Refund Policy

Last updated: July 2, 2026

Overview

We want every experience with The Quiet Flames to feel as good as the first light of a new candle. If something isn't right with your order, we will do everything we can to make it right. Please read this policy carefully before reaching out so we can resolve your issue as quickly as possible.

As a dropshipping store, our products are fulfilled and shipped directly by our supplier partners. This means that in some cases, returns may need to be sent to our supplier rather than to us directly. We will guide you through the process every step of the way.

1. Eligibility for a refund

You may be eligible for a refund or exchange in the following circumstances:

Your item arrived damaged or defective
You received the wrong item
Your order never arrived within the estimated delivery window
The item is significantly different from what was described on our website

The following are not eligible for a refund:

Change of mind after the order has been dispatched
Candles that have been lit or used
Items returned without prior approval from our team
Orders delayed by customs, carriers, or circumstances outside our control
Damage caused by improper use or failure to follow candle care guidelines

2. Timeframes

SituationReport within

Damaged or defective item7 days of delivery

Wrong item received7 days of delivery

Missing order7 days of estimated delivery date

Unopened item return request14 days of delivery

We are unable to process refund requests made outside these timeframes. Please check your order as soon as it arrives.

3. How to request a refund

To start a refund or return request please follow these steps:

Step 1 — Contact us
Email us at blaugranalove@gmail.com with the subject line "Refund Request — Order #[your order number]."

Step 2 — Include the following

Your full name and order number
A clear description of the issue
Photos of the item and packaging if the item is damaged or incorrect
Whether you would prefer a refund or a replacement

Step 3 — Wait for our response
We aim to respond to all refund requests within 2 business days. We will confirm eligibility and provide return instructions if applicable.

Step 4 — Return the item if required
If a return is required we will provide you with the return address. Items must be returned in their original, unused condition and original packaging where possible.

4. Return shipping costs

If the item is damaged, defective, or incorrect — we will cover the cost of return shipping
If you are returning an unopened item for any other approved reason — return shipping is at your own expense
We recommend using a tracked shipping service for all returns as we cannot be responsible for items lost in transit

5. Refund processing

Once your return is received and inspected by our supplier we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the refund to your account.

If a replacement is requested rather than a refund, a new order will be dispatched within 2–5 business days of approval.

6. Partial refunds

In some cases a partial refund may be issued, including:

Items returned with signs of minor use or handling
Items missing original packaging or accessories
Orders where only part of the shipment was affected

7. Non-returnable items

The following cannot be returned or refunded under any circumstances:

Lit or used candles
Gift cards or store credit
Items marked as final sale or limited edition at the time of purchase
Downloadable or digital products

8. Late or missing refunds

If you have not received your refund within 10 business days of approval please:

Check your bank account again
Contact your credit card provider — processing times vary
If you have done both and still have not received your refund, email us at blaugranalove@gmail.com and we will investigate immediately

9. Exchanges

We only replace items that are damaged, defective, or incorrect. If you would like to exchange an eligible item for the same product, contact us at blaugranalove@gmail.com with your order details and photos.

10. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may be eligible for a gift credit to the value of the return. Once the return is received and approved a gift credit code will be emailed to you.

If the item was not marked as a gift at the time of purchase, the refund will be issued to the original purchaser.

For any refund or return questions please get in touch:

The Quiet Flames
Email: blaugranalove@gmail.com
Instagram: @thequietflames
Response time: within 2 business days