HOUSE POLICIES

RETURNS POLICY

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We are proud of the quality in which we hand craft our products and the work we’ve taken to source the ingredients that go in to them. We hope that you will be completely satisfied with your purchase. Because of the various products and customization options afforded to you, our return policy will vary for each type of product and the circumstances in which a return is accepted.

 

Please review these policies BEFORE making your purchase. We will give thoughtful consideration to every request we receive. For more information about any of our return policies, please feel free to call us or click here to email us.

 

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GIFT CARDS/GIFT CERTIFICATES

Gift cards and gift certificates are not returnable and have no cash value.    

 

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PILLAR & VOTIVE CANDLES

Unscented & Natural Color (No dye or fragrance)
Within 30 days of the item’s shipment date (or purchase date if made in-person), if you are unsatisfied with your natural & unscented pillar or votive, we will provide a total merchandising refund or equivalent store credit. Original shipping and handling fees, however, are non-refundable in this case. If you’re outside of our area and need to mail the items to return it, you will be responsible for paying for your own shipping costs to return the item.

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Before the 30 days, make your return request by accessing our form. You will be asked a few questions regarding the return, then asked to include a [clear] picture of your original sales receipt and picture(s) of the item(s) you’re returning. Once your request is processed and approved, you will be provided a Return Authorization Number (RAN) and mailing instructions. Write the RAN number on a copy of your original sales receipt and include it in the package with the item you're mailing it back to us. Once we receive the item(s) and verified it’s condition, we will begin the process of issuing a merchandising refund or store credit. Refunds will issued by way of the original purchasing method. It typically show up on your bank statements within 1-2 weeks. If you are seeking a refund and your return is NOT accompanied by a receipt, only a store credit will be issued at the current item’s selling price. After this process is complete, you will be sent a confirmation e-mail. 

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Click here to access our returns form to start a return. If you have additional questions about the return process, click here to reach out to a member of our team. 

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Customized & Personalized
All customized and personalized pillars are non-returnable, unless damaged or defective. Click here to see applicable rules under Damaged or Defective Items. We strongly encourage you to carefully review your order BEFORE submitting it for production.  You may also contact us if you are unsure about any of the options before ordering. We will happily work with you on creating your perfect candle. Once your customized or personalized item is produced, they are considered a final sale and cannot be returned or exchanged. 

 

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DIFFUSERS (REED & CAR)

Within 30 days of the shipment date or purchase date if made in-person, if you are unsatisfied with your car or reed diffusers, we will provide a total merchandising refund by way of the method in which it was purchased or a store credit. Shipping and handling fees, however, are non-refundable in this case. If you ordered online, you will be responsible for paying for your own shipping costs for returning your item.  

 

Before the 30 days, make your return request by accessing our form. You will be asked a few questions regarding the return, then asked to include a [clear] picture of your original sales receipt and picture(s) of the item(s) you’re returning. Once your request is processed and approved, you will be provided a Return Authorization Number (RAN) and mailing instructions. Write the RAN number on a copy of your original sales receipt and include it in the package with the item you're mailing it back to us. Once we receive the item(s) and verified it’s condition, we will begin the process of issuing a merchandising refund or store credit. Refunds will issued by way of the original purchasing method. It typically show up on your bank statements within 1-2 weeks. If you are seeking a refund and your return is NOT accompanied by a receipt, only a store credit will be issued at the current item’s selling price. After this process is complete, you will be sent a confirmation e-mail. 

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Click here to access our returns form to start a return. If you have additional questions about the return process, click here to reach out to a member of our team. 

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DAMAGED OR DEFECTIVE ITEMS

If any item you’ve received is damaged or defective, please let us know immediately so we can start the process of replacing it for you. Within 30 days of the shipping date (or purchase date of an in-person sale), we will accept returns of any damaged or defective item, with the exception of clearance items.  We will replace the defective/damaged item or if approved by Kith House, issue a full refund if accompanied with the original store receipt.  Requests made after 30 days, is subject to a refund only in the form of merchandise store credit. 

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We ask that you do not attempt to use the item once you realize it is damaged/defective and take pictures of it immediately. In addition, keep the original packaging as you will need it to mail the item back to us, if eligible. 

 

Make your return request by accessing our returns form. You will be asked to include a [clear] picture of your original sales receipt and picture(s) of the damaged item. Once your request is processed, you will be provided a Return Authorization Number (RAN) with a prepaid shipping label to print, to send the item back to us. Please pack up the damaged/defective item and all of it’s product parts along with a copy of your original store receipt with the RAN written on it. Seal the package and include the pre-paid return label on the front of the package. Once you mail the package, we will be able to monitor the tracking from our end. 

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Once we receive and after we review the item(s) and receipt, we will either send you a replacement or process a refund by way of the original method of payment or store credit, depending on when the request was submitted. If you noted in your request that you only seek a refund and your return is not accompanied by a receipt, only a store credit will be issued at the current item’s selling price. After the process is complete, you will be sent a confirmation e-mail. 

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Please keep in mind that although we will expedite the production of all Customized and Personalized replacement products due to defect or damage, certain products will still need time to cure before it is shipped out. For a general shipping time on our products, click here. 

When you are ready, click the button below to start the return process.