Refund policy
Our Refund & Return Policy
At Vela Turtle, every candle, wax melt, and accessory is handcrafted with love and care. Your satisfaction means the world to us, and we want you to feel completely confident in every purchase.
Return Window
We accept returns within 14 days of your delivery date. If 14 days have passed since your order arrived, we're unfortunately unable to offer a refund or exchange.
Condition Requirements
To be eligible for a return, your item must be:
- Unused and unlit — in the same condition you received it
- In its original packaging
- Accompanied by your receipt or proof of purchase
Non-Returnable Items
Because of the handmade and personal nature of our products, the following items cannot be returned:
- Personalized or custom orders
- Gift cards
- Sale items (unless they arrived damaged or defective)
- Any item that has been used, burned, or removed from its original packaging
Refund Process & Timeline
- Start your return by emailing us at marianadahbour@gmail.com with your order number and reason for return.
- Once we receive and inspect your item, we'll notify you by email.
- If approved, your refund will be processed to your original payment method within 5–7 business days.
💛 Please note: shipping costs are non-refundable. If you received free shipping on your order, the cost of return shipping is the responsibility of the customer.
Exchanges
We happily accept exchanges for items that are damaged, defective, or incorrect. If you need to swap an item, reach out to us at marianadahbour@gmail.com and we'll make it right.
Damaged or Defective Items
If your order arrived damaged, please contact us within 7 days of delivery with a photo of the damage. We'll send a full refund!
Questions?
We're always here to help! Reach out at marianadahbour@gmail.com or through our website. We're a small, handmade business and we truly appreciate your support.
