Refund policy
Refund and Return Policy
Last updated: August 31, 2026
Made to order
Every Occasora candle and gift set is produced after you order it. Your order goes to our manufacturing partner, the label artwork is applied, and the item is packed and shipped to you.
We do not accept change-of-mind returns
Because our products are made to order, we do not accept returns simply because you changed your mind, chose the wrong design, or selected a scent you did not enjoy, except where applicable law requires otherwise.
If you have ordered the wrong item, email support@occasora.com immediately with your order number. If production has not started, we may be able to amend or cancel the order.
Damaged, defective or incorrect items
Please contact support@occasora.com within 14 days of delivery if:
• Your item arrived broken, cracked or damaged in transit.
• The wax, wick or jar is defective.
• The label is misprinted, misaligned or damaged.
• You received the wrong design, scent or item.
Please include your order number, a description of the problem, and photographs of the item and outer packaging where possible.
For an eligible damaged, defective or incorrect item, we will offer a replacement or refund. You will not be responsible for return shipping in these cases. Please contact us before returning anything, as a return may not be necessary.
The 14-day reporting request does not limit any rights or remedies available to you under applicable law.
Missing orders
If your order has not arrived within the estimated delivery period, email support@occasora.com with your order number. We will investigate with our fulfillment partner and the carrier.
If the carrier confirms that your parcel is lost, we will offer a replacement or refund. Photographs are not required for an order you have not received.
Canceling an order
Email support@occasora.com as soon as possible with your order number.
Orders can enter production quickly. We can only confirm a cancellation or amendment if our manufacturing partner has not started production. A cancellation request is not confirmed until you receive confirmation from us.
Once production has started, we generally cannot cancel the order, except where applicable law requires otherwise.
Used items and misuse
We do not accept change-of-mind returns of candles that have been lit or burned.
Damage caused by misuse or failure to follow the supplied safety instructions is not covered by our voluntary replacement or refund policy.
However, using a candle does not automatically prevent you from reporting a genuine defect or exercising your legal rights.
Refunds
Approved refunds are issued to the original payment method. After a refund has been processed, your bank or payment provider may take additional time to display it in your account.
If you have not received an expected refund, email support@occasora.com with your order number so we can check its status.
Gifts sent directly to the recipient
If an order was sent directly to someone else, refunds are issued to the purchaser’s original payment method. Please include the original order number when contacting us about a gift.
Your legal rights
Nothing in this policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded or limited.
Contact
Georgie Gibbons trading as Occasora
Sole trader
Email: support@occasora.com