Refund policy
Return and Refund Policy | Ember + Sage Candle Co.
At Ember + Sage Candle Co, we take great care in crafting our hand-poured candles and want you to be completely satisfied with your purchase. Please review our policy below regarding returns and refunds.
Returns
We understand that occasionally, you may need to return a product. You may return unopened and unused items in their original packaging within 14 days of receiving your order for a full refund or exchange (excluding shipping costs).
To initiate a return, please follow these steps:
- Contact Us: Email us at embersagecandleco@gmail.com with your order number, the name of the item(s) you wish to return, and the reason for the return.
- Return Authorization: We will review your request and, if approved, provide you with a Return Authorization and instructions on where to send your return.
- Packaging: Please carefully package the item(s) to prevent damage during shipping. Include all original packaging and any accompanying materials.
- Shipping: You will be responsible for the return shipping costs unless the return is due to a defect in the product or an error on our part. We recommend using a trackable shipping method and insuring your package, as we cannot be responsible for items lost or damaged in transit.
Refunds
Once we receive your returned item(s) and inspect them to ensure they are in their original, unopened, and unused condition, we will process your refund.
- Refunds will be issued to the original payment method used for the purchase.
- Please allow 5-10 business days for the refund to appear in your account after we have processed the return. Processing times may vary depending on your bank or credit card company.
- Original shipping costs are non-refundable unless the return is due to a defect in the product or an error on our part.
Exchanges
If you would like to exchange an item for a different scent or product, please follow the return process outlined above. Once your return is received and processed, you can place a new order for the desired item(s) on our website.
Damaged or Defective Items
If your order arrives damaged or if you believe you have received a defective item, please contact us immediately (within 7 days of receiving your order) at embersagecandleco@gmail.com with photos of the damage or defected item and the inside and outside of your shipment container. We will work with you to find a suitable solution, which may include a replacement, exchange, or refund.
Non-Returnable Items
We cannot accept returns on opened or used candles unless they are damaged or defective upon arrival.
Cancellations
If you wish to cancel an order, please contact us as soon as possible. We will do our best to accommodate your request. However, once an order has been shipped, it cannot be canceled and will need to be processed as a return.
Questions?
If you have any questions about our Return and Refund Policy, please don't hesitate to contact us at embersagecandleco@gmail.com.