Refund policy

We take great care in creating and packing every Haute Candles order, and we want you to be happy with your purchase. If something is not right, please contact us at kari@hautecandles.com so we can help.

Returns

We accept returns of eligible products within 14 days of delivery.

To qualify for a return, an item must be unused, unopened, and in its original condition and packaging. Because fragrance is personal and our products cannot be resold once opened or used, we cannot accept returns based solely on scent preference after a product has been opened.

Before returning anything, please email kari@hautecandles.com with your order number and the reason for your return. Returns sent without prior authorization may not be accepted.

Customers are responsible for return shipping costs on preference-based returns. We recommend using a trackable shipping service, as Haute Candles cannot be responsible for returns lost or damaged in transit. Original shipping charges are nonrefundable.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, leaking, or incorrect, contact us within seven days of delivery at kari@hautecandles.com. Include your order number and clear photographs of the item, its packaging, and the shipping box so we can evaluate the issue.

Photographs and videos submitted with a claim must accurately show the product and packaging as received. AI-generated, AI-altered, composited, staged, or otherwise materially edited or falsified images will not be accepted as proof of damage. If we cannot verify a claim from the initial photographs, we may request the original image files, additional angles, a short video, the shipping label and packaging, live verification, or return of the product before approving a replacement, credit, or refund. Fraudulent evidence may result in denial of the claim.

When a problem is verified, Haute Candles may offer a replacement, refund, or store credit, depending on the circumstances and product availability. Please keep the damaged item and all packaging until we let you know whether they are needed for a carrier claim.

Minor variations in color, texture, finish, or appearance are natural characteristics of small-batch, handcrafted products and are not considered defects when they do not affect the product's safe use or performance.

Nonreturnable Items

We cannot accept returns of:

  • Opened or used candles, wax melts, fragrance products, bath or body products

  • Custom or personalized products

  • Gift cards

  • Clearance, discontinued, or items marked final sale

  • Products damaged through misuse, improper storage, or failure to follow the product's care and safety instructions

If you are unsure whether your item qualifies, please contact us before sending it back.

Exchanges

We do not process direct exchanges by mail. The quickest option is to return an eligible item and place a new order for the replacement product.

Refunds

We will notify you after we receive and inspect your return. If approved, the purchase price of the eligible item will be refunded to the original payment method. Original shipping charges are nonrefundable unless the return resulted from our error or the item arrived damaged or defective.

Please allow time for your bank or card issuer to process and post the refund after it is issued. If more than 10 business days have passed since we approved your refund, contact us at kari@hautecandles.com.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible. We will gladly help when we can, but changes and cancellations are not guaranteed once an order has entered production, packing, or fulfillment. Orders that have already shipped cannot be cancelled and must follow the return process above.

Custom or personalized orders cannot be changed or cancelled once production has begun.

Packages Returned to Sender

If an order is returned to us because the shipping address supplied at checkout was incorrect, incomplete, or undeliverable, we will contact you. Additional shipping charges may apply if you would like the order resent. If an eligible order is refunded instead, original shipping charges and carrier return fees may be deducted from the refund.

Contact Us

For questions about a return or refund, contact:

Haute Candles LLC
Astoria, Oregon
kari@hautecandles.com