Refund policy

At NuTerra Botanicals, we take pride in crafting high-quality luxury candles and home fragrance products. If you are not completely satisfied with your purchase, we are happy to assist with returns and exchanges under the following conditions:

Return Eligibility

  • Timeframe: Returns are accepted within 3 days of delivery.
  • Condition: Items must be unused, unburned, and in their original packaging to qualify for a return.
  • Damaged or Defective Items: If your order arrives damaged or defective, please contact us within 3 days of delivery with photos of the product and packaging so we can assist you with a replacement or refund.

Items in Glass Containers

  • Due to the fragile nature of our glass container products, we require that returned items be securely packaged to prevent breakage in transit.
  • If a return is received with broken glass due to improper packaging, a refund may not be issued.
  • Damaged glass candles or diffusers upon arrival will be replaced at no cost—please provide photos within 3 days of delivery.

Return Process

  1. Contact Us: Email our team at hello@nuterrabotanicals.com with your order number and reason for return.
  2. Return Authorization: We will provide a Return Authorization Number (RA#) and instructions.
  3. Shipping:
    • Customers are responsible for return shipping costs unless the item arrived damaged or defective.
    • We recommend using a trackable shipping service and insurance for fragile items.

Refunds & Exchanges

  • Refunds: Once we receive and inspect your return, approved refunds will be processed back to the original payment method within 7-10 business days.
  • Exchanges: If you would like an exchange instead of a refund, please let us know when initiating your return request.

Non-Returnable Items

  • Used or Burned Candles – For safety and quality reasons, we cannot accept returns on candles that have been burned.
  • Custom or Personalized Orders – These items are final sale unless defective.
  • Sale Items – All discounted or clearance items are final sale.

If you have any questions about our return policy, please contact us—we’re happy to help!