Refund/Exchange Policy

Refund Policy

At Earthly Embers Co., we want you to be happy with your purchase. Because fragrance preferences are personal, we understand that sometimes a scent may not be the right fit.

Refunds

All sales are final. Earthly Embers Co. does not offer monetary refunds.

However, eligible products may qualify for an exchange within 14 days of purchase under the conditions below.

Candle & Product Exchanges

To be eligible for an exchange, your item must be:

  • Requested for exchange within 14 days of purchase
  • Unused and in its original condition
  • Candles must be unburned
  • Returned in its original packaging when reasonably possible

To request an exchange, contact us at support@earthlyembersco.com with your order number and the reason for the exchange.

Scent Exchanges

If you receive your candle and decide the fragrance isn't the right fit, you may request a scent exchange within 14 days of purchase.

Approved scent exchanges are limited to one exchange per original purchase.

Once we receive and inspect your returned item, your replacement will be prepared and shipped.

Return Shipping for Exchanges

Customers are responsible for the cost of return shipping for voluntary exchanges, including scent exchanges or ordering the wrong item.

For your convenience, Earthly Embers Co. can generate a prepaid return shipping label for an approved exchange. The cost of that return label must be paid by the customer before the label is issued.

Return shipping charges are non-refundable.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible at support@earthlyembersco.com.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged or incorrect product
  • Photos of the shipping packaging when applicable

If the item was damaged during shipping or the mistake was made by Earthly Embers Co., we will provide an appropriate replacement at no additional cost to you, including necessary shipping costs.

Custom Orders

Because custom and personalized products are made specifically for the customer, custom orders are final sale and are not eligible for scent exchanges or voluntary returns.

If a custom order arrives damaged or there is an error made by Earthly Embers Co., please contact us so we can review the issue and make it right.

Items That Cannot Be Exchanged

We cannot accept voluntary exchanges for:

  • Burned or used candles
  • Used Embers Mist products
  • Products that have been altered or damaged after delivery
  • Custom or personalized products
  • Items returned outside the 14-day exchange period

This does not affect requests involving products that arrived damaged, defective, or incorrect.

Questions

If you have questions about whether your order qualifies for an exchange, contact:

Earthly Embers Co.
Houston, Texas
Email: support@earthlyembersco.com

Last Updated: September 13, 2026