Refund policy

Returns Policy

At Mad Swanz, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles and products in the Face & Body collection cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to us within 7 days of delivery.

You may return your unused product within 14 days of purchase (except items as noted above). The buyer is responsible for shipping cost on all return items.  We do not accept exchanges at this time.

Returns:

  • We hope you love your Mad Swanz products, but if you are not completely satisfied with your purchase, we offer returns within 14 days of receipt for a full refund.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • used candles and products in the Face & Body collection cannot be returned or refunded

Return Process:

  1. Contact Us: Email us at orders@madswanz.com with your order number and reason for return.
  2. Return Authorization: Once your return is approved, you will receive a Return Authorization Number (RAN) and detailed instructions on how to return your item.
  3. Shipping: Pack your item securely, include your RAN, using the same bubble/peanuts and paper that it was packed in or something similar.  Be sure that the candles are protected and packed securely so that they arrive in good condition and ship it to the address provided. You are responsible for the return shipping costs. Please save tracking information.
  4. Refunds: Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 5-7 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 orders@madswanz.com.

Non-returnable Items:

  • Gift cards
  • Used candles
  • Face & Body products
  • Custom and personalized candles
  • Sale items (unless they arrive damaged or defective)

Damages and Issues:

  • Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.