Refund policy

USA Return Policy

In the event that you are not completely satisfied with your purchase, we have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, the item must be in the same condition that you received it and must be in unused condition. Meaning a candle that has not been damaged, burned or altered. A gift box/accessory that has not been used, damaged or broken.  

To start a return, you can contact us at portofjoycontact@gmail.com. A team member will get in contact, provide you a return address where you can ship back the item in its original packaging. Please note, you will be responsible for all return shipping charges. 

As a customer, it’s your responsibility to ensure that the candle is securely and safely packaged to avoid any damage during shipment. Please be aware that Port of Joy cannot be held liable for any damage to returns caused by insufficient packaging.

After we receive your returned item, please anticipate a processing period of up to 72 hours to process a refund or send out an exchange item. Items sent back to us without first requesting a return will not be accepted. Original shipping fees are non-refundable.

You can always contact us for any return question at portofjoycontact@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and the refund process is finalized, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at portofjoycontact@gmail.com.