Refund policy

RETURNS
We accept returns within 30 days of delivery. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To begin a return, please write to us at support@newflame.co with your order number. Our team will guide you through the next steps.

DAMAGED OR INCORRECT ORDERS
If your candle arrives damaged or you receive the wrong item, please write to us at support@newflame.co within 7 days of delivery with your order number and a photograph. We will arrange a replacement or full refund at no cost to you.

REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 business days. 

Original shipping is complimentary and non-refundable where applicable. Return shipping is the responsibility of the customer, unless the item arrived damaged or incorrect.

LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check with your bank account again. There is often some processing time before a refund is posted. If you still have not received your refund after a few days, please contact us at support@newflame.co

EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you would like to exchange your candle for a different scent, please write to us at support@newflame.co within 30 days of delivery.

Exchanges are subject to availability. Once your original candle is received and inspected, your new scent will be dispatched within 2 business days.

CONTACT
support@newflame.co