Returns & Refunds
Return & Refund Policy – Soft Ember
Effective Date: 10/23/2023
Thank you for shopping with Soft Ember. Due to the nature of our products, we have the following return and refund policy:
1. All Sales Are Final
All candle purchases are final and we do not accept returns or exchanges unless the item arrives damaged or defective.
2. Damaged or Defective Items
If your order arrives damaged, please contact us within 3–5 days of delivery at softember@gmail.com.
To process your request, please include:
- Your order number
- A description of the issue
- Clear photos of the damaged product and packaging
Once reviewed, we will offer a replacement or refund if approved.
3. Refunds (if applicable)
If a refund is approved:
- It will be issued to your original payment method
- Please allow 5–10 business days for processing
4. Non-Refundable Items
We do not offer refunds or replacements for:
- Used candles
- Incorrect orders placed by the customer
- Minor variations in color, scent, or appearance (as all candles are hand-poured)
5. Order Issues
If you experience any issues with your order, please reach out—we’re here to help and will do our best to resolve the situation.
6. Contact Us
For all return or refund inquiries, please contact: