Return and Refund Policy

Last updated: July 19, 2026

We want you to be pleased with your PNW Candle Co. purchase. If something is not right, please contact us through pnwcandleco.com, and we will work with you to determine the appropriate resolution.

Returns

Eligible products may be returned within 30 days of delivery.

To qualify for a return, the product must be:

• Unused, unburned, and unmelted
• Unopened when the product is sealed for safety or hygiene
• In its original condition and packaging
• Accompanied by the order number or other proof of purchase

Please contact PNW Candle Co. before sending a return. Returns sent without prior authorization may not be accepted. Approved return instructions and the appropriate return address will be provided when your request is reviewed.

Fragrance Preferences

Fragrance is personal and may smell different in your home than it does in a product description. Products returned because of fragrance preference must remain unused and otherwise meet our return requirements.

We cannot accept a candle that has been burned, a wax melt that has been warmed or melted, or another fragrance product that has been used solely because the customer does not prefer the scent.

Nonreturnable Products

For health, safety, and product-integrity reasons, we cannot accept returns of:

• Burned candles or used wax melts
• Opened room sprays, reed diffusers, or other household fragrance products
• Opened or used soaps, shampoo bars, lotion bars, scrubs, or other personal-care products
• Opened household consumable products
• Personalized or custom-made products
• Gift cards
• Clearance items
• Products specifically marked “Final Sale”

Products purchased with a regular promotional discount remain eligible for return unless they were identified as clearance or final sale.

These exclusions do not prevent customers from contacting us about products that arrived damaged, defective, incorrect, or materially different from what was ordered.

Return Shipping

Customers are responsible for return-shipping costs when returning an eligible product because of personal preference, fragrance preference, or a change of mind.

We recommend using a trackable shipping service and retaining the tracking information until the return has been completed.

PNW Candle Co. will cover reasonable return or replacement shipping costs when we confirm that an item was damaged, defective, incorrect, or materially different from the item ordered.

We do not charge a restocking fee for approved returns.

Damaged or Defective Products

Please inspect your order promptly after delivery. If a product arrives damaged or defective, contact PNW Candle Co. within 48 hours of delivery.

Include:

• Your order number
• A description of the problem
• Photographs of the affected product
• Photographs of the shipping box and packaging, when applicable

Please retain the product and all packaging until we finish reviewing the claim. Depending on the circumstances and product availability, we may offer a replacement, refund, or other appropriate resolution.

Incorrect or Missing Items

If your order contains an incorrect item or an item is missing, contact us within 48 hours of delivery.

Once confirmed, PNW Candle Co. will correct the order at no additional cost or issue an appropriate refund if the correct product is unavailable.

Exchanges

We do not offer direct exchanges for preference-based returns. Customers may return an eligible product under this policy and place a new order for the preferred item.

Damaged, defective, or incorrect products may be replaced directly when inventory is available.

Order Cancellations

Cancellation requests should be submitted as soon as possible. We will make reasonable efforts to cancel an order before it enters processing, but cancellation cannot be guaranteed once fulfillment has begun.

If an order has already shipped, it must follow the applicable return requirements.

If PNW Candle Co. cancels an order or cannot ship it within the promised timeframe, the customer will be offered the choice of accepting the revised shipment date or receiving a full refund, including applicable shipping charges.

Refunds

Once an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow 5–10 business days for PNW Candle Co. to process the refund. Your bank or card issuer may require additional time before the credit appears in your account.

Original shipping charges are nonrefundable for preference-based returns. When a return results from an error by PNW Candle Co. or a confirmed damaged or defective product, the appropriate original shipping charges will also be refunded.

Gift purchases are refunded to the original payment method used by the purchaser.

Contact Us

To request a return or report a problem with an order, contact PNW Candle Co. through the contact information provided at pnwcandleco.com.