Refund policy
Refund & Return Policy — candle flames by Iztaccihuatl
All Sales Are Final Due to the handcrafted, small-batch nature of our candles, all sales are final. We do not accept returns or exchanges.
Damaged, Defective, or Incorrect Orders If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at hellocandleflames@gmail.com with the following:
- Your order number
- A description of the issue
- Photos of the item and packaging
We reserve the right to request additional information to process your claim. Each situation is reviewed individually, and at our sole discretion we may offer one of the following resolutions:
- Replacement product
- Store credit
- Discount on a future purchase
- Another resolution as deemed appropriate
Non-Eligible Items We do not issue refunds or replacements for:
- Used or burned candles
- Personalized or custom products
- Sale items
- Gift cards
- Items damaged due to improper use (see our Candle Safety guidelines)
Reporting Damaged Shipments Damage must be reported within 48 hours of delivery. Claims submitted after this window may not be eligible for resolution. We recommend photographing your package upon arrival.
Disclaimer candle flames by Iztaccihuatl reserves the right to modify this policy at any time. By completing a purchase, you agree to the terms of this policy as stated at the time of your order.
Contact hellocandleflames@gmail.com — we aim to respond within 2 business days.