Return policy

Effective Date: September 2026

This Return & Refund Policy applies to all wax candles and related products purchased through rolajeb.com. We want every customer to have a positive shopping experience. If you receive an item that is damaged, defective, incorrect, or otherwise does not meet the applicable order requirements, please contact us so that we can review the situation and provide an appropriate resolution.

By completing a purchase through our website, you acknowledge and agree to the return, exchange, refund, and replacement terms described below.

1. General Return Policy

We generally accept eligible return requests within 30 calendar days from the date the order is delivered.

To qualify for a standard return, the product must:

• Be unused and unburned;

• Be in its original condition;

• Be returned with its original packaging and accessories, where applicable;

• Not have been intentionally damaged, altered, modified, or improperly used;

• Be accompanied by valid order information or proof of purchase.

Products that have been burned, used, melted, altered, or otherwise materially changed after delivery may not be eligible for a standard return.

We do not generally accept returns based solely on normal variations in candle appearance, such as minor differences in color, surface texture, frosting, or natural wax characteristics, when these differences do not materially affect the product's intended use.

2. Eligible Reasons for Return or Refund

Customers may request a return, replacement, exchange, or refund when one of the following circumstances applies:

A. Damaged During Shipping

If a candle arrives cracked, broken, severely deformed, leaking, or otherwise damaged during transportation, please contact us promptly after delivery.

We may request photographs or videos showing:

• The damaged product;

• The product packaging;

• The shipping box or mailer;

• The shipping label; and

• Any visible transportation damage.

After reviewing the submitted evidence, we may provide a replacement, exchange, refund, or other appropriate resolution.

B. Defective Product

If a product has a manufacturing defect or another material quality issue that affects its intended use, please contact us with details of the problem.

Depending on the circumstances, we may offer a replacement, exchange, partial refund, or full refund after review.

C. Incorrect Item Received

If you receive a product that differs from the item ordered, please contact us before using or burning the product.

If the incorrect item was shipped due to an order fulfillment error, we will review the situation and, where appropriate, arrange a replacement or exchange at no additional product cost.

D. Missing or Incomplete Items

If an order arrives with missing components, accessories, or products that were included in the purchase, please notify us so that we can investigate the issue.

If the missing item is confirmed, we may arrange shipment of the missing item or provide another appropriate resolution.

3. Returns Due to Change of Mind

We may accept returns for unused and unopened products when the customer simply changes their mind, provided the request is submitted within 30 calendar days of delivery and the product satisfies all return requirements.

The customer may be responsible for the cost of return shipping for a change-of-mind return.

The original shipping fee, if any, may also be non-refundable unless otherwise required by applicable law or the return is due to an error or product issue attributable to us.

4. Non-Returnable or Non-Refundable Situations

Returns or refunds may be declined in the following circumstances:

• The product has been burned or used;

• The candle has been melted, modified, or intentionally altered;

• The product has been damaged through improper handling, storage, or use;

• The product was damaged after delivery due to customer actions;

• The return request is submitted more than 30 calendar days after delivery, unless otherwise required by applicable law;

• The product is returned without the required order information;

• The product is missing substantial original packaging or components;

• The product was purchased from an unauthorized third-party seller;

• The claimed issue is solely a personal preference regarding fragrance, scent strength, appearance, or other subjective characteristics, provided the product otherwise matches its description;

• The customer refuses delivery or provides an incorrect or incomplete shipping address and the package is returned to us.

Nothing in this section is intended to exclude any rights or remedies that cannot legally be waived under applicable law.

5. Required Proof and Documentation

For damaged, defective, incorrect, or incomplete orders, customers should contact us as soon as possible and preferably within 48 hours after delivery.

To help us process the request efficiently, we may ask for:

• Order number;

• Customer name and email address;

• Clear photographs or video of the product;

• Photographs of the original packaging;

• A clear image of the shipping label;

• A description of the issue; and

• Other reasonable information necessary to evaluate the claim.

For products damaged during transportation, photographic evidence of both the product and shipping packaging may be particularly important for our review.

Failure to provide reasonably requested information may delay the review process or make it difficult for us to determine the appropriate resolution.

6. Return Authorization

Customers should contact our customer service team before sending any product back.

We will review the request and, if the return is approved, provide return instructions.

Please do not send merchandise to our business address without receiving return instructions from our customer service team. Unauthorized returns may experience processing delays and may not be accepted.

7. Return Shipping Costs

Returns Due to Product Issues

If the return is caused by a confirmed product defect, shipping damage, incorrect item, or fulfillment error attributable to us, we will generally provide an appropriate return or replacement solution without charging the customer for the applicable return shipping cost.

Returns Due to Customer Preference

For approved returns resulting from a change of mind, ordering the wrong item, or other reasons not attributable to us, the customer may be responsible for the return shipping cost.

Return shipping charges are generally non-refundable.

8. Exchanges and Replacements

We may offer an exchange or replacement when:

• The product arrives damaged;

• The product is defective;

• The wrong item was shipped;

• A qualifying item is missing from the order; or

• Another verified issue makes the original product unsuitable for its intended use.

Replacement availability is subject to inventory.

If the same product is unavailable, we may offer an alternative resolution, which may include a refund or another suitable product option.

For standard change-of-mind exchanges, the customer may be responsible for return shipping and any applicable price difference between the original and replacement products.

9. Restocking Fee

For approved standard returns that are not caused by a product defect, shipping damage, incorrect shipment, or other error attributable to us, a restocking fee of up to 15% of the returned product value may apply when reasonable costs are incurred for inspection, repackaging, or restocking.

No restocking fee will generally be charged for returns resulting from confirmed defective products, shipping damage, incorrect items, or fulfillment errors attributable to us.

Any applicable restocking fee will be disclosed as part of the return review process before the return is finalized.

10. Return Processing Time

After we receive an authorized return, we generally need 3–5 business days to inspect and process the returned merchandise.

The processing period may take longer during periods of unusually high return volume, holidays, or other operational circumstances.

Customers will generally receive an email confirmation once the return review has been completed and the applicable refund, replacement, or exchange has been approved.

11. Refund Processing

Once an eligible refund has been approved, the refund will generally be issued to the original payment method used for the purchase.

We generally initiate approved refunds within 3–5 business days after the return has been approved.

After the refund is issued, the time required for the funds to appear in the customer's account depends on the customer's bank, credit card issuer, payment provider, or other financial institution.

In many cases, customers may need an additional 5–10 business days for the refund to appear on their account statement.

We do not control the processing time of banks or third-party payment providers.

12. Partial Refunds

In certain circumstances, we may provide a partial refund instead of requiring the product to be returned.

For example, a partial refund may be considered when a product has a minor cosmetic issue that does not materially affect its intended use and the customer agrees to keep the item.

The amount of any partial refund will be determined based on the nature and severity of the verified issue.

13. Order Cancellation

Customers may contact us to request cancellation of an order before the order has been processed or shipped.

We will make reasonable efforts to accommodate cancellation requests, but cancellation cannot be guaranteed once an order has entered processing or has been dispatched.

If an order has already shipped, the customer may need to follow the applicable return procedure after delivery.

14. Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery and contact information;

• Inspecting products promptly after delivery;

• Following applicable candle handling and safety instructions;

• Properly storing products after receipt;

• Not intentionally damaging or modifying products;

• Providing truthful and complete information when submitting a return or refund request; and

• Following our return instructions when a return is approved.

We are not responsible for product damage caused by misuse, improper storage, failure to follow product instructions, or ordinary wear and use.

15. Refunds for Returned Products Not Received

If a customer is required to return an item and the returned package does not arrive at our designated return location, we may be unable to issue a refund until the returned merchandise is received or the applicable shipping carrier confirms delivery.

Customers are encouraged to retain the return shipment receipt and tracking information until the return has been fully processed.

16. Policy Updates

We may update or revise this Return & Refund Policy from time to time to reflect changes in our products, return procedures, business practices, or applicable requirements.

Any revised version will be published on rolajeb.com with an updated effective date.

The updated policy will generally apply to purchases and return requests made after the effective date of the revised policy, unless otherwise required by applicable law.

17. Contact Us

If you have questions about a return, exchange, replacement, refund, damaged shipment, or other after-sales matter, please contact our customer service team:

NATURAL SPICES OF GRENADA INC.
Website: rolajeb.com
Customer Support Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET)

Please include your order number and a brief description of the issue when contacting us so that we can process your request as efficiently as possible.

We generally respond to customer inquiries within 1–2 business days.