Refund Policy

At Haus of Flame Candle Co., your satisfaction is our top priority. We understand that sometimes you may need to return a purchase, and we are here to make the process as straightforward as possible. Please review our return policy below:

Eligibility

You have up to 7 days from the date of your order to request a return or exchange. We do not provide refunds.

Returns and Exchanges

We offer the option to either exchange the product or receive store credit for the price of the unopened item(s). Unfortunately, we cannot accept returns or exchanges for orders older than 7 days.

Initiating a Return

To begin the return process, please send an email to cs@hausofflame.com with your Order Number. This step is essential for us to assist you promptly.

Return Conditions

The items you wish to return must be in resalable condition, unopened, and in their original packaging.

Shipping Costs

Please note that the shipping costs for returning the items to us and any initial shipping costs incurred on the original purchase are your responsibility. We will refund shipping costs only if you are returning a damaged item.

Damaged Items

In the rare event that you receive a damaged item, we will replace it with an identical product. Please be prepared to provide a photo of the damaged item to assist with the replacement process.

Candle & Wax Warmers – Warranty & Returns

All candle and wax warmers include a two-week manufacturer defect warranty. If a warmer arrives damaged or develops a defect within two weeks of purchase, Haus of Flame will provide a replacement or issue store credit of equal or lesser value.

After the two-week period, all warranty claims must be directed to the manufacturer, Candle Warmers Etc., who offers a 1-year limited warranty on warmers and a 90-day limited warranty on warming bulbs. This warranty covers defects in materials and workmanship under normal household use, but does not cover bulbs beyond 90 days, exterior or interior finishes, or damage caused by misuse, accidents, or negligence. Proof of purchase is required for all claims.

Warranty registration and claims can be submitted directly to Candle Warmers Etc. at: Warranty Registration Form

Gift Returns

Items received as gifts (purchased by someone other than you) can be exchanged or returned for store credit within 7 days of the original order date, provided they are in resalable condition. We do not accept returns for sale items or gift cards; these purchases are final.

Discrepancy with Shipment

If there is a discrepancy with your order, such as missing or incorrect items, please contact us within 48 hours of receiving your order at cs@hausofflame.com. We cannot address discrepancies reported after 48 hours.

Return Address

Haus of Flame Candle Co.
Returns Department
P.O. BOX 65163
Albuquerque, NM 87193

Packaging and Insurance

Ensure that you package the items securely, using the original shipping box if possible. We recommend shipping via UPS or Parcel Post with insurance to protect against damage or loss during transit. Please include a copy of your invoice in the return package.

Refund Process

After we receive your return package, please allow up to 14 days for us to process your store credit. You will be contacted via email once the credit has been issued.

Exchanging Items

If you choose to exchange an item, please note that you are responsible for both the return shipping costs to our facility and the replacement shipping costs to you. Return and replacement shipping costs are separate services provided by the courier.

Exceptions and Important Notes

Unfortunately, we cannot accept returns on sale items, discontinued items, clearance items, limited collections/releases, or gift cards. These purchases are considered final sales and are not eligible for returns, refunds, or exchanges.

Please take into account that candles, wax melts, and related products can be sensitive to heat during shipping. We cannot assume responsibility for items that may soften or melt when exposed to elevated temperatures for prolonged periods. We strongly recommend arranging delivery to a climate-controlled location, such as a residence or business, where someone can receive your package. In cases where packages are left outdoors in hot conditions, candles and related items may potentially undergo melting, and we cannot be held liable for any resulting damage.

Refund Policy for Market Purchases

All purchases made at local vendor markets are considered final sale. This means that items bought at these events cannot be returned or exchanged. We appreciate your understanding and encourage you to thoroughly inspect your items at the time of purchase.

Retailer Purchases

Haus of Flame Candle Co. does not accept returns or exchanges for items purchased through third-party retailers (such as Market Street or other stockists). All returns, exchanges, or warranty claims for these purchases must be processed directly with the retailer where the item was purchased.

Final Sale on All Merchandise

At Haus of Flame Candle Co., we take pride in providing high-quality, made-to-order merchandise. Due to the custom nature of these products, please note the following important aspects of our return policy for merchandise:

• No Returns or Exchanges: All merchandise is considered final sale.
• Made-to-Order: Each piece of merchandise is uniquely created at the time of your order.
• Quality Assurance: Every item is inspected for quality before shipment.
• Customer Satisfaction: While we cannot accept returns or exchanges on merchandise, please contact us at cs@hausofflame.com if you encounter any issues.