Refund policy

Money-Back Guarantee.

  • We are proud to stand 100% behind our products. Your satisfaction is always our top priority and we pride ourselves in our hassle free Return and Exchange Policy. If for any reason you are not completely satisfied with your purchase, we will be happy to facilitate an exchange or a return to ensure your complete satisfaction. 

  • You can return purchased items any time or an exchange or full refund (less shipping charges) subject to our Return Conditions. We do not accept returns on customized products. Items that are not defective must be returned in NEW (unopened, unused, untested, and resalable) condition, in the original manufacturer packaging, with all the original contents included. Refunds will only be made to the original payment within 7-10 days of our receipt of the return.

  • For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage. All charges related to the return of items to Tngran are the responsibility of the customer unless the item was defective or damaged in transit, you received the wrong item, or where the fee is prohibited by law. Make sure you get a tracking number for your return.

  • If your order was lost or damaged in transit, we will be glad to offer you a replacement or a refund in the form of the original payment method after the lost or damaged items have gone through our loss and damage investigation procedure. Replacements will be shipped by using the shipping method that customer selected on the original order.

Return Conditions

  • Candles must be returned in NEW (unused, untested, and resalable) condition, For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.

  • Candles that have been used by the customer or items that have been damaged by use cannot be returned to us. 

  • When repacking an item for return, please be sure to include all the free and promotional items that came with your order as well as all applicable accessories. 

Return Policy Exceptions

We are unable to accept returns or exchanges on the following items:

  • If an Candle has been used.
  • Customized or personalized products.
  • Special order items including promotional and corporate gifts merchandise.
  • Shipping charges and gift-wrapping charges are non-refundable, except in the event that Tngran shipped you the wrong items. Customers receiving free shipping will be charged the exact shipping charge for shipping if their order is returned for a refund of the original purchase price.
  • Customer will be charged an additional SHIPPING fee for any refused or undelivered shipment due to customer's incorrect addressed entered on the order form which must refunded. Any order that needs to be re-shipped will be charged at the same shipping charges that apply to the original order.

What happens if my item arrived damaged or was lost?

    • All shipped items are insured. Inspect your order immediately upon delivery. It is unlikely that anything will be damaged as we pack our orders well. If you detect visible physical damage or missing items, email  us via the website immediately if damage has been detected.

    • If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation. Please let us know as soon as you can.

Contact us via the contact link on this web site.