Refund policy
Thank you for shopping with Scented Flame Candle Supply. We are grateful to be part of your candle, soap, and fragrance-making process, and we want every customer to feel confident ordering from us.
Because many of our products are used in handmade goods and can be affected by handling, contamination, temperature, tampering, or product testing, we have specific return and refund guidelines. Please review this policy before placing your order.
By placing an order with Scented Flame Candle Supply, you agree to the terms below.
Final Sale and Non-Returnable Items
For safety, quality, and product integrity reasons, the following items are final sale and cannot be returned or exchanged:
- Fragrance oils
- Fragrance oil samples
- Wax
- Opened, used, tested, altered, or partially used products
- Clearance, closeout, discontinued, or final sale items
- Special order or custom order products
- Free gifts, promotional items, or samples
- Gift cards
Fragrance is highly personal and subjective. We understand that not every scent will be the perfect fit for every maker or every project, but we cannot accept returns or issue refunds because a fragrance is not preferred, smells different than expected, or does not work for a customer’s personal taste.
We always recommend testing fragrance oils in your own formulas, wax, soap base, and application before making large batches or finished products.
Damaged, Leaking, Missing, or Incorrect Items
If your order arrives damaged, leaking, missing an item, or includes the wrong item, please contact us at customerservice@scentedflame.com within 48 hours of delivery.
To review the issue, we may ask for:
- Your order number
- A description of the issue
- Photos of the item or items involved
- Photos of the shipping box, shipping label, packing materials, and any visible package damage
- Confirmation of the items received
Please keep all products, packaging, shipping boxes, and packing materials until your claim has been reviewed. In some cases, the shipping carrier may require photos or inspection before a claim can be completed.
Claims reported after 48 hours may not be eligible for refund, replacement, or store credit.
If your claim is approved, Scented Flame Candle Supply may, at our discretion, offer a replacement, store credit, refund to the original payment method, or another appropriate resolution based on the situation.
Product Quality Concerns
If you believe there is a quality issue with a product, please contact us at customerservice@scentedflame.com within 7 days of delivery so we can review it.
Please include your order number, the product name, lot number if available, a description of the concern, and photos if applicable.
Because fragrance performance can vary depending on wax type, soap base, cure time, usage rate, temperature, additives, testing method, and finished product formula, Scented Flame Candle Supply is not responsible for results in finished goods. Customers are responsible for testing products in their own applications before full production.
Returns on Eligible Items
Most products sold by Scented Flame Candle Supply are final sale due to product integrity and safety reasons.
In limited cases, unopened and unused non-final-sale items may be eligible for return with prior authorization. Returns must be requested within 7 days of delivery.
To be eligible for review, the item must be:
- Unopened
- Unused
- In its original packaging
- In resellable condition
- Approved by Scented Flame Candle Supply before being shipped back
Returns sent without prior authorization may be refused or returned to the sender.
Customers are responsible for return shipping costs unless the return is due to an error made by Scented Flame Candle Supply. We recommend using a trackable shipping method. Scented Flame Candle Supply is not responsible for return packages that are lost, damaged, or delayed in transit.
Original shipping charges are non-refundable.
Refunds
Approved refunds will be issued after the return, claim, or order issue has been reviewed.
Refunds may be issued to the original payment method or as store credit, depending on the situation and at Scented Flame Candle Supply’s discretion.
Once a refund is issued, it may take several business days for the customer’s bank, credit card company, or payment provider to post the funds. Processing times vary by financial institution and are outside of our control.
Shipping charges, return shipping fees, carrier fees, and handling fees are non-refundable unless otherwise required by law or unless the issue was caused by an error made by Scented Flame Candle Supply.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will do our best to help, but cancellations are not guaranteed once an order has been placed. If an order has already entered fulfillment, been packed, or had a shipping label created, we may not be able to cancel it.
If an order is successfully canceled before shipment, a refund may be issued to the original payment method.
Address Errors, Returned Packages, and Refused Delivery
Customers are responsible for entering a complete and accurate shipping address at checkout.
Scented Flame Candle Supply is not responsible for packages shipped to an incorrect, incomplete, or outdated address provided by the customer.
If an order is returned to us because of an incorrect address, incomplete address, refused delivery, or failure to pick up the package, we may offer to reship the order at the customer’s expense. If a refund is approved instead, the original shipping charge, return shipping fees, carrier fees, and any applicable restocking costs may be deducted from the refund.
Packages Marked Delivered
If tracking shows that a package was delivered but you cannot locate it, please check the delivery area, mailbox, porch, parcel locker, garage, mailroom, front desk, neighbors, and local carrier office.
Scented Flame Candle Supply is not responsible for packages marked delivered by the carrier but missing, stolen, or misplaced after delivery.
We are happy to help guide customers through the carrier claim process when possible, but we cannot issue a refund or replacement for a delivered package unless the carrier claim or investigation is resolved in the customer’s favor.
Sale Prices and Discount Codes
Discounts, promotions, and sale prices cannot be applied retroactively to previous orders.
Only one discount code may be used per order unless otherwise stated. If a discount code does not apply at checkout, please contact us before placing the order. We cannot guarantee that discounts can be added after an order has been submitted.
Before Filing a Payment Dispute
We are here to help and always appreciate the opportunity to resolve an issue directly.
If there is a problem with your order, please contact us before filing a chargeback or payment dispute with your bank, credit card company, PayPal, Shop Pay, or other payment provider.
Filing a dispute before contacting us may delay the resolution process. Scented Flame Candle Supply keeps records of order details, tracking information, delivery confirmation, customer communication, payment information, refund activity, and policy acknowledgments for dispute-response purposes.
Questions?
If you have a question about a return, refund, damaged item, missing item, incorrect item, or order issue, please contact us at customerservice@scentedflame.com with your order number. We will be happy to review the issue and help however we can within the terms of this policy.