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Return Policy

Last Updated: April 19, 2023

At Black Moon Aromatics, we strive to provide our customers with the easiest possible shopping experience with free returns and exchanges for orders originating from the continental U.S. (the lower 48 states of the United States plus the District of Columbia).

 

For customers from outside the continental U.S. (Alaska, Hawaii, U.S. Territories, APO/FPO/DPO addresses, or Canada), we will accept returns (a $7 USD fee will be subtracted from total refund amount) but not exchanges.

 

If you're not completely satisfied with your purchase, we'll try to make things right. Click on the link to jump to a specific section, or keep scrolling to read it all.

Main Menu
Policy Coverage
Who This Policy Applies To

This Return Policy applies to all customers located in the U.S. (including APO/DPO/FPO addresses and U.S. Territories) and Canada. Currently, we only ship to the U.S. and Canada.

Unless otherwise noted, policies apply to all customers. There are certain exceptions where our requirements or criteria vary between customer addresses located within the Continental U.S. and outside the Continental U.S. Differences will be clearly noted in each section. Please note:

  • Continental U.S.: all of the 48 contiguous states, plus the District of Columbia (D.C.)

  • Outside the Continental U.S.: includes: Alaska, Hawaii, APO/DPO/FPO addresses, the U.S. Territories, and Canada

Return Window
Return Window

We'll gladly accept returns within 30 days of order delivery date. After 30 days, we are unable to accept returns. Please note: any shipping costs you paid when you placed your order will not be refunded. Please read the 'Shipping' section here for more details.

What Can I Return?

Items that can be returned:

  • Candles – must be unused/unlit

  • Bath Salts – must be unused

  • Palo Santo – must be unused

  • Smudge Kits – must be unused

  • Gift sets and Sampler sets – all items included in the set must be unused/unlit

  • Items damaged during shipping (click here for more details)

  • Defective items (click here for more details)

  • Any incorrect item sent by mistake (click here for more details)

Returnable
Non-Returnable Items
  • Items marked 'Clearance', 'Mark Down', or 'Discounted'

  • Items purchased more than 30 days from return request

  • Items that do not meet the return conditions (click here to go to this section)

Non-Returnable
Conditions of Return

To be eligible for return, items must be:

  • in the same condition that you received it, and

  • in their original packaging

 

Please see the 'What Can I Return?' section here for specific conditions for each item.

Return Conditions
Return Methods

For customers in the continental U.S.:

Items can be returned for:

  • A refund → refunds will be issued back to the original payment method used when you placed your order. Shipping costs will not be refunded. 

  • An exchange → for the same item (in the case of damaged or defective items), or the correct item (in the case of receiving an incorrect item). 

For customers outside the Continental U.S.:

Items can be returned for:

  • A refund → refunds will be issued back to the original payment method used when you placed your order. Shipping costs will not be refunded. As mentioned above, refunds coming from outside the continental U.S. (lower 48 states and District of Columbia) will incur a $7 USD fee that will be subtracted from the refund amount.

  • We will not accept/honor exchanges for returns coming from Alaska, Hawaii, APO/DPO/FPO addresses, U.S. Territories, or Canada.

Return Methods
Shipping

For customers in the continental U.S.:

  • We will email you a free pre-paid return label to send back your return or exchange. Click here or scroll down to the section on how to start a return or exchange. Please be sure that:

    • items you are returning meet the conditions of return above (click here), and

    • the return/exchange request has been initiated within the 30-day window.

NOTE: Items that do not meet the conditions of return will NOT be returned back to you and you will NOT receive a refund/exchange for that item.

 

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For customers outside the Continental U.S.:

  • We will email you a shipping label to send back your return. There will be a $7 USD fee that will be deducted from your refund amount. Exchanges will not be honored or accepted. Click here or scroll down to the section on how to start a return or exchange. Please be sure that:

    • items you are returning meet the return conditions listed above (or, click here), and

    • your return request is initiated in the 30-day return window

 

NOTE: Items that do not meet the conditions of return will NOT be returned back to you and you will NOT receive a refund for that item.

Shipping
Damaged Items

Damaged items are eligible for replacement free of charge. If you receive an item that has been damaged during shipping, please:

  1. Do not discard any of the shipping packaging or any part of the damaged item.

  2. File a claim with us by sending us an email within 24 hours of receiving your package. Please include your name, order number, email address, and documentation of the damage.

    • Documentation can include either photos or video of your order's shipping packaging WITH the damaged item(s), the shipping packaging on its own, and the damaged item(s) on their own. 

    • This information will be used to process your claim as well as forwarded along to our shipping partners for quality assurance purposes.

Damaged Items
Defective Items
Defective Items

If you've received an item that is defective (i.e.: missing ingredients or components, other craftsmanship faults), please email us so we can work with you to remedy the situation. Please include your name and order number along with an explanation of the defective item(s). You may be asked o provide photos and/or video of the defective item.  

  • Examples of defective products: a smudge kit that's missing a component that's advertised as included in the kit, a candle that has no wick, a unscented candle, unscented bath salts, etc.

Injury or damage caused to you, others, or your property - or subsequent damage to the product to where it can no longer be used - due to improper usage is not considered defective and will not be compensated for. Please be sure to follow all instructions that are on our website and/or included with your product, as well as exercise proper safety precautions and use your best judgement. 

Incorrect Items
Incorrect Item(s) Sent

We apologize if you've received an item that you didn't order. Please email us within 24 hours of receiving your package so that we can send you the correct item(s) as soon as possible. Please include your name, order number, and the incorrect item(s). We will send you a return label for the incorrect item(s) to be sent back to us. Incorrect items must be returned to us unopened and unused. After receiving your return we will sent out the correct items to you.

Out of Stock Item
Out of Stock Items

We try to keep accurate records of inventory stock. However, in the event that an item you've ordered is out of stock by the time your order is being processed, we will continue processing your order, and will email you to let you know what item(s) are out of stock. You can choose to either wait until the item is back in stock or get a refund for the item. 

Returns US48
Return Process -> Customers within the Continental U.S.
  1. To start a return, please email us with 'Return' or 'Exchange' in the subject line. Please include the following information in the email:

    • Order number

    • Email address used when placing the order

    • The item(s) you wish to return/exchange, along with a reason for the return. For damaged or defective items, items that we've incorrectly sent, or out of stock items, please click on the link for the appropriate section for specific instructions: Damaged Items, Defective Items, Incorrect Items Received, Out of Stock Items.

  2. We will send you an email with a free pre-paid return label and further instructions on how to return your item(s).

  3. After we receive your return, we will inspect your return and if approved, we will process your return/exchange or prepare your replacement item. We will notify you via email when we receive your return, as well the status of your return or exchange after inspection.

  4. Approved refunds (price paid for item plus sales tax. Excludes shipping costs) back to the original payment method may take a few business days to show up in your account or on your card statement, depending on your bank or credit card issuer.

  5. If you opted for an exchange, your exchange will be processed as quickly as possible, and we will send a shipping confirmation email once we've shipped your exchange out.

Returns Non-US48
Return Process -> Customers Outside the Continental U.S.

PLEASE NOTE: As a reminder, we will not honor or accept exchanges.

  1. To start a return, please email us with 'Return' in the subject line. Please include the following information in the email:

    • Order number

    • Email address used when placing the order

    • The item(s) you wish to return, along with a reason for the return. For damaged or defective items, items that we've incorrectly sent, or out of stock items, please click on the link for the appropriate section for specific instructions: Damaged Items, Defective Items, Incorrect Items Received, Out of Stock Items.

  2. We will send you an email with a free pre-paid return label and further instructions on how to return your item(s).

  3. After we receive your return, we will inspect your return and if approved, we will process your return. We will notify you via email when we receive your return, as well the status of your return after inspection.

  4. Approved refunds (price paid for item plus sales tax, minus $7 USD. Excludes shipping costs) back to the original payment method may take a few business days to show up in your account or on your card statement, depending on your bank or credit card issuer.

We appreciate your business and are committed to ensuring your satisfaction with our products. If your have any questions or concerns about our return policy, please feel free to contact us.

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