Refund policy
INTRIGUED BY LEE LLC
Aura Signature Collection
Return, Refund & Shipping Protection Policy
Effective Date: June 01, 2026 • Last Updated: June 19, 2026
At Intrigued By Lee LLC, every product is handcrafted with intention and care. Because of the artisanal, small-batch nature of our candles, wax melts, and room sprays, we maintain a structured return and refund policy to protect both the quality of your experience and the integrity of our brand.
Please read this policy in full before placing your order. By completing a purchase, you agree to the terms outlined below.
1. All Sales Are Final
Due to the handcrafted and consumable nature of our products, all sales are final. We do not accept returns or exchanges on any opened, used, or undamaged items.
We kindly ask that you review product descriptions, scent notes, and safety information thoroughly prior to purchase. If you have questions before ordering, please reach out to us at support@intriguedbylee.com — we’re happy to help you find the right match.
2. Damaged or Defective Items
We take great pride in the quality of every item that leaves our hands. If your order arrives damaged, defective, or incorrect, we will make it right.
Eligibility
• Item must be reported within 7 calendar days of the confirmed delivery date.
• You must provide your order number and clear photo or video documentation of:
◦ The damaged or defective item(s)
◦ The original packaging as received
◦ The shipping label (visible tracking number)
• Items reported after the 7-day window or without documentation will not be eligible for replacement or refund.
Resolution Options
Upon review and approval of your claim, Intrigued By Lee will offer one of the following at our discretion:
• Replacement of the affected item(s), subject to availability
• Store credit equal to the value of the affected item(s)
• Partial or full refund in the original payment method for verified defects
Intrigued By Lee LLC reserves the right to determine eligibility and resolution on a case-by-case basis. Submitting a claim does not guarantee a refund or replacement.
3. What We Do Not Cover
The following are not eligible for return, refund, or replacement:
• Buyer’s remorse or fragrance preference (scent is subjective — please review scent profiles before purchasing)
• Damage caused by improper storage, use, or handling after delivery
• Minor color, texture, or scent variation inherent to handcrafted, small-batch production
• Items reported outside the 7-day claim window
• Items purchased during clearance, sale, or promotional events marked as “final sale”
• Lost or stolen packages where delivery was confirmed by the carrier
3a. Candle Care Instructions
To ensure the best performance and safe use of your Intrigued By Lee candle, please follow these care instructions:
• First burn: Let the candle burn until the entire top layer of wax melts to the edges of the container (typically 1–2 hours). This prevents tunneling and ensures even burning throughout the candle’s life.
• Trim the wick to 1/4 inch before every burn and remove debris from the wax pool before lighting.
• Burn in increments of 1–4 hours. Do not exceed 4 hours per session.
• Discontinue use once 1/2 inch of wax remains in the container.
• Allow wax to fully cool and solidify before relighting or moving the candle.
• Store unused candles in a cool, dry place away from direct sunlight.
• Keep away from drafts, vents, and air currents to avoid uneven burning and soot.
• Never leave a burning candle unattended; always burn on a stable, heat-resistant surface.
3b. Damages from Improper Candle Care
Intrigued By Lee LLC is not liable for, and will not offer replacement, refund, or store credit for, damage or product failure resulting from failure to follow the Candle Care Instructions in Section 3a or the safety guidance in our Terms & Conditions. This includes tunneling from an incomplete first burn, overheating or container failure from burning past the recommended 1/2 inch threshold, uneven burning caused by drafts, or any fire, surface, or property damage resulting from improper use.
Damage claims found to result from noncompliance with care instructions, rather than a manufacturing defect, will not be eligible under Section 2 of this policy.
4. Route Shipping Protection — Optional Coverage at Checkout
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📦 Protect Your Order with Route Intrigued By Lee LLC offers Route Package Protection as an optional add-on at checkout. Route is a third-party shipping insurance provider that covers lost, stolen, or damaged packages — giving you peace of mind from the moment your order leaves our hands. We strongly recommend Route for all orders, especially during peak seasons and for higher-value purchases. |
What Route Covers
• Lost packages — carrier confirmed lost in transit
• Stolen packages — marked as delivered but not received (porch theft, building theft, etc.)
• Damaged in transit — item(s) arrived broken or unusable due to shipping mishandling
How Route Works
Route is offered as a paid add-on during the checkout process. The cost is calculated based on your order total. When you add Route to your cart:
• You are purchasing a shipping protection plan directly through Route’s platform.
• If an issue arises, you file a claim directly through Route at claims.route.com or via the Route app.
• Route handles the claim review and resolution — typically a replacement order or refund — independently of Intrigued By Lee LLC.
• Most claims are resolved within 5–7 business days.
Filing a Route Claim
To file a claim with Route:
• Visit: claims.route.com
• Have your order number and email address ready
• Select your issue type (lost, stolen, or damaged) and submit photos if applicable
• Route will review and respond with a resolution
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Important: Route coverage is only active if you selected and paid for Route Package Protection at checkout. Intrigued By Lee LLC is not responsible for lost, stolen, or carrier-damaged packages on unprotected orders beyond the Damaged Item policy outlined in Section 2. |
Declined Route Coverage
If you choose not to add Route at checkout, Intrigued By Lee LLC’s liability for lost or stolen packages is limited. We will assist in filing a carrier claim on your behalf, but we cannot guarantee reimbursement or replacement for packages confirmed as delivered by the carrier.
5. Order Cancellations & Made-to-Order Timelines
All Intrigued By Lee candles are poured to order rather than shipped from pre-made stock. Please allow a minimum of 1 week (7 business days) for your candle to be poured, cured, and prepared for shipment. Wax melts and room sprays may ship sooner depending on current stock levels.
Once your order ships, please allow up to 3 weeks total from your purchase date for delivery, accounting for both production time and carrier transit. We appreciate your patience as each candle is made fresh just for you.
Orders may be cancelled within 24 hours of placement, provided the order has not yet entered production or shipped. To request a cancellation, email support@intriguedbylee.com with your order number and “CANCELLATION REQUEST” in the subject line.
Orders that have already been packed or shipped cannot be cancelled. Once an order ships, this Return & Refund Policy applies.
6. Refund Processing
Approved refunds will be issued to the original payment method within 5–10 business days of approval. Processing times may vary by financial institution.
Store credits are issued digitally and have no expiration date. They may be applied to any future Intrigued By Lee purchase.
Intrigued By Lee LLC does not refund original shipping charges unless the error was on our part (wrong item shipped, etc.).
7. Contact Us
For all return inquiries, damage claims, or order concerns:
• Email: support@intriguedbylee.com
• Subject line format: “Order #[XXXX] – [Issue Type]”
• Include: order number, photos, and a brief description of the issue
• Response time: within 2–3 business days
We stand behind every product we create. If something isn’t right, we want to know.
Thank you for supporting a Black-owned, woman-led small business.
— Intrigued By Lee LLC, Chicago, IL —