Terms and Conditions

Effective Date: July 14, 2025

Welcome to Chao Essence LLC! These Terms and Conditions govern your use of our website, www.chaoessence.com, and the purchase of our products. By accessing or using our website, you agree to comply with and be bound by these terms.

1. Business Information

Business Name: Chao Essence LLC
Entity Type: Limited Liability Company (LLC)
Contact Email: info@chaoessence.com
Website: www.chaoessence.com

Business Identity
“Chao Essence” is a brand owned and operated by Chao Essence LLC. All purchases, contracts, communications, and other transactions on this website are legally processed through Chao Essence LLC.
The use of “Chao Essence” refers solely to the branding and marketing of products and does not represent a separate legal or fictitious entity.

2. Orders & Payment

  • All prices are listed in U.S. dollars and may be updated without prior notice.
  • We accept major credit/debit cards and other secure payment methods.
  • Full payment is required before orders are processed and shipped.
  • We reserve the right to cancel any order if fraudulent or suspicious activity is detected.

3. Shipping & Delivery

  • Orders are typically processed within 2–3 business days.
  • Delivery times vary by location and shipping provider; delays may occur due to unforeseen circumstances.
  • Customers are responsible for providing accurate shipping details. We are not liable for lost packages due to incorrect information.
  • Shipping fees are calculated at checkout and are non-refundable unless otherwise stated.

4. Return & Refund Policy

We strive for customer satisfaction and accept returns under the following conditions:

4.1 Eligibility

  • Returns must be requested within 2 days of delivery.
  • Items must be unused, in original packaging, and in resellable condition.
  • Customized or personalized products are non-refundable unless defective.

4.2 Return Process

  • Email info@chaoessence.com with your order number and reason for return.
  • We will provide return instructions and the appropriate return address.
  • Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or defective item).
  • Refunds are processed within 2–3 business days after receiving and inspecting the returned item.

4.3 Refund Conditions

  • Refunds are issued to the original payment method.
  • Shipping fees are non-refundable unless the return is due to a mistake on our part.

5. Warranty Policy

At Chao Essence LLC, we take pride in the artistry and quality of our handcrafted candles and fragrance accessories. Each product is made with care, and slight variations are part of the charm and uniqueness of our artisanal process.

5.1 What Is Covered

We offer a limited 3-day warranty from the date of delivery to cover manufacturing defects only.

Covered issues include:

  • Product received in unusable condition due to a production error
  • Missing or incorrect items in your order

If your item qualifies under this policy, we will provide a replacement or store credit, at our discretion.

5.2 What Is Not Covered

Due to the handmade nature of our products, the following are not considered defects and are not covered by our warranty:

  • Broken or cracked vessel upon delivery
  • Natural variations in color, texture, scent intensity, or finish
  • Wax discoloration or frosting (a natural characteristic of soy wax)
  • Slight inconsistencies between batches
  • Damage caused by improper use (e.g., not trimming the wick, burning for too long)
  • Accidental damage after delivery (drops, spills, exposure to high heat)
  • Improper storage (direct sunlight, extreme temperatures, or humidity)
  • Allergic reactions to fragrance ingredients (please review scent info before purchase)

Note: Damaged Items Upon Delivery

At Chao Essence LLC, we take great care in packaging each item securely to ensure it arrives in perfect condition. We thoroughly inspect every product and document its condition through photographs and/or video prior to shipping. If your order arrives with a broken or cracked vessel, please notify us within 48 hours of delivery with clear photos of the packaging and damaged item.

However, once the item leaves our facility and has been documented as being in good condition, any damage incurred during transit is the responsibility of the shipping carrier. In such cases, we will assist you in filing a claim with the delivery company but cannot offer direct refunds or replacements for issues caused during transit.

5.3 How to Submit a Claim

If you believe your item has a qualifying defect, follow these steps within 3 days of delivery:

  1. Contact us at info@chaoessence.com with your order number and a brief description of the issue
  2. Include clear photos or a short video showing the defect
  3. Our team will review your claim and respond within 2 business days
  4. If approved, we will issue a replacement (if available) or store credit

Note: Customers are responsible for shipping costs related to returns or replacements, unless the issue was due to an error on our part.

5.4 Important Notes

  • Each Chao Essence LLC piece is unique. Minor variations are part of our identity and are not eligible for refunds.
  • Warranty claims must be made within the 3-day window. Claims after this period may not be accepted.
  • We reserve the right to decline any claim that does not meet our warranty criteria.

6. Product Use & Safety

  • Our products are intended for home fragrance and decorative purposes only.
  • Always follow the safety instructions provided on product labels.
  • We are not responsible for damage or injury caused by misuse, negligence, or failure to follow instructions.

7. Privacy Policy

We respect your privacy and handle your data in accordance with our Privacy Policy.
We never sell or rent personal information. Data may be shared with trusted service providers as needed for order fulfillment and processing.

8. Limitation of Liability

  • Chao Essence LLC is not liable for indirect, incidental, or consequential damages resulting from product use, delays, or website issues.
  • Our total liability will not exceed the amount paid for the product in question.

9. Changes to Terms

We reserve the right to update these Terms and Conditions at any time.
Changes will be posted on this page, and continued use of the site implies acceptance of the revised terms.

10. Contact Us

If you have any questions about these Terms and Conditions, feel free to reach out:

📧 Email: info@chaoessence.com
🌐 Website: www.chaoessence.com