Ritualns Refund Policy

At Ritualns, we want every product you bring into your rituals to feel intentional and satisfying—whether it’s a calming candle for your evening wind-down or a luxurious bath soak for self-care. This Refund Policy outlines the terms, conditions, and steps for requesting a refund, ensuring a transparent and respectful process that honors your trust in our brand. By making a purchase on our website, you agree to the guidelines below.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria—designed to protect both you and the integrity of our products (especially those tied to hygiene or customization):

Timeframe: You must submit your refund request within 30 calendar days from the date of delivery. Requests made after this window will not be approved, unless the issue stems from a manufacturing defect (see Section 3 for details).
Product Condition: Items must be in their original, unused, and undamaged state, with all original packaging (e.g., product boxes, tissue paper, tags, safety seals) intact. This is critical for:
Hygiene-sensitive products (e.g., bath salts, body oils, skincare items, or candles with broken seals): These can only be refunded if the product seal is unbroken and the item has not been opened—this ensures safety for all customers and compliance with health standards.
Home décor or non-hygiene items (e.g., linen throws, candle holders, diffuser bottles): These must show no signs of wear, scratches, stains, or alterations (e.g., personalized engravings that have been modified).
Proof of Purchase: You must provide a valid proof of purchase, such as your order number, order confirmation email, or digital receipt. This helps us verify your order details quickly.
Custom/Personalized Items: Products made to your specific request (e.g., engraved candle jars, monogrammed linen wraps, custom fragrance blends) are non-refundable—unless they arrive with a manufacturing defect (e.g., misspelled engravings, broken components) or an error caused by Ritualns (e.g., wrong design, incorrect personalization).

2. Refund Request Process

Requesting a refund with Ritualns is simple and designed to minimize disruption to your rituals. Follow these steps:

Initiate Contact: Send an email to our customer service team at [email protected]. Include the following details to help us process your request efficiently:

Your full name, email address, and phone number (matching the information used for your order).
Your order number and the date your product was delivered.
The name and SKU of the item(s) you want to refund (found on your order confirmation).
A clear explanation of why you’re requesting a refund (e.g., “product arrived damaged,” “fragrance does not match description,” “unopened bath salts no longer needed”).
For damaged or defective items: Attach photos or a short video of the product and its packaging—this helps us assess the issue without needing to ship the item back immediately (in some cases).

Receive Return Authorization (RA): Our team will review your request within 24-48 business hours. If approved, we’ll send you a unique Return Authorization (RA) number and detailed shipping instructions, including our return warehouse address. Do not ship items without an RA number—unauthorized returns may be rejected or delayed, as we won’t be able to link them to your request.
Ship the Item(s) Back: Package the eligible item(s) securely (using the original packaging if possible) to prevent damage during transit. Include a note with your RA number, order number, and name inside the package.

You are responsible for covering return shipping costs, unless the refund is due to a manufacturing defect or a Ritualns error (see Section 3). We recommend using a trackable shipping service (e.g., USPS with delivery confirmation, UPS) and insuring high-value items—Ritualns is not liable for lost, stolen, or damaged packages during return transit.

Product Inspection: Once we receive your returned item(s), our quality control team will inspect them to confirm they meet the eligibility criteria (e.g., unbroken seals, no wear, original packaging). This inspection typically takes 3-5 business days.
Refund Approval & Processing: If the inspection confirms your item is eligible, we’ll approve your refund and process it within 1-2 business days. Refunds are issued to the original payment method used for your purchase (e.g., credit card, PayPal, Apple Pay).

Processing times vary by payment provider: Credit card refunds may take 5-10 business days to appear in your account, while PayPal or digital wallet refunds are usually processed within 2-3 business days.
Note: We do not refund original shipping costs for standard orders (unless the refund is due to our error or a defect)—this is because shipping fees cover the cost of delivering the product to you initially.

3. Refunds for Manufacturing Defects or Ritualns Errors

If your Ritualns product arrives with a manufacturing defect or an error caused by our team, we’ll make it right—no extra hassle. Here’s what you can expect:

Eligibility: This applies to items with defects that affect functionality or quality (e.g., a candle jar that cracks when lit, a diffuser that doesn’t dispense fragrance, a personalized item with a mistake) or errors like receiving the wrong product, missing items from your order, or a product that doesn’t match the description on our website.
Options for Resolution: We offer three choices to suit your needs:

Full Refund: We’ll refund the entire purchase price of the defective/incorrect item, plus cover the cost of return shipping (you’ll need to provide a copy of your shipping receipt to claim this).
Replacement: If you still want the item (and it’s in stock), we’ll send a new, defect-free version at no extra cost—we’ll also cover return shipping for the faulty item.
Store Credit: You can opt for store credit equal to the item’s value, which never expires and can be used for any future purchase on our website (great for restocking your favorite ritual essentials).

How to Claim: Notify us within 7 days of receiving the item (this helps us address the issue quickly) and include photos/videos of the defect or error. Our team may ask for additional details, but we’ll work to resolve the issue within 5 business days.

4. Non-Refundable Items & Exceptions

The following scenarios are not eligible for refunds, as they relate to personal preference or post-purchase use:

Items that have been opened, used, or damaged by you (e.g., a candle that’s been burned, a linen throw that’s been washed and stained, a bath salt package that’s been opened).
Items returned without their original packaging, tags, or proof of purchase.
Gift cards or e-gift certificates (these are non-refundable and non-transferable, except as required by law—they can be used to purchase any product on our website).
Final sale items (e.g., clearance candles, limited-edition ritual sets marked “Final Sale”)—these are sold at a discounted price and cannot be refunded, unless they arrive defective.
Products returned due to “change of mind” if they are hygiene-sensitive (e.g., opened bath oils) or custom-made (e.g., personalized items).

5. Refund Disputes & Cancellations

Refund Cancellations: Once a refund is approved and processed, it cannot be canceled. If you change your mind after shipping the item back, contact us immediately—we may be able to halt the process only if the item hasn’t been inspected yet.
Disputes: If you disagree with a refund decision (e.g., your request was denied, the refund amount is incorrect), email us at [email protected] with your order number, RA number (if applicable), and a detailed explanation of your dispute. We’ll review your case again and provide a final decision within 3 business days. For payment disputes (e.g., chargebacks), we may require additional documentation (e.g., return tracking info, inspection reports) to resolve the issue with your payment provider.

6. Contact Us for Refund Inquiries

If you have questions about our refund policy, need help with a request, or want to follow up on a pending refund, reach out to our customer service team at [email protected]. We aim to respond to all inquiries within 24-48 business hours and are committed to making your experience with Ritualns as smooth and respectful as the rituals you cherish.