At La Toya&Co, we want you to be completely satisfied with your candle purchase. If for any reason you are not satisfied, we offer a return and exchange policy to ensure your peace of mind. Please read our policy carefully.

​

Eligibility for Returns and Exchanges: a. Unused and Undamaged Candles: We accept returns and exchanges for unused and undamaged candles in their original condition and packaging. b. Timeframe: You must initiate a return or exchange request within 3 days of receiving your order. Requests made after this timeframe may not be accepted. c. Proof of Purchase: You must provide proof of purchase, such as an order confirmation or receipt, for the return or exchange to be processed.

Return and Exchange Process: a. Contact Customer Service: To initiate a return or exchange, please contact our customer service team through the provided channels on our Store. Provide your order details, reason for return or exchange, and whether you prefer a refund or exchange. b. Return Authorization: Once your request is approved, we will provide you with a return authorization number and any additional instructions for returning the item. c. Packaging and Shipping: Please ensure the candle is securely packaged to prevent damage during return shipment. You will be responsible for the return shipping costs, except in cases of defective or incorrect items. d. Refund or Exchange: Upon receiving the returned item, we will inspect it to ensure it meets the eligibility criteria. If approved, refunds will be issued to the original payment method used for the purchase. Exchanges will be processed according to the availability of the requested item.

Non-Returnable Items: a. Personalised or Customised Candles: Candles that have been personalised or customised according to your specifications may not be eligible for return or exchange unless they are defective or damaged.

Defective or Damaged Items: a. If you receive a defective or damaged candle, please contact our customer service team within 3 days of receiving your order. We may require photo evidence of the defect or damage. We will arrange for a replacement or refund, including any associated shipping costs.

Refunds: a. Refunds will be issued for returned eligible items within a reasonable timeframe after the item is received and inspected. Please allow for processing time and note that it may take several business days for the refund to reflect on your account, depending on your payment method and financial institution.

Exchange Availability: a. Exchanges are subject to availability. If the requested item is not available, we will offer alternatives or provide a refund for the returned item.

Final Sale Items: a. Certain items may be marked as “Final Sale” and are not eligible for return or exchange. Please check the product description or contact our customer service team for clarification before purchasing final sale items.

Changes to the Policy: a. We reserve the right to modify or update this Return and Exchange Policy at any time without prior notice. The most recent version will be posted on our Store. Any changes will apply to future purchases.

If you have any questions or need further assistance regarding our Return and Exchange Policy, please contact our customer service team through the provided channels on our Store