Return and refund policy
Effective Date: Feb 1, 2026
Company: Kenzey
Website: shopkenzey.com
Address: 1309 Coffeen Avenue, Sheridan, WY 82801, USA
Phone: +1 (414) 250-8800
Email: support@shopkenzey.com
Our 99-Day Guarantee
We want you to love your Kenzey ritual — and we make it easy to shop with confidence.
Unopened products: changed your mind? No problem. Return any unopened product in its original packaging within 99 days for a full refund.
Opened products: if something isn't right — the scent isn't for you, or the product isn't performing as expected — reach out to our team within 99 days. We'll help you get the most out of your pearls, and if you're still not happy, we'll exchange it for a different scent or product, or give you full store credit. Most scent concerns are solved with a small setup change — we're really good at this.
Damaged or defective items are always replaced free of charge, no conditions.
Eligibility for Returns
To qualify for a return, items must meet the following conditions:
Wax Products: must be unopened and in their original packaging. Used or partially used wax cannot be returned.
Vessels (bowls, jars, accessories): must be unused, undamaged, and returned in their original packaging.
Non-returnable items:
Opened or used wax products
Sale or clearance items (if marked as such at checkout)
Gift cards
Return Shipping
Customers are responsible for the cost of return shipping.
Return shipping fees are as follows: $14.99 for returns and $19.99 for exchanges.
If you received a defective, damaged, or incorrect item, we’ll cover the return shipping and send a replacement or issue a full refund.
Refund Options
Once your return is received and inspected, we will notify you by email. Approved refunds can be issued in one of the following ways (your choice):
A full refund to your original payment method
Store credit for future purchases on shopkenzey.com
Processing Time
Refunds are typically processed within 5–7 business days after your return is received at our warehouse. Depending on your bank or credit card company, it may take additional time for the refund to appear in your account.
Damaged or Incorrect Items
If your order arrives damaged or if you received the wrong product, please contact us within 7 days of delivery at support@shopkenzey.com. Be sure to include your order number and photos of the issue. We’ll make it right by sending a replacement or issuing a full refund, including shipping.
Questions?
We’re here to help!
Email us at support@shopkenzey.com or call us at +1 (414) 250-8800.
✨ At Kenzey, your peace of mind matters to us. We believe in creating products that bring calm, comfort, and beauty into your home — and our policies are here to ensure your experience feels just as good as our candles do.