Legal
Refund and Cancellation Policy
This policy forms part of our Terms of Sale.
Last updated: August 19, 2026
The short version
You have 24 hours after your proof arrives to change or cancel anything, for a full refund. After that we have printed your artwork on packaging nobody else can use, so we cannot refund it. If we get something wrong, or it arrives damaged, we fix it.
1. Why custom orders work this way
Every order carries your logo, your artwork or your message. It is printed on boxes and labels made for you and it cannot be resold to anyone else. That is why the cancellation window sits before production rather than after delivery, and why we built a genuine window rather than a formality.
2. Before production: full refund
After you order, we send a proof showing exactly what we will print. Nothing goes to press for 24 hours, unless you tell us to go ahead sooner.
Within those 24 hours you can change anything, or cancel outright for a full refund including any shipping and per-recipient fees. Just reply to the proof email. If you would rather not wait, tell us to go ahead and we will start straight away, which ends your window early.
Refunds are issued to the original payment method and usually appear within 5 to 10 business days.
3. After production begins: no refund
Once the 24 hour window closes we start making your order, and from that point it cannot be cancelled, changed or refunded.
We know that is firm. It is the trade for a genuine review window and a price that does not carry the cost of unsellable inventory. It is the only part of this policy that has no flexibility in it, which is exactly why the proof email matters.
4. When we get it wrong
Different situation entirely, and there is no argument to have.
It does not match your approved proof. We remake it at our cost.
It arrived damaged. We remake or refund the damaged units.
It is defective. Cracked vessel, label lifting, wick problems, a box that arrived crushed. Remake or refund.
Tell us within 14 days of delivery, with photographs, at [email protected]. Photos are not us being difficult, they tell us whether the problem happened here or in transit, which is how we stop it happening to the next person. Keep the packaging if you can.
Where we remake an order, we cover shipping both ways.
5. Shipping and address problems
A parcel comes back to us undeliverable. We will tell you. We still have the candle, so a reship costs you postage and packaging only, and we will tell you what that is before we send it.
An address was wrong but the parcel was delivered anyway. If the address you gave us was valid and the carrier delivered to it, there is nothing to return and the candle is gone. A replacement is a new candle, quoted at the time, plus shipping. This is the one address problem we cannot absorb, because we are making another one from scratch rather than resending one we still have.
We ship to exactly the address you give us, so the accuracy of that address is yours in both cases.
A parcel is lost in transit. Once a parcel leaves us it is with the carrier, and so is the claim. Tell us and we will send you the ship date, the tracking and whatever documentation you need to open one. What happens after that depends on what the carrier finds, so talk to us rather than assuming either way.
Tracking says delivered but you do not have it. If the carrier confirms delivery to the address on your order, we cannot automatically replace or refund it. Tell us anyway and we will pull the delivery record, the timestamp and the location so you can take it up with the carrier or with your building.
It arrived later than estimated. Production times and carrier estimates are estimates, not guarantees, and late delivery on its own is not refundable. If your order is late because of something we did, talk to us, because we would rather sort it out than stand behind that sentence.
6. Per-recipient shipping
You never send the recipient list. We hold your finished order for 3 months past its expected delivery date, prompting you along the way. If we still have no list, we ship the whole order to the address on your order and refund the $15 per-recipient fee. The candles themselves are made and are not refundable.
An individual recipient address fails. Section 5 applies in exactly the same way. If the parcel comes back we reship it for postage and packaging. If it was delivered to a valid but wrong address, a replacement is a new candle, quoted at the time, plus shipping.
A recipient’s message is wrong. We print what you upload. We cannot refund a message that says what you sent us, but if it is our transcription error, we will remake and reship that one at our cost.
7. Reorders
Colour, finish and fill vary slightly between production runs. That is normal for poured candles and printed packaging and is not a basis for a refund. If a reorder looks meaningfully different from the last one, send us a photo, because that is something we would want to know about.
8. How to reach us
Include your order number and photographs where relevant. A person reads these.
Vicinity LLC
3404 N Sheffield Ave, Unit B
Chicago, IL 60657