Refund Policy

Items can be returned within 7 days of delivery. Please see specifications below. We will ask for photo proof of damaged or defective items. Please see the bottom of the page for return and refund information on scents you ordered, but do not enjoy. 

To be eligible for a return, your item must be unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the order number, receipt or other proof of purchase. 

To start a return, you can contact us at info@floatingembercandle.com. If your return is accepted, we will issue a refund once the items are received. Customer's are responsible for return shipping costs. Items sent back to us without first requesting a return will not be eligible for a refund or exchange. Shipping will not be refunded under any circumstance. 

You can always contact us for any questions at info@floatingembercandle.com.

Damages and issues 
Please inspect your order upon receiving and contact us immediately if the item/items are defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Custom products (such as special orders or personalized items), and any personal care products that are opened and unsealed. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

We do not accept returns, exchanges, or issue refunds for products made by other Maker's, but will help you get in touch with the manufacturer or maker in these circumstances. Wax Warmers are an exception to this. 

Unfortunately, we cannot accept returns on gift cards.

Exchanges 
Exchanges are not permitted unless the item is in it's original packaging, and unused. We do not offer exchanges on bath and body products or food items unless they are still sealed and in it's original packaging. Any evidence of the item being used will result in no exchange or refund. Customer's are responsible for shipping the item back and any costs associated with shipping.

Wax warmers that are defective and the return approved can be exchanged or refunded.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

There are no refunds for lost, stolen, or damaged products, but by contacting us we can open a parcel investigation to try and fix the issue. If an investigation proves no issue in package delivery, a refund or reshipment of order will not be completed. This is to prevent fraud. 

We also insure every order through our shipping carriers, and can file a claim if your order is lost or damaged in shipping. We may need documentation from you to file the claim. 

Items on our website created by other maker's and not Hemp Wick Candles LLC cannot be refunded or exchanged. 

Classes, workshops, and virtual events list their own refund policies in each item description. Generally those items are nonrefundable, but rescheduling is possible.

There is no refund or exchange on ebooks or other digital products. 

*We do not accept refunds or returns on international orders due to unpaid taxes or duty. Customer is responsible for paying taxes and duty upon delivery of their item. International customers will be responsible for all other returns or exchange shipping costs.

**If you do not like the scents that you ordered, you may send the items back in their original packaging for a partial refund. However, the items must be unused. Unused is defined by no wax melts missing from container, and candle wick not ever being lit. Customer is responsible for paying shipping costs on the return. Once we receive the return, we will issue your refund. Please email us first before sending your return. We do not offer refunds or exchanges on items not made by Hemp Wick Candles LLC or by Floating Ember Candle Co. 

***The same rules apply to in store customers. We must be able to look up your purchase by name, email, or card number. We do not offer refunds in store, you will be issued a digital store gift card by email instead.