Kountry Lights Candles Merchant Policy
This policy applies only to online orders placed from our website, if you purchase our product in a retail store, and need to return it, please return it to the store you purchased it from.

$20.00 MINIMUM ORDERS PLEASE!

SHIPPING POLICIES: We ship anywhere in the continental United States only. We ship via FEDEX and US Post office, whichever is the most economical for us to ship.
Item are made fresh as ordered, we do not stock an inventory, so your candles are as fresh as can be! Most orders are shipped within 10-14 business days. However, if your order is a large one, this could take a little longer, also during holiday seasons, processing is a little slower due to the volume of orders we receive. Feel free to email on status of your order at kountrylights@aol.com. Payments accepted are credit cards (no AMEX), paypal, or money orders (held 10 days).

PAYMENTS: We accept Visa, Mastercard, Discover, paypal, money orders. We NO longer accept paypal payments.
If you prefer to print out your order and mail a check or money order,
Click Here For Order Form

Customer Guarantee & Return policy:

If you are not satisfied with any of our items: you may return said item at your expense for either a replacement or refund of cost of item only, within 3 days of receiving the item you must notify us via email at kountrylights@aol.com of the return. Shipping and handling charges are non-refundable. Returns after 30 days will NOT be accepted! This policy is strictly enforced.
You must also report any shortages or mistakes in the order to Kountry Lights Candles within three days receipt of order. At that time, we will investigate the claim and will apply credit towards your next order. NO refunds.
All returns must be accompanied by the packing slip.

DAMAGES: If any item or package was damaged during shipping claims are filed directly with Kountry Lights Candles, unless damage caused by excessive heat while enroute. You must keep the broken item and all packaging materials that came with it, and notify us immediately at kountrylights@aol.com or call us at 813-780-8571. We will file a claim with Fedex, UPS or USPS, and have them pick up the broken item with packaging. Upon approval of claim, either a refund or replacement will be processed within 10 days.

SUMMER SHIPPING CONDITIONS: Due to the fact that we are in Florida, and ship nationwide, summer heat can affect wax slightly. Jar candles in particular, can be slightly soft when they arrive at your doorstep or if left in a hot mailbox, please try to avoid that by leaving a note for your mail carrier to either hold the box at the post office till you can pick it up, or deliver it to your door as long as someone is home. We can't stress enough that candles left in full sun or a hot mailbox will be softened!! If this does happen, please do not panic, put the jar candle in your refridgerator for approx. 10 minutes, NOT freezer! This will allow the wax to firm back up and the candle will be fine then. If you do in fact, receive any candle from us that is more than slightly melted, watery or leaking out of the jar, we will replace said candle, but we MUST be notified immediately via email at kountrylights@aol.com, said candle must then be packaged back up and shipped back to us at your expense, we will then credit your account or refund the amount for the candle, plus shipping, minus a 5.00 cover charge. We do strive to package our candles well and insulate them as best we can during the hot months!

When you return an item, please be sure to package it carefully and properly, if possible in the same box with same packing materials it came with and most importantly, please indicate the reason for the return. You may want to insure your return; we cannot be responsible for lost or misdirected returns.

All returns must be accompanied by the packing slip and sent postage paid. We will not accept items sent postage due. Your packing slip will indicate where you need to send your return. Due to manufacturing changes or improvements, packaging of products may vary from those pictured or described on our website. If you have any questions regarding your order, please feel free to email us at: kountrylights@aol.com

Order Cancellations:
If, for any reason, you wish to cancel your order, provided the candles have not been made, you may cancel and receive a refund less bank processing charge, approx. 5% of total amount. If candles have been made, then only 50% of total will be refunded (to cover cost of materials used). We do not accept cancellations if your order have been shipped already!

In the event of a dispute, including claim of non-receipt or charge-back, we may provide personal information and details of transactions to any individual or organization we deem appropriate to help resolve, prevent further abuse or bring prosecution for fraud or other charges. If you require signature for delivery you must request it on the “special message” screen upon checkout. If you live in a high-risk area we suggest you request signature confirmation. We will not be responsible for theft or loss. Requests in the “special message” area of checkout will also show on your automatic email confirmation. If you believe you requested signature confirmation but do not see it on your order confirmation you must contact us by email reply immediately. We reserve the right to require signature for delivery of any order and may cancel any order at our discretion. We do not rent or sell your name, address, email address or other personal information. We only use telephone numbers if we need to contact you regarding an order.

Maintenance: From time to time, our Secure Payment Gateway may be down for scheduled maintenance. The current maintenance schedule is Sundays from 12 to 4 p.m., Central Time (USA). Large or heavy orders will be shipped via UPS Ground, we do not ship by air.

Unauthorized returns subject to a minumum 30% restocking fee, less shipping/handling and will not be refunded at all if not in saleable condition or as determined by Kountry Lights Candles. Payment options: We gladly accept major credit cards online, currently Mastercard and Visa. In the event a credit card charge is disputed as fraudulent, unrecognized, unauthorized or any other reason, we will turn the matter to our collections department. Collections from chargebacks will result in a $20.00 additional collection fee in addition to the original purchase price payable by money order or cashiers check only. In the event the chargeback is not resolved in a timely manner we may turn the matter over to law enforcement agencies or other collection agencies and may result in additional fees due including but not limited to attorney's fees and court costs.

Mail Returns/damages to:
Kountry Lights Candles
3312 Apfel Road
Zephyrhills, FL 33543

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