REFUND POLICY

At by sam, every candle is handcrafted with care and we want you to love your purchase. Please read our Return & Refund Policy carefully before placing your order.

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Because our candles are handmade personal care products, we are unable to accept returns or exchanges for change of mind. All sales are final unless your item arrives damaged or defective.

We take great care in packaging every order, but if your candle arrives damaged or defective, we want to make it right.

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You are eligible for a replacement or store credit if:

• Your item arrived visibly damaged (e.g. broken container)

• The product is defective (e.g. wick missing, significant surface damage not caused in transit)

• You received the wrong item

Please contact us within 7 days of your delivery date. Claims submitted after 7 days may not be accepted.

To submit a claim, email us at bysabsandmom@gmail.com with the following:

• Your full name and order number

• A brief description of the issue

• Clear photos of the damaged or defective item

• A photo of the outer packaging (required for transit damage claims)

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We will respond within 2–3 business days to review your claim.

If your claim is approved, we will offer one of the following at our discretion:

• A replacement of the same item (subject to availability)

• Store credit to use on a future order

We do not offer cash refunds except where required by applicable law.

We are unable to accept returns or offer refunds in the following situations:

• Change of mind or buyer's remorse

• Dislike of fragrance — please review product descriptions carefully before purchasing

• Minor colour or appearance variations due to the handmade nature of our products

• Damage caused by misuse or failure to follow candle safety instructions

• Claims submitted more than 7 days after delivery

We do not offer direct exchanges. If you would like a different product, please place a new order through our website.

If your tracking shows your order as delivered but you have not received it, please first check with neighbours and your local post office. By sam is not responsible for packages confirmed as delivered by the carrier.

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If your package appears lost in transit (no movement on tracking for 10+ business days), please contact us and we will do our best to assist you in filing a claim with the carrier.

Questions about your order or this policy? We're happy to help.

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Email: bysabsandmom@gmail.com

Website: shopbysam.online

Response time: within 2–3 business days