Satisfaction Guarantee & Refund Policy

Last Updated: June 2026

At Candle Flames by Iztaccihuatl, each candle is handcrafted in small batches with care and attention to quality. We want you to love your purchase and enjoy a positive experience with our products.

Satisfaction Guarantee

Due to the handmade nature of our products, we do not accept returns or exchanges.

However, your satisfaction is important to us. If your order arrives damaged, defective, incorrect, or if you experience an issue with your purchase, please contact us within 14 days of delivery at: hellocandleflames@gmail.com

Please include your order number, a description of the issue, and photos when applicable.

We review each situation individually and may offer one of the following solutions:

  • Replacement product
  • Store credit
  • Discount on a future purchase
  • Another resolution deemed appropriate by Candle Flames by Iztaccihuatl

Any resolution is provided at our discretion based on the circumstances of the claim.

Shipping Charges

Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

Damaged Orders

If your order arrives damaged during shipping, please contact us within 7 days of delivery and provide photographs of:

  • The damaged item
  • The shipping box or packaging
  • Any visible shipping damage

This helps us evaluate the issue and improve our shipping process.

Handmade Product Variations

Because our candles are handcrafted in small batches, slight variations in color, appearance, wax texture, and scent strength may occur. These natural variations are part of the handmade process and are not considered defects.

Candle Performance

To ensure the best burn experience:

  • Trim the wick to 1/4 inch before each burn
  • Allow the melt pool to reach the edges during the first burn
  • Never burn a candle for more than 4 hours at a time
  • Follow all safety instructions included with your candle

Improper candle care may affect burn performance and is not considered a product defect.

Non-Returnable Items

We do not accept returns or exchanges for:

  • Used or burned candles
  • Customized or special-order products
  • Sale or clearance items
  • Gift cards

Contact Us

Questions, concerns, or feedback are always welcome.

Candle Flames by Iztaccihuatl
Phoenix, Arizona
hellocandleflames@gmail.com

Let customers speak for us

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