Refund & Return Policy
Thank you for purchasing from Sienna & Slate. We are dedicated to ensuring that you are satisfied with your purchase. However, we understand that sometimes things may not go as expected, and you may wish to return or exchange an item. This Refund & Return Policy outlines the conditions under which refunds, returns, and exchanges may be requested.
Please take the time to review our policy carefully before making a purchase.
1. General Return and Refund Conditions
Our goal is to offer a smooth and hassle-free return experience. If you are not completely satisfied with your purchase of eligible items, you may return it under the following conditions:
- Return Period: Items can be returned within 14 days of the purchase date. To initiate a return, please contact our customer service team within this time frame.
- Eligibility: Items must be unused, in their original packaging, and in the same condition that you received them to qualify for a return. Any items that show signs of use or damage may not be eligible for a refund.
- Return Process: To request a return, please contact us at hello@siennaandslate.com with your order number and a description of the issue. We will guide you through the return process and provide any necessary return shipping information.
2. Perishable and Non-Refundable Items
Due to the nature of certain products we offer, some items are not eligible for return or refund, unless they arrive damaged or defective:
- Perishable Items: Products such as food, flowers, or other items with a limited shelf life are non-refundable unless they are received in damaged or contaminated condition. If you receive a perishable item that is damaged, please contact us immediately with photos and a detailed explanation of the issue.
- Custom or Personalized Items: Any products that are custom-made, personalized, or specially ordered for you are non-refundable unless they arrive damaged.
- Gift Cards: Gift cards and vouchers cannot be returned or exchanged for cash and are non-refundable.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please reach out to our customer service team as soon as possible. We may ask you to provide photos of the damage or issue to help us assess the problem. Based on the situation, we will either issue a refund, replace the item, or offer an exchange. Please note that:
- You must notify us within 7 days of receiving the item to qualify for a replacement or refund due to damage.
- We reserve the right to inspect the returned product before offering a refund or replacement.
4. Refund Process
Once your return is received and inspected, we will notify you of the status of your refund. If your return is approved, a credit will automatically be applied to your original method of payment within 7-10 business days. Depending on your payment provider, it may take additional time for the refund to appear on your statement.
- Partial Refunds: In some cases, partial refunds may be granted (e.g., for items that are opened or show signs of use but are still in acceptable condition).
- Late or Missing Refunds: If you haven’t received your refund within the expected timeframe, please first check your bank account. Then, contact your credit card company, as it may take some time before the refund is officially posted. If you’ve done this and still have not received your refund, please contact us.
5. Non-Refundable Services: Coaching Programs
Our coaching programs are designed to provide valuable guidance and transformation. Due to the time, effort, and resources we invest in delivering these programs, they are non-refundable. This policy ensures that both parties are fully committed to the coaching process.
We encourage you to reach out to us before purchasing any coaching program if you have questions or need additional information to make an informed decision. We are happy to provide further clarity to help you determine whether the program aligns with your goals and needs.
6. Subscription Products: Candle Subscriptions
For customers who have subscribed to our Candle Subscription service, we are pleased to offer a recurring delivery of our premium candles. However, please be aware of the following subscription-specific policies:
- Renewal Payments: Subscription renewals occur automatically each month on your renewal date. If your payment is made after the 10th of the month, it may result in delayed shipment of your candle for that cycle. We recommend ensuring that your payment is processed before this date to avoid any interruptions in delivery.
- Cancellation: You may cancel your subscription at any time by contacting us at least 5 business days before your next scheduled renewal. Once a payment has been processed, it is non-refundable for that subscription period, and any cancellations will take effect in the following cycle.
- Returns on Subscription Items: Subscription items, such as candles, are non-refundable unless they are received damaged or defective. If you encounter an issue with your subscription item, please contact us immediately, and we will work to resolve the issue.
7. Shipping Costs
Unless the item you received was damaged or defective, you will be responsible for paying any shipping costs associated with returning an item. Shipping costs are non-refundable. If you receive a refund for an eligible item, the cost of return shipping will be deducted from your refund.
For damaged or defective items, we will cover the cost of return shipping and ensure that a replacement item is sent to you at no additional cost.
8. Exchanging Items
In some cases, we may offer an exchange instead of a refund. Exchanges are subject to product availability. If you wish to exchange an item, please contact us within the return period. We will arrange for the exchange process and notify you of any additional steps required.
9. Contact Us
If you have any questions, concerns, or need assistance with a return, refund, or exchange, please do not hesitate to contact us. We are here to help and ensure that your experience with Sienna & Slate is a positive one.
You can reach us at:
Sienna & Skate
Email: hello@siennaandslate.com
Phone: +1 432-606-1236