Refund policy

Returns & Refund Policy

At Flameworks Apothecary, we want you to love your scent experience. If you aren’t 100% satisfied with your candle, we are here to help.

1. General Returns & Exchanges

  • Window: Returns or exchanges must be initiated within 30 days of delivery.

  • Condition: Items must be new and unused to qualify.

  • Shipping Costs: As a small business, we are unable to cover the cost of return shipping. However, if you choose an exchange, we will cover the shipping cost to send the new item back to you.

  • Refunds: Refunds are issued for the cost of the items only; original shipping fees are non-refundable.

2. Manufacturing Defects & Wick Performance

We take pride in our hand-poured wooden wick candles. Because wooden wicks can be temperamental, we follow a specific process for performance issues (e.g., a wick that won't stay lit):

  1. Contact Us: Email info@flameworksapothecary.com with a description and a photo of the wick issue.

  2. Guided Troubleshooting: Most issues are resolved with specific trimming techniques. We will provide you with easy-to-follow instructions to help get your candle burning perfectly.

  3. Active Case Window: To ensure an accurate diagnosis, please respond to our troubleshooting tips with updates or photos within 7 days.

  4. Resolution: If the issue persists after following our instructions and communication remains active, we will initiate a replacement or refund as appropriate.

Please Note: Issues that are not followed up on within 14 days of our initial troubleshooting response will be considered resolved and will no longer be eligible for a refund or replacement.

3. Painted Tree Boutique Purchases

If you purchased our products at a Painted Tree location:

  • Within 48 Hours: Please visit the store location directly for returns or exchanges according to their 48-hour policy.

  • After 48 Hours: If you experience a performance issue or defect after the store window has closed, please contact us directly. While we cannot provide cash refunds for third-party sales, we are happy to assist with troubleshooting and offer a replacement if a manufacturing defect is confirmed.

4. Shipping Damages & Incorrect Orders

  • Reporting Window: Please inspect your order upon receipt and contact us within 24 hours of delivery regarding any damages or mistakes.

  • Our Promise: If your order arrives damaged or incorrect, we will provide a full refund or a replacement at no cost to you.

How to Start a Request

To begin a return, exchange, or report a defect, please email us at info@flameworksapothecary.com with your order number and any relevant photos.