Return and Refund Policy

1. Basic Return & Refund Terms

  • Return Window: You must submit a return request within 30 days of receiving your item. Requests made after this period will no longer be eligible for a return or refund.
  • Item Condition: To qualify for a return, items must be in brand-new, unused condition and, whenever possible, in their original packaging and with all labels attached. If you received a damaged or defective item, please refer to the “Damaged & Defective Items” section below.
  • Shipping Fees:
    • Non-Defective Returns: For returns due to personal preference (e.g., disliking a scent), original shipping charges are non-refundable, and customers are responsible for return shipping costs (or a return processing fee will be deducted from the refund amount).
    • Defective/Damaged Returns: If the return is due to product defects, shipping damage, or incorrect items received, Goose Creek will cover all return shipping costs and issue a full refund.

2. Non-Returnable & Non-Refundable Items

To maintain safety and hygiene standards for home fragrance products, the following items or situations are generally excluded from returns and refunds:

  • Orders past the 30-day return window.
  • Candles and fragrance products that have been burned, visibly used, or manually damaged.
  • Products not purchased directly from the official Goose Creek website or authorized channels.
  • Special clearance or promotional items explicitly marked as “Final Sale” or “Non-Returnable.”

3. Shipping Damage & Defective Items

Because candles and glass products are fragile during transit, if you receive damaged or defective items, please contact us within 48 hours of delivery so we can resolve the issue promptly:

  1. Take Photos: Please take clear photos of the damaged items (including the outer shipping box, the shipping label, and close-ups of the damaged candle or accessory).
  2. Contact Customer Support: Send the photos along with your order number to our customer service email.
  3. Resolution: Once verified by our customer service team, we will either send a free replacement of the undamaged item or issue a full original refund, based on your preference. You generally do not need to ship the physical damaged items back to us.

4. Return Process

If you need to initiate a standard return, please follow these steps:

  1. Contact Customer Support for Authorization: Before shipping any items back, you must contact the Goose Creek customer service team via email or live chat to obtain a Return Merchandise Authorization (RMA) and the designated return warehouse address. Do not ship packages back without prior contact, as this may delay or prevent your refund from being processed.
  2. Pack the Items: Securely pack the items you wish to return in their original packaging or a sturdy box, ensuring your order number and RMA are included inside so the warehouse can identify your package.
  3. Ship the Package: Send the package to the designated return address using a traceable shipping service, and be sure to keep your tracking number for your records.
  4. Inspection & Refund: Once the warehouse receives the return package and completes the inspection (usually within 3-5 business days), we will process your refund in our system. The refund will be credited back to your original payment method.

5. Refund Processing Time

Once your refund request is approved and issued by our finance department:

  • Credit/Debit Cards: Typically appear in your bank account within 5-7 business days, depending on your bank’s processing time.
  • Third-Party Payments (e.g., PayPal): Generally arrive within 2-3 business days.
  • Gift Cards/Store Credit: The corresponding amount will be directly credited back to your Goose Creek account or original gift card.

If you have any questions about our return policy or need assistance with a return, please feel free to reach out to the official Goose Creek customer service team.

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