Refund policy
OUR PROMISE TO YOU
When you invest in TrueHeart Candles, you're not just purchasing a product — you're choosing an experience. Every candle that leaves our hands is crafted to perform. Our guarantee is simple: the scent will carry from the first burn to the last.
If something isn't right, we want to know. And we will make it right.
RESOLUTION WINDOW
You have 7 days from the date your order is delivered to inspect your candle and contact us with any concerns. This is our standard — it keeps us responsive and keeps you taken care of without delay.
After 7 days, we are unable to process resolution requests.
WHAT WE COVER
We stand behind every candle we ship. The following issues are covered under our Resolution Guarantee:
- Damaged in shipping — Your candle arrived broken, cracked, or compromised in transit
- Wrong item received — What arrived isn't what you ordered
- Defective wick — The candle will not burn as intended due to a manufacturing issue
- Scent performance — Our guarantee is that the scent will perform throughout the full life of the candle when burned correctly
HOW TO SUBMIT A RESOLUTION REQUEST
We take every concern seriously — and we ask that you do too. To open a resolution request:
- Email us at trueheartcandles@gmail.com within 7 days of delivery
- Include your order number and a brief description of the issue
- Attach clear photos — this is required, not optional
Photos must show:
- The condition of the candle as received
- Packaging if the issue is shipping-related
- The candle in its burn state if the issue is scent or wick performance
We love our customers. We also love the truth. Photos protect us both.
A note on scent performance: Scent throw is influenced by burn time, candle placement, room size, and airflow. Before submitting a scent-related claim, we ask that you review our TrueHeart Candle Care Guide to confirm the candle has been burned under the recommended conditions. We'll ask about this in our follow-up.
HOW WE MAKE IT RIGHT
No returns. No shipping things back. No hassle.
If your issue is validated, we will issue store credit in the full amount of the affected item. That credit is yours to use on any TrueHeart Candles product — whenever you're ready.
We don't do exchanges. We don't do refunds to your original payment method. What we do is make sure you walk away whole.
WHAT WE DO NOT COVER
- Concerns submitted after the 7-day window
- Issues resulting from improper candle care or burning practices — review the TrueHeart Candle Care Guide before submitting
- Claims submitted without photo documentation
- Sale items and gift cards
CONTACT
📧 trueheartcandles@gmail.com Response time: within 72 business hours
Let your light shine.