REFUND POLICY

## Return, Refund & Exchange Framework

At SoftGlow Candle, we have confidence in the quality and design of our scented candles and candle holders. We are dedicated to providing you with a transparent, safe, and fair shopping experience. We understand that sometimes an item may not fit your space as intended, which is why we have established a clear framework to handle cancellations, returns, and refunds. Our care team is here to support you and ensure that every resolution is processed efficiently and with respect for your time.

Eligibility Criteria & Valid Return Windows

To maintain accountability and product integrity, all returns are evaluated against clear timelines and condition standards:

• The Return Window: You have a maximum of 30 days from the date of delivery to initiate a request for a return or exchange. The countdown begins the exact day the carrier marks your package as delivered to your destination address.
• Product Condition Requirements: To qualify for a complete refund, returned items must be in new, unused, unlit, and unwashed condition. Wicks must remain unaltered and uncut.
• Packaging Safeguards: Because our product line includes fragile components—such as mercury glass, structural ceramics, and wax structures—the return packaging must guarantee stability during transit. Items must be securely repacked using all of their original protective materials, custom molded foam, and bubble wrap. Items arriving damaged due to inadequate return packaging cannot be authorized for a refund.

How to Initiate a Return

We use a centralized authorization system to prevent parcel loss and ensure your credit is routed correctly. Please follow these steps to initiate your return:

1. Submit a Written Request: You must first send an email to our support team at [email protected] stating your order number and the reason for your return.
2. Await Written Authorization: Our team will evaluate your request within 1-3 business days and provide you with an official Return Merchandise Authorization (RMA) code along with return guidelines.
3. Dispatch Your Package: Please do not send items back to the sender’s address listed on the original shipping label without contacting us first. Our customer support team will inform you of the specific return facility address for your package.Designated Returns Facility: SoftGlow Candle Returns 10900 SMITH RD DENVER, CO 80239, USA Packages mailed to our administrative offices or fulfillment points without a pre-authorized RMA code will be rejected and will not be eligible for a refund.

Responsibility for Return Shipping Costs

Freight costs associated with returns are allocated based on the reason for the return request:

• Merchant Responsibility (Damaged, Defective, or Incorrect Items): If your item arrives broken, defective, or if we shipped the wrong product, SoftGlow Candle assumes 100% of the cost. You must contact us at [email protected] within 48 hours of package delivery, providing clear digital photographs of the damaged merchandise and the shipping box. We will supply a pre-paid return shipping label and arrange a replacement or a full refund.
• Customer Responsibility (Change of Mind): If you decide to return an item due to a change of mind, personal preference, or because you selected the wrong size, color, or scent, you are responsible for organizing and paying for all return freight charges. We recommend using a trackable shipping service (such as UPS, FedEx, or USPS) as we cannot certify a refund until the parcel is documented into our inventory.

Zero Restocking Fee

We do not charge restocking fees:

• Restocking Fees: We charge a $0.00 Restocking Fee.

The total value of your eligible returned merchandise will be credited back to you without any deducted restocking or administrative fees.

Inspection & Refund Timelines

Once your returned package arrives at our processing hub, it enters our inspection queue:

• Verification: Our team requires 1 – 3 business days from the date of physical receipt to inspect your returned items and verify that they meet our condition standards.
• Approval & Refund: Upon successful verification, an approval email will be sent to you, and a full refund will be initiated back to your original method of payment.
• Banking System Processing: Individual financial institutions may take additional time to settle funds. It typically takes 5 – 10 Business Days for the credited funds to post to your credit card statement or banking portal.

Purchase Cancellations & Fraud Prevention

• Cancellation Window: You may cancel any order within 12 hours of purchase and receive a full refund. To cancel, please email [email protected]. Once an order surpasses this 12-hour window, it enters our fulfillment stream and cannot be halted; in such cases, you must receive the parcel and follow our standard 30-day return procedure.
• Fraud Prevention: SoftGlow Candle reserves the right to deny a refund or exchange if an investigation uncovers patterns of deceptive behavior, including returning swapped items, returning used products, or fabricating transit damage.

Contact Information

For questions regarding our returns process, tracking an authorized RMA, or refund structures, please use our contact details below: