Refund Policy

At Haus of Flame Candle Co, your satisfaction is our top priority. We understand that sometimes you may need to return a purchase, and we are here to make the process as straightforward as possible. Please review our return policy below:

Eligibility:

You have up to 14 days from the date of your order to request a return or exchange. We do not provide refunds. 

Returns and Exchanges:

We offer the option to either exchange the product or receive a store credit for the price of the unopened item(s). Unfortunately, we cannot accept returns or exchanges for orders older than 14 days.

Initiating a Return:

To begin the return process, please send an email to cs@hausofflame.com with your Order Number. This step is essential for us to assist you promptly.

Return Conditions:

The items you wish to return must be in resalable condition, unopened, and in their original packaging.

Shipping Costs:

Please note that the shipping costs for returning the items to us and any initial shipping costs incurred on the original purchase are your responsibility. We will refund shipping costs only if you are returning a damaged item.

Damaged Items:

In the rare event that you receive a damaged item, we will replace it with an identical product. Please be prepared to provide a photo of the damaged item to assist with the replacement process.

Gift Returns:

Items received as gifts (purchased by someone other than you) can be exchanged or returned for store credit within 14 days of the original order date, provided they are in resalable condition. We do not accept returns for sale items or gift cards; these purchases are final.

Discrepancy with Shipment:

If there is a discrepancy with your order, such as missing or incorrect items, please contact us within 48 hours of receiving your order at 888-555-1234 or email us at cs@hausofflame.com. We cannot address discrepancies reported after 48 hours.

Return Address:

Haus of Flame Candle Co
Returns Department
PO Box 65714
Albuquerque, NM 87193

Packaging and Insurance:
Ensure that you package the items securely, using the original shipping box if possible. We recommend shipping via UPS or Parcel Post with insurance to protect against damage or loss during transit. Please include a copy of your invoice in the return package.

Refund Process:
After we receive your return package, please allow up to 14 days for us to process your store credit. You will be contacted via email once the credit has been issued.

 

Exchanging Items:

If you choose to exchange an item, please note that you are responsible for both the return shipping costs to our facility and the replacement shipping costs to you. Return and replacement shipping costs are separate services provided by the courier.

 

Exceptions and Important Notes:

Unfortunately, we cannot accept returns on sale items, discontinued items, clearance items, limited collections/releases, or gift cards. These purchases are considered final sales and are not eligible for returns, refunds, or exchanges.

Please take into account that candles, wax melts, and related products can be sensitive to heat during shipping. We cannot assume responsibility for items that may soften or melt when exposed to elevated temperatures for prolonged periods. We strongly recommend arranging delivery to a climate-controlled location, such as a residence or business, where someone can receive your package. In cases where packages are left outdoors in hot conditions, candles, and related items may potentially undergo melting, and we cannot be held liable for any resulting damage.

 

Final Sale on All Merchandise:

At Haus of Flame Candle Co., we take pride in providing high-quality, made-to-order merchandise. Due to the custom nature of these products, please note the following important aspects of our return policy for merchandise:

No Returns or Exchanges: All merchandise is considered final sale. We do not offer returns or exchanges on any merchandise items.

Made-to-Order: Each piece of merchandise is uniquely created at the time of your order, ensuring a product tailored to your preferences.

Quality Assurance: We ensure that all merchandise is thoroughly inspected for quality before shipment, maintaining our high standards.

Customer Satisfaction: While we cannot accept returns or exchanges on merchandise, your satisfaction is important to us. If there are any issues with your order, please contact us at cs@hausofflame.com.

 

Thank you for choosing Haus of Flame Candle Co. If you have any questions or require assistance with a return, please don't hesitate to reach out to us. Your satisfaction is essential to us, and we are here to help.