Returns & Refunds Policy

Last updated: July 30, 2026

We want you to feel confident ordering from The Candle Plug. This policy explains when returns, replacements, and refunds may be available.

Made-to-Order Products

Products in our Core Collection are designed and curated by The Candle Plug, then produced specifically for each order by a trusted production partner.

Because these products are made to order, we do not accept returns or exchanges for:

• A change of mind
• Personal scent preferences
• An incorrect product or quantity selected during checkout
• Products that have been opened, burned, used, or altered
• An address entered incorrectly by the customer

Printify similarly does not support returns or exchanges when a made-to-order product was correctly produced and the customer simply changed their mind.

Please review your order carefully before completing checkout.

Damaged, Defective, or Incorrect Products

Contact us within 30 days of delivery if your candle arrives:

• Broken or damaged
• Defective
• Incorrectly produced
• Different from the product ordered
• With a significant manufacturing or label error

Email info@thecandleplug.com and include:

• Your order number
• A description of the problem
• Clear photographs of the candle
• Photographs of the packaging
• A photograph of the shipping label
• A video, when needed to demonstrate the issue

Do not continue burning a candle with a cracked, chipped, or otherwise damaged vessel.

Available Resolutions

After reviewing the issue, we may provide:

• A replacement of the affected product
• A refund to the original payment method
• A partial refund when only part of the order is affected
• Another reasonable resolution agreed upon with the customer

The appropriate resolution will depend on the issue, available inventory, and whether a replacement can be produced safely and accurately.

A replacement may require the same production and shipping time as a new order.

Returns of Damaged Products

In most cases, damaged or defective candles do not need to be mailed back. However, please keep the candle, packaging, and shipping materials until we confirm that the review is complete.

Do not send a product back without first contacting us. Unauthorized returns may not be accepted or refunded.

Fragrance Preferences

Fragrance is personal. Therefore, disliking a scent or finding it stronger or lighter than expected does not qualify as a product defect.

We provide fragrance notes and scent descriptions to help customers choose. However, individual fragrance experiences may vary based on room size, ventilation, temperature, and personal sensitivity.

Natural and Handmade Variations

Minor variations may occur between products. These can include slight differences in wax appearance, label placement, color, or surface texture.

Small-Batch Originals may also reflect the natural characteristics of hand-poured candles. Minor cosmetic variations that do not affect safe use, fragrance, or performance are not considered defects.

Order Cancellations

Contact info@thecandleplug.com immediately when you need to cancel an order.

We will make a reasonable effort to help. However, cancellation is not guaranteed once production has started. Printify notes that cancellations and product changes may no longer be possible after an order enters production.

Please review our separate Cancellation Policy for complete details.

Missing or Delayed Orders

A delayed shipment does not automatically qualify for a refund while the package remains in transit.

Please review our Shipping Policy and contact us with your order number when:

• Tracking has not updated for an extended period
• The estimated delivery window has passed
• Tracking shows delivery, but the package cannot be located
• The package appears to have been returned to the sender

We will review the tracking information and work with the carrier or production partner when appropriate.

If we determine that an order cannot be produced or shipped, we will cancel the affected order and issue a refund. Federal rules require a prompt refund when a seller cannot fulfill an unshipped order within the promised or properly revised timeframe.

Refund Processing

Approved refunds are issued to the original payment method used during checkout.

You will receive an email after the refund is submitted. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

Shipping charges are generally non-refundable unless the refund results from a confirmed fulfillment error, damaged product, unshipped order, or another circumstance requiring reimbursement.

Final-Sale Items

The following items are final sale unless they arrive damaged, defective, or incorrect:

• Gift cards
• Clearance products
• Promotional or complimentary items
• Used or partially burned candles
• Products marked final sale before purchase

This restriction does not limit any rights available under applicable law.

Contact Us

To request assistance, contact:

The Candle Plug
Email: info@thecandleplug.com

Please include your order number and supporting photographs so we can review the issue promptly.