fragrance, we provide detailed scent profiles for every candle in our shop.
2. Damaged or Defective Items
We pack our candles with extreme care, but we understand that glass and ceramic can be fragile during transit. If your order arrives damaged:
- Report within 48 hours: You must email us at [Your Email] within 48 hours of the delivery date shown on your tracking information.
- Provide Proof: Please include your order number and clear photos of the damaged product and the shipping packaging.
- Resolution: Once verified, we will send a replacement of the same item at no cost to you. If the item is out of stock, we will issue a full refund to your original payment method.
3. Incorrect Orders
If we accidentally sent you the wrong “Hub” or scent, we want to fix it! Please contact us immediately. We will send the correct item and may provide a return label for the incorrect one.
4. Lost or Stolen Packages
The Holders Hubs is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.
- Please ensure your shipping address is a secure location.
- If your tracking says “Delivered” but you haven’t received it, please contact the carrier (UPS/USPS/FedEx) directly to file a claim.
5. Cancellations
We process orders quickly to get your candles to you as fast as possible. If you need to cancel an order, please email us within 2 Days of purchase. Once an order has been shipped, it can no longer be cancelled.