The Getaway

CocoZen Return & Refund Policy

Your satisfaction is important to us. If you are not completely satisfied with your online purchase, we are happy to offer a refund if the return complies with our return policy.

We accept returns for products purchased directly from CocoZen, LLC only. All returned items are subject to inspection upon arrival. To qualify for a refund:

• The product must be in new or gently used condition (no more than 10 millimeters of wax consumed).

• The return must be initiated within 30 days from the date of purchase.

• If your order included a free promotional item, that item must also be returned in new or gently used condition to qualify for a refund.

• Gift order refunds must be issued to the original form of payment—no exceptions.

• If you received a candle as a gift, we only offer exchanges for the same item value. Gift exchanges must be in new condition and unlit.

If a return does not meet these conditions, a refund will not be provided. The item will either be forfeited or sent back at the customer's expense if a prepaid shipping label is provided.

Non-Returnable & Non-Refundable Items

Certain items are not eligible for return or exchange, including:

• Engraved items

• Final sale items

• Items marked as non-returnable

• Gift cards (including eGift cards) received as a gift

• Shipping and delivery fees (which are non-refundable)

Additionally, returns based on claims of allergies will not be accepted if 10 millimeters or more of the wax has been consumed.

CocoZen, LLC reserves the right to deny returns in cases of suspected abuse, excessive return activity, or instances where replacement items were previously sent at no cost due to a reported non-receipt.

Return Shipping & Refunds

• Return shipping costs are the responsibility of the customer, unless the item was damaged during shipping or has a major defect.

• Refunds will be issued to the original form of payment within 3 business days of receipt at our warehouse.

• If your payment was split between a CocoZen.org gift card and another form of payment (credit/debit card, bank-issued gift card), refunds will be applied in the same manner:

  • The credit/debit card or bank-issued gift card will be refunded first.

  • Any remaining balance will be refunded to a CocoZen.org eGift Card.

  • If the credit card or debit card account is frozen or closed, the refund will be issued as a CocoZen.org gift card.

Returns received after 30 days are not guaranteed for a refund and will be accepted only at the sole discretion of CocoZen, LLC. If approved, these refunds may be issued as a CocoZen.org gift card instead of a direct payment refund.

Gift Returns & Exchanges

If you would like to return or exchange an item you received as a gift, please contact us via chat, and we will be happy to assist you.

• Gift orders can only be exchanged for an item of equal value.

• Gift exchanges must be in new condition and unlit.

• Gift cards received as a gift are non-refundable.

• eGift cards, gift cards, promotional items, final sale items, or products purchased from third-party retailers are not eligible for return through CocoZen.org.

Shipping & Handling Policy

Our Promise: We will not up-price our shipping costs (up-costs are used by many companies to inflate total product cost to increase profit. We pass on the savings from our shipping vendor to you.

Standard

The estimated delivery time frame is 3-5 business days. Please note that shipping pricing and times will vary subject to time of year and weather delays . For the most up-to-date delivery information, please track your shipment using the tracking number that is included in your shipping confirmation. Applies to in-stock items only. Delivery of out-of-stock items is subject to availability, and we will keep you informed via email.

Next Day

For Next Day shipping and handling orders must be placed by 2 PM PT/PST. 

Please note:

• All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

• A signature may be required upon delivery for Next Day shipments.

• At this time, CocoZen.org is unable to ship to more than one address within a single order. Please place a separate order for each designated shipping address and make sure to verify that the address details are accurate to avoid any errors or delays in shipping.

In order to get the most out of your CocoZen candle, please refer to CocoZen's Candle Guide for full details. 

Follow these basic guidelines:

Before Burning:

Trim the Wick to 1/8 Inch Before Each Burn this: 

• Prevents excessive flickering and sooting.

• Helps control the flame size for an even burn.

• Ensure a Level Surface, uneven surfaces cause wax pooling on one side, leading to uneven burns.

Burn in a Draft-Free Environment, avoid fans, air vents, or open windows. Drafts make flames flicker and create uneven melting.

During Burning:

*Burn for 3 to 4 Hours at a Time – This is the key to making your candle last. Think of the wax as the fuel source—if only part of the surface melts, the flame has less fuel to work with, leading to tunneling and wasted wax.

After Burning:

Let the Wax Fully Cool and Harden Before Touching Relighting - This helps stabilize the wick and extends the candle’s life, and prevents burn injuries.Store in a Cool, Dry Place - This prevents wax softening or sweating due to heat. 

Never touch a liquefied candle.