Return Policy

At Kinexis INC, we want our customers to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within the time period and under the conditions described in this Return Policy.

This Return Policy applies to eligible products purchased through the Kinexise website, including Aromatherapy Candles and Fragrances.

We encourage customers to carefully review product descriptions, fragrance information, product specifications, ingredients or materials where provided, product dimensions, images, and other available product details before placing an order.

Our Return Guidelines

1. Return Request

If you are not completely satisfied with your purchase from Kinexise, you may request a return within 30 days of receiving your order, provided that the item meets the conditions outlined in this Return Policy.

Items returned for reasons other than defects, shipping damage, incorrect items, or an error on our part must be unused, unopened where applicable, undamaged, and returned in their original condition, together with all applicable original packaging, labels, and accessories.

For hygiene, safety, quality, and product integrity reasons, certain fragrance or scented products that have been opened, used, altered, or otherwise handled in a manner that prevents reasonable resale may not qualify for a return.

Customers are responsible for return shipping costs unless the return is due to our error, an incorrect shipment, a defective product, shipping damage, or otherwise required by applicable law.

If you receive an Aromatherapy Candle or Fragrance that is defective, damaged during shipping, incorrect, incomplete, or materially different from its description, please contact our customer support team within 30 days of delivery.

After reviewing your request and supporting information, we will determine an appropriate resolution based on the circumstances. Depending on the situation, the resolution may include a replacement, full refund, partial refund, or reimbursement of reasonable return shipping costs where applicable and permitted by law.

2. Return Requirements

To qualify for a return, products must:

  • Be returned within 30 days after delivery.

  • Be unused and in their original condition.

  • Remain unopened where the nature of the product requires the product to be unopened for hygiene, safety, quality, or resale reasons.

  • Include all original packaging, labels, and accessories, where applicable.

  • Not show signs of misuse, alteration, damage, leakage, contamination, excessive wear, or improper handling.

  • Be securely packaged to prevent damage during return shipping.

  • Be returned in a condition that allows the product to be reasonably inspected and, where appropriate, resold.

Customers are responsible for return shipping costs unless the return is due to our error, an incorrect shipment, a defective product, shipping damage, or another circumstance for which we are responsible under applicable law.

For product condition, hygiene, safety, and resale considerations, products that have been used, opened where applicable, altered, damaged through misuse, contaminated, excessively handled, or otherwise returned in an unsuitable condition may not qualify for a refund.

Customers should take reasonable care of products while they are deciding whether to keep them. Products should not be unnecessarily opened, used, modified, refilled, damaged, or otherwise altered before a return is requested.

For Aromatherapy Candles and Fragrances, customers should also ensure that products are returned without damage to the container, packaging, labels, seals, caps, or other components where applicable.

3. Refund Processing

After your returned item has been received and inspected, approved refunds will generally be processed within 3–5 business days.

Refunds will be issued using the original payment method whenever possible.

Depending on your bank, financial institution, credit card issuer, or payment provider, additional processing time may be required before the refunded amount appears in your account.

The amount of any refund may depend on the reason for the return and the applicable circumstances. Original shipping charges are generally non-refundable unless the return results from our error, an incorrect shipment, a defective product, shipping damage, or otherwise applicable law.

If only part of an order is returned, only the eligible returned item or items will generally be refunded.

If a returned item does not meet the requirements of this Return Policy, we may contact you regarding the condition of the item and the applicable resolution.

4. Orders Marked as Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it, please notify us within 24 hours whenever possible.

We will work with the shipping carrier to investigate the shipment and determine an appropriate solution.

Depending on the circumstances, available tracking information, carrier investigation, and applicable requirements, the resolution may include a replacement shipment or refund where applicable.

Before contacting us, customers should check with:

  • Household members

  • Neighbors

  • Building management

  • Reception desks

  • Mailrooms

  • Secure delivery areas

  • Other designated delivery locations

Packages may sometimes be delivered to a nearby secure location or accepted by another person at the delivery address.

Customers should also verify that the shipping address provided when placing the order was accurate and complete.

If the carrier confirms delivery to the correct address, additional information or documentation may be required before a replacement or refund can be considered.

Kinexise is not responsible for delays, losses, or delivery issues caused by an incorrect or incomplete shipping address supplied by the customer.

5. Exceptional Cases

Returns sent without prior authorization may experience delays in processing.

Customers should contact our support team before sending any product back so that we can provide the appropriate return instructions.

Original shipping charges are generally non-refundable unless the return results from our error, an incorrect shipment, a defective product, shipping damage, or another circumstance requiring reimbursement under applicable law.

If a customer refuses delivery without a valid reason, any refund will generally only be processed after the returned package has been received and inspected.

Any applicable shipping, handling, return, or other reasonable costs may be deducted from the refund where permitted by applicable law.

We reserve the right to refuse returns involving fraudulent claims, intentional damage, misuse, unauthorized alterations, excessive handling, false information, repeated abusive return activity, or other violations of this Return Policy.

Nothing in this Return Policy is intended to limit any rights or remedies that customers may have under applicable consumer protection laws.

Refund Request Procedure

Before returning any item, please contact our customer support team to obtain return authorization and detailed return instructions.

Please include the following information:

  • Full Name

  • Shipping Address

  • Email Address

  • Product Name

  • Order Number

  • Description of the issue

  • Reason for requesting a return

  • Photos showing any damage, defects, incorrect items, packaging damage, or other relevant issues, if applicable

If you are returning an Aromatherapy Candle or Fragrance because of a defect, shipping damage, incorrect item, leakage, damaged packaging, or other product-related issue, clear photographs can help our support team review the request more efficiently.

Once we receive your request, our customer support team will review the information and provide the appropriate return address and complete return instructions.

Please do not send a return to the company address listed below unless our customer support team specifically instructs you to do so.

The return address may vary depending on the fulfillment location, warehouse, return-processing facility, or circumstances of the return.

Sending a package to an address that has not been authorized by our customer support team may result in delays or difficulty processing your return.

Customers should retain their return shipping receipt and tracking information until the return has been successfully received and processed.

Return Shipping

Unless otherwise required by applicable law, customers are responsible for return shipping costs for returns based on personal preference, change of mind, or other reasons not caused by an error on our part.

If the return is due to an incorrect item, defective product, shipping damage, or an error made by Kinexise, we will review the circumstances and determine whether reasonable return shipping costs may be reimbursed.

Customers should not purchase an unusually expensive return shipping service without first contacting our customer support team, as reimbursement may be limited to reasonable return shipping costs where applicable.

When returning an item, customers are responsible for using appropriate packaging and a shipping service that provides reasonable tracking information.

For candles and fragrance products, customers should use packaging that provides appropriate protection against breakage, leakage, or other shipping-related damage.

Exchanges

If you would like to exchange a product for another fragrance, scent, variant, or other eligible product, please contact our customer support team before sending the original item back.

Exchange availability depends on inventory and the circumstances of the request.

Because inventory can change quickly, we cannot guarantee that a specific fragrance, scent, product, or variant will remain available when an exchange request is reviewed.

If the requested replacement item is unavailable, we may provide another appropriate resolution, such as a refund, where applicable.

Customers should not send an item for exchange without first receiving instructions from our customer support team.

Damaged or Incorrect Items

If your order arrives damaged, contains the wrong product, or contains a product that is materially different from what you ordered, please contact us as soon as possible and preferably within 30 days of delivery.

Please provide your order number and clear photographs of the product, packaging, shipping label, and any visible damage or discrepancy where applicable.

After reviewing the information, our customer support team will determine an appropriate resolution.

Depending on the circumstances, this may include a replacement, refund, partial refund, or reimbursement of reasonable return shipping costs where applicable.

Customers should keep the original packaging and shipping materials until the issue has been reviewed, as they may be relevant to a shipping damage claim.

Items That May Not Qualify for Return

To protect product quality and ensure that returned merchandise can be properly inspected and processed, an item may not qualify for a refund if it:

  • Has been used or consumed.

  • Has been opened where the nature of the product requires it to remain unopened for hygiene, safety, quality, or resale reasons.

  • Has been altered, refilled, repaired, or modified.

  • Has been damaged through improper use or handling.

  • Has signs of leakage, contamination, breakage, or other damage caused after delivery.

  • Has significant signs of use.

  • Is missing original packaging, seals, labels, or components where applicable.

  • Is missing required accessories or product components.

  • Has been intentionally damaged after delivery.

  • Is returned outside the applicable return period.

  • Is otherwise returned in a condition that prevents reasonable inspection or resale.

Nothing in this section is intended to exclude any return, refund, or other remedy that cannot lawfully be excluded under applicable consumer protection laws.

Final Return Conditions

All returns are subject to review and inspection.

Submitting a return request does not automatically guarantee approval.

A product must satisfy the applicable return requirements before a refund or other resolution can be issued.

We encourage customers to carefully review product descriptions, fragrance information, product specifications, ingredients or materials where provided, dimensions, product images, and other available product information before placing an order.

If you are uncertain about a product, fragrance, candle, scent profile, product specifications, or other details before purchasing, please contact our customer support team for assistance.

Our goal is to handle every return request fairly, consistently, and professionally while providing customers with a clear and convenient return experience.

Customer Service Information

Customer Service Email: [email protected]

Company Name: Kinexis INC

Company Address: 1401 17th St, Suite 475, Denver, CO 80202, United States

For all return-related questions, customers should contact our customer service team at [email protected] before sending any merchandise back.

Please note that the company address above is provided for business and customer-service correspondence. It should not be used as a return shipping address unless Kinexise’s customer service team specifically confirms that it is the correct return address for your order.

Kinexis INC reserves the right to update or modify this Return Policy when necessary to reflect changes in our business practices, services, applicable laws, or operational requirements. Any updated version will be published on our website.