Refund policy

Returns and Exchanges
We make things right through exchange or replacement rather than refund. Details below:

Exchanges
Unlit, unused, undamaged candles in their original packaging may be exchanged for a different scent within 15 days of delivery. Email hello@altroute.co with your order number to request one. If you received a candle as a gift, contact us with the name of the person who sent it. Items sent to us without an authorized return will not be accepted. A return address is provided once your return is approved.

Exchanges are for an item of equal value within the same Loop. If you would like something at a different price point, we can arrange it.

Return postage on preference exchanges is the customer's responsibility. We cover shipping on the replacement.

Candles that have been lit, warmed, or used cannot be exchanged or refunded.

The Travel Loop Discovery Set is exchangeable only as a complete, unlit set. Individual tins cannot be returned separately.

Damaged, incorrect, or defective orders
Please inspect your order on arrival. If your order arrives damaged, incorrect, or is not performing as it should, email hello@altroute.co within 15 days of delivery with your order number. For damaged or incorrect items, include photographs of the item and its packaging. For performance issues, include the lot code printed on the base of the candle.

We will send a one-time replacement at no cost. No return is required. Please discard damaged items safely.

Lost orders
If tracking has not updated for 7 business days from the last scan and your order has not arrived, email hello@altroute.co with your order number. We will send a one-time replacement at no cost.

If tracking shows your order as delivered but you have not received it, email us within 7 days of the delivery scan. We will help you file a search with the carrier and work it out with you from there.

Cancellations and address changes
Orders can be cancelled or have their shipping address corrected any time before they ship. Email hello@altroute.co with your order number.

Once an order has shipped, we cannot reroute it. If a package is returned to us as undeliverable, we will reship at the customer's cost or refund the order less outbound shipping.

Fragrance sensitivity
Fragrance affects people differently. If a candle does not agree with you, stop using it and email us at hello@altroute.co. We will take care of it.

Refunds
Refunds are issued only where we cannot resolve an issue through exchange or replacement, for example when a scent is unavailable. Approved refunds are returned to the original payment method used at purchase within 10 business days of approval. Your bank may take additional time to post it.

Shipping
We currently ship within the United States only.

Questions
hello@altroute.co