RETURNS & EXCHANGES

Due to the nature of our products, USED candles cannot be returned or refunded.

You may exchange your UNUSED product for another candle of the same size and price within 14 days of purchase. The buyer is responsible for shipping cost on all return items

Natura Soylights is not responsible for any additional shipping costs incurred for returns or exchanges, and we do not assume responsibility for reimbursement or compensation of any returned packages lost in transit without proof of delivery.

ORDER ISSUES

If you experience any problems with your order (did not receive it, it isn't what you were expecting, etc.) please contact us so that we can make it right.

Please remember the products you are buying are handmade and 100% natural, so they will have slight variations from batch to batch and some naturally-occurring defects that will have no adverse effect on the performance of the product but may be purely cosmetic (ex: shadowing on glass)


If an item arrives damaged, please contact us immediately to let us know. 

Shipping & Insurance Policy

At Natura Soylights, we are committed to providing high-quality products and reliable service to our wholesale customers. To ensure smooth and efficient order fulfillment, we’ve outlined our shipping and insurance policy below. Please review this policy carefully to understand your responsibilities and what to expect in case of any issues during transit.

Shipping Insurance

: Shipping insurance is available for all wholesale orders. We strongly recommend purchasing insurance for high-value shipments to protect your investment against potential loss or damage during transit.

: If shipping insurance is not selected at the time of order, Natura Soylights is not liable for any lost or damaged goods once the order is in transit with the carrier. This applies to both domestic and international shipments.

: Please be aware that carriers such as UPS and Canada Post impose reimbursement caps on claims. The amount reimbursed may not cover the full value of the goods, especially for large or high-value orders. Insurance helps to ensure that any losses are adequately covered.

Claims Process for Lost or Damaged Shipments

: In the event that your order is lost or damaged during transit and insurance was purchased, Natura Soylights will assist you in filing a claim with the carrier. Once the claim is processed and reimbursement is received, we will either issue a replacement or refund the insured value of the lost items, as per your preference.

: If no insurance was selected, we are unable to offer reimbursement or replacements for lost or damaged goods. We will, however, assist in initiating a claim with the carrier to recover the costs of the lost shipment, but please note that compensation will be subject to the carrier’s policy limits and is not guaranteed.

Replacements & Refunds

: For orders that are lost or damaged during transit with insurance, we will either issue a replacement order or process a refund once the carrier’s claim is resolved and reimbursement is received.

: For orders without insurance, we are unable to offer a replacement or refund if the items are lost in transit. Natura Soylights will assist with the claims process, but no further compensation will be provided if the claim is not successful.

Shipping Delays

While we make every effort to ensure timely delivery, please understand that Natura Soylights is not responsible for shipping delays caused by circumstances beyond our control, such as weather events, customs processing, or carrier issues. If timely delivery is critical to your business operations, we encourage you to choose expedited shipping and insurance.
Due to the nature of our products, we reserve the right to withhold shipments during extreme weather events. This ensures your products will arrive to you in good, sellable condition.

Customer Responsibility

As a wholesale customer, it is your responsibility to ensure that the shipping information provided is accurate and complete. Natura Soylights cannot be held responsible for delays or issues caused by incorrect or incomplete shipping addresses. Please double-check all order details before confirming your purchase.

Customs & Import Duties

For international orders, all customs and import duties are the responsibility of the wholesale customer. Please ensure you are aware of any additional costs or restrictions that may apply to your order based on your country’s import regulations.

Contact Us

If you have any questions regarding shipping, insurance, or claims, please reach out to our Wholesale Customer Service team at care@naturasoy.ca. We are here to support you and ensure your experience with Natura Soylights is seamless.