General Policy: All Sales Final
Due to the artisanal, small-batch nature of our products—including hand-poured candles, grooming balms, and apothecary items—all sales at Maxwell Thomas are final. We do not accept returns or offer refunds for changes of mind or personal preference.
1. Policy Rationale Our products are crafted in limited quantities with high-quality, natural ingredients. To ensure the integrity, hygiene, and safety of our inventory for all patrons, we cannot restock or resell items once they have left our facility.
2. Exceptions We take great pride in our craftsmanship, but we understand that errors can occur. We will offer a replacement or refund in the following specific circumstances:
Damaged in Transit: If your order arrives with visible damage to the product or packaging that renders it unusable (e.g., broken glass, heat-compromised balms).
Defective Goods: If an item exhibits a clear manufacturing defect (e.g., a candle wick that will not light or missing components).
Incorrect Item: If you received a product different from what was listed on your order confirmation.
3. How to Request an Exception To report an issue eligible for an exception, please follow these steps within 7 days of delivery:
Contact us at [Insert Support Email] with your order number in the subject line.
Include clear photographs of the damaged or incorrect item and the shipping packaging.
Provide a brief description of the issue.
Upon review, we will either ship a replacement at no additional cost or issue a refund to your original payment method.
4. Cancellations Orders may be cancelled within 24 hours of placement, provided they have not yet entered the shipping process. Once a tracking number has been generated, the sale is considered final.
