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Returns and Refunds

At Genesis Harmony, we want you to love your sculptural candles as much as we do. However, if for any reason you are not fully satisfied with your purchase, we offer a simple and straightforward returns and refunds process. Please read the following policies carefully to ensure a smooth experience.

1. Eligibility for Returns

  • Timeframe: You may return items within 30 days of receiving your order for a full refund or exchange. Returns outside of this period will not be accepted.
  • Condition of Products: To be eligible for a return, the product must be in new, unused condition, with all original packaging, tags, and labels intact. Any item that shows signs of wear, use, or damage will not be accepted for return or refund.
  • Non-Returnable Items: The following items are not eligible for return:
    • Custom or personalized products
    • Gift cards
    • Items marked as final sale

2. Return Process

  • Initiating a Return: To begin the return process, please contact our customer service team at info@genesisharmony.com with your order number and reason for return. We will provide you with return instructions, including the address to send your items to.
  • Shipping Costs:
    • If the return is due to a defect or error on our part (such as receiving the wrong product), we will cover the return shipping costs.
    • For all other returns, you are responsible for the cost of return shipping.
  • Return Shipping Label: Once your return is approved, you will receive a prepaid shipping label via email. Please securely package your item and affix the return label before sending it back.

3. Refunds

  • Inspection and Approval: Once we receive your returned item, it will be inspected to ensure it meets our return criteria. If the product is approved, we will process your refund.
  • Refund Method: Refunds will be credited to the original payment method used for the purchase. Please allow 7-10 business days for the refund to appear in your account, depending on your payment provider.
  • Non-Refundable Fees: Please note that original shipping fees are non-refundable unless the return is due to an error on our part.
  • Partial Refunds: In certain situations, only partial refunds may be granted (e.g., if the product is returned with obvious signs of use or is damaged in a way that is not due to our error).

4. Exchanges

  • Product Exchanges: If you wish to exchange a product for a different item, color, or style, please initiate the return process and specify that you would like an exchange. Once we receive and inspect the returned item, we will send the replacement product. Exchange items are subject to product availability.
  • Shipping for Exchanges: We will cover the shipping cost for the first exchange. Any additional exchanges on the same order will incur shipping fees.

5. Damaged or Defective Items

  • Damaged on Arrival: If your order arrives damaged or defective, please contact us within 48 hours of receiving the item at info@genesisharmony.com. Include your order number and photos of the damage or defect. We will arrange for a replacement or full refund, including any shipping fees.
  • Defective Items: If you believe your product has a manufacturing defect, please contact us immediately. We stand by the quality of our candles and will offer a replacement or refund for any defective item.

6. Cancellations

  • Order Cancellations: You can cancel your order within 24 hours of placing it for a full refund. After this time, we may not be able to stop the shipment, but you can return the item once it arrives.

7. Late or Missing Refunds

  • Refund Processing Time: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before the refund is officially posted.
  • Still No Refund?: If you’ve done all of this and still have not received your refund, please contact us at info@genesisharmony.com, and we will investigate the issue further.