Refund policy

Refund & Returns Policy

Effective date: October 30, 2025
Applies to: Orders shipped within the United States only

Made-to-Order (Print on Demand)

All candles are produced on demand by our manufacturing partner (Candle Builders via Printify) after you place your order. Because items are custom-made, we do not accept returns or exchanges for buyer’s remorse, preference changes, or scent/color expectations.

We follow the replacement and claim guidelines allowed by Candle Builders/Printify. In eligible cases (outlined below), we will repair, replace, or refund according to those guidelines.

Order Changes & Cancellations

  • 2-Hour Grace Window: Changes or cancellations may be requested within 2 hours of purchase.

  • After 2 hours, your order is in production and cannot be changed or canceled.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we’ll make it right.

You must report issues within 7 calendar days of delivery.
Email us at [your support email] with:

  1. Order number

  2. A brief description of the issue

  3. Clear photos showing:

    • The shipping box (all sides) and shipping label

    • The product label on the candle bottom

    • The damage/defect (multiple angles)

    • Any packing materials

Do not discard the item or packaging until we confirm next steps. Depending on the issue and Candle Builders/Printify guidelines, we will:

  • Replace the item at no cost, or

  • Issue a refund to your original form of payment, or

  • Provide a partial refund if appropriate.

Safety note: We cannot accept returns of used candles or items that have been burned.

Lost or Missing Packages

If tracking shows “delivered” but you didn’t receive your package:

  • Check with household members, neighbors, leasing offices, and your local post office/UPS Access Point.

  • Wait 48 hours—carriers sometimes mark packages as delivered early.

  • If still missing, contact us within 7 days of the “delivered” scan. We will help file a carrier inquiry and follow Candle Builders/Printify guidelines for possible replacement.

If tracking shows no movement or the package is lost in transit, contact us. After the carrier investigation window, we’ll replace or refund in line with supplier policies.

Address Issues & Undeliverable Packages

Please enter your shipping address carefully at checkout.

  • Incorrect/Insufficient Address Provided by Customer: If undeliverable, we can reship to a corrected address once the item is returned to sender. Reship fees (and any carrier return fees) will apply.

  • Refused/Unclaimed Packages: Treated as undeliverable. Reship fees apply. Refunds are not available for print-on-demand items that return due to refusal/unclaimed status.

Normal Variations (Not Defects)

  • Scent Perception: Fragrance strength can feel different person-to-person and by room size/ventilation. This is not considered a defect.

  • Hand-Finished Nuances: Minor variations in wax surface, label alignment, color tone, or wooden wick grain are normal and do not affect performance.

  • Frosting/Surface Texture: Natural plant waxes may show frosting or slight surface changes—this is cosmetic, not a defect.

Exchanges

Because each candle is made to order, we do not offer exchanges (e.g., for a different scent).

Return Authorization Required

Do not return any item without written authorization. Unauthorized returns will not be accepted or refunded, and may be refused at delivery. When a return is required by Candle Builders/Printify, we’ll provide instructions and the correct return address.

Refunds (When Approved)

  • Refunds, when approved under the guidelines above, are issued to the original payment method.

  • Depending on your bank, it may take 5–10 business days for the credit to appear.

  • Original shipping fees are non-refundable unless the issue was our error (or as required by our supplier’s policy).

Warranty & Candle Care

We stand behind our products when used as directed. For best results and safety:

  • Trim wooden wick to ~⅛–¼″ before each burn

  • Burn 2–3 hours per session to achieve a full melt pool

  • Keep away from drafts, children, and pets; never leave unattended

  • Stop use when ~½″ of wax remains

Misuse or failure to follow candle care guidelines is not covered.

U.S.-Only Sales

We ship within the United States only. Orders placed to forwarding services or non-U.S. destinations are not eligible for replacements/refunds outside the U.S. carrier network and supplier policy.

How to Reach Us

Questions or a claim to file? We’re here to help.
Email: [your support email]
Order number: Include in the subject line for fastest service.

Summary (Plain English)

  • Made to order = no returns/exchanges for preference.

  • Report damage/defects/incorrect items within 7 days with photos.

  • Lost/undeliverable depends on carrier results; reship fees apply for address issues.

  • We follow Candle Builders/Printify’s replacement/refund rules.