Returns Policy
OUR SATISFACTION GUARANTEE. At Emberlight Theory, we stand behind the quality of our handmade candles. This Returns Policy outlines our procedures for returns, exchanges, and refunds to ensure your complete satisfaction with your purchase.
§1 Return Eligibility
To be eligible for a return, the following conditions must be met:
- ✓ Return initiated within 30 days of delivery
- ✓ Item must be unused and in original condition
- ✓ Original packaging must be intact
- ✓ Proof of purchase required
§2 Non-Returnable Items
The following items cannot be returned:
- ✗ Custom or personalized candles
- ✗ Candles that have been lit or used
- ✗ Sale or clearance items (unless defective)
- ✗ Gift cards
§3 Return Process
Initiate Return
Email sales@emberlighttheory.com with your order number and reason for return
Receive Authorization
We'll provide a Return Merchandise Authorization (RMA) number and shipping instructions
Ship Item
Pack item securely with RMA number visible and ship to provided address
Receive Refund
Refund processed within 5-10 business days after receipt and inspection
§4 Damaged or Defective Items
Priority Handling: Damaged or defective items receive expedited processing.
Please contact us immediately at orders@emberlighttheory.com with:
- • Order number
- • Photos of the damaged item and packaging
- • Description of the issue
We will provide a prepaid return label and choice of replacement or full refund.
§5 Shipping Costs
Standard Returns
Customer responsible for return shipping costs. Original shipping charges non-refundable.
Defective/Damaged Items
We cover all shipping costs and provide prepaid return labels.
§6 Refund Timeline
Total time from receipt: 5-10 business days
§7 International Returns
International customers are responsible for all return shipping costs, customs fees, and import duties. We cannot refund these charges. Processing times may be extended due to international shipping.
§8 Contact Information
For questions about returns or to initiate a return:
Returns Email: sales@emberlighttheory.com
Customer Service: support@emberlighttheory.com
Hours: Monday-Friday, 9AM-5PM MST
This Returns Policy is subject to our Terms of Service.