Refund policy

Return Policy for True by Katie

At True by Katie, I am deeply committed to the quality and craftsmanship of my products. Your satisfaction is my utmost priority. If you're not entirely pleased with your purchase, please go through my return policy guidelines below:

  1. Return Window:

    • You can return items within 14 days of the receipt date.

  2. Eligible Items for Return:

    • Candles, wax melts, diffusers, and fragrance warmers must be unused, unlit, and in their original packaging.
    • Wick trimmers, matches, and other accessories should also be unused and in their original packaging.

  3. Non-Returnable Items:

    • For hygiene and safety reasons, any product that's been used, lit, or isn't in its original condition can't be returned.
    • Items on sale or clearance are final and can't be returned.
    • Gift sets cannot be returned.

  4. Damaged or Defective Products:

    • If you happen to receive a damaged or defective item, please notify me within 7 days of receiving the order. I'll arrange for a replacement or refund once I verify the issue. Kindly provide photos of the damaged/defective product to expedite this process.

  5. Return Process:

    • To start a return, please reach out to me at truebykatie@gmail.com with your order number, reason for the return, and any other relevant information.
    • Once your return gets my approval, I'll guide you on how to send back the items.
    • Please note, return shipping costs will be your responsibility unless the item is damaged/defective due to an oversight on my end.

  6. Refunds:

    • Once I receive and inspect the returned items, I'll process your refund. The refund will be credited to your original payment method within 5-7 business days.
    • Do note that original shipping charges are non-refundable.

  7. Exchanges:

    • I currently don't offer exchanges. 

  8. Questions or Concerns:

    • If you have any questions about my return policy or specific concerns regarding your order, don't hesitate to reach out to me at truebykatie@gmail.com. I'm always here to help!