Refund policy
Wholesale Return & Claims Policy
We want every maker to test and scale with confidence. Because glass candle vessels are fragile, production-sensitive goods, we recommend starting with a Discovery Carton or a single case before placing larger volume or pallet orders.
1. General Returns
We accept returns within 14 days of delivery for eligible unused items. Eligible returns include sizing issues, style changes, or general compatibility concerns, provided the items meet the conditions below.
Return Conditions
- Items must be unused, unfilled, unburned, unaltered, and in resaleable condition.
- Items must be securely packed in their original master carton and protective packaging.
- We cannot accept returns on vessels that have been filled with wax, burned, labeled, modified, tested in production, or otherwise used.
Return Shipping & Processing
Customers are responsible for return shipping costs and carrier arrangements. We do not provide prepaid return labels for general returns. All approved returns must be shipped to our California fulfillment center. We do not accept unauthorized returns or physical drop-offs.
Restocking Fee: We do not charge a restocking fee for eligible returns.
Refund Processing: Once your return is received and inspected, approved refunds will be issued to the original payment method. Please allow 5-7 business days after inspection for the refund to appear.
2. Damages & Shortages
Each case is packed with protective inserts for transit. If an item arrives damaged or your order has a quantity discrepancy, please contact us within 5 days of delivery at wholesale@versevesselco.com.
To help us review your claim quickly, include:
- Your order number
- Photos of the damaged item(s)
- Photos of the outer carton and inner protective inserts
- A brief description of the issue
Please keep the damaged item(s) and all packaging until your claim is resolved. Approved claims may be resolved through a refund, store credit, or other appropriate resolution at our discretion. We generally do not ship individual replacement vessels for partial case damage due to freight costs and breakage risk.
3. Exchanges
We do not process direct exchanges. If you need a different style, size, or finish, please follow the return process for eligible unused items and place a new order for the correct vessels.
4. Non-Returnable Items
The following items are not eligible for return:
- Used, filled, burned, labeled, or altered vessels
- Items tested in candle production
- Custom orders, custom finishes, custom logos, or special sourcing orders
- Pallet or bulk orders unless approved in writing
- Items reported damaged after the claim window
5. How to Start a Return or Claim
Email wholesale@versevesselco.com with your order number and a short description of the issue. Our team will review your request and provide next steps.