Return & refund Policy

Tallwoods Candle Co.

Effective Date: March 1, 2026

 

Our Commitment to Customer Satisfaction

At Tallwoods Candle Co., we take pride in creating quality candles that bring warmth, comfort, and beautiful fragrances into your space.

We carefully prepare and package each order to provide a positive shopping experience.

We understand that sometimes a purchase may not meet your expectations. This Return & Refund Policy explains our procedures for returns, exchanges, refunds, and damaged or defective products.

 

Non-Returnable Items

The following items are generally considered final sale:

  • Candles that have been burned or used.

  • Custom-made or personalized candles.

  • Clearance or final-sale merchandise clearly identified before purchase.

  • Gift cards, subject to applicable law.

  • Products damaged through misuse or improper handling after delivery.

These restrictions do not eliminate any legal rights or remedies for defective, damaged, misrepresented, or incorrect products.

 

Fragrance Preferences

We understand that fragrance preferences are personal and that scent intensity can vary depending on the individual and environment.

Because of the nature of candle products, we generally cannot accept discretionary returns of candles that have been burned simply because a fragrance is not preferred.

Unused and unburned candles may qualify for return under our standard eligibility requirements.

If you believe a candle is defective or materially different from its description, please contact us for assistance.

 

Return Eligibility

We accept eligible returns requested within 7 calendar days of delivery.

To qualify for a standard return, items must:

  • Be unused and unburned.

  • Be in their original condition.

  • Include original packaging when reasonably available.

  • Be accompanied by an order number or proof of purchase.

  • Have been purchased directly from our website.

Candles that have been lit, burned, or otherwise used are generally not eligible for discretionary returns.

Exceptions may apply to defective products, incorrect orders, or situations where a return or other remedy is required by law.

 

Return Shipping Costs

For standard returns due to a change of mind, fragrance preference, or an ordering mistake, customers are responsible for return shipping costs unless otherwise stated.

If a return results from our error, including an incorrect, damaged, or defective product, we will provide an appropriate resolution and cover return shipping when required by law or our stated remedy.

We recommend using a trackable shipping service and securely packaging returned products.

We are not responsible for return packages lost or damaged because of inadequate packaging by the sender, except where applicable law provides otherwise.

 

How to Request a Return

To initiate a return, please contact our customer service team at:

Email: hello@tallwoodscandleco.com

Subject Line: Return Request – Order #[Order Number]

Please include:

  • Your full name

  • Your order number

  • The item you wish to return

  • The reason for your return

  • Photographs, if the item arrived damaged or defective

We will review your request and provide return instructions if your item qualifies.

Please do not send products back without first contacting us.

Unauthorized returns may experience processing delays.

 

Damaged or Broken Candles

We take care when packaging our candles, but damage may occasionally occur during shipping.

If your candle arrives broken, cracked, leaking, or otherwise damaged, please contact us promptly, preferably within 72 hours of delivery.

Include:

  • Your order number

  • A description of the damage

  • Photographs of the affected candle, if available

  • Photographs of the shipping box and packaging, if available

We will review the issue and determine an appropriate resolution, which may include:

  • A replacement product

  • A refund

  • Another remedy required by applicable law

For your safety, do not burn candles in cracked or broken containers.

The 72-hour reporting period helps us investigate shipping issues but does not eliminate any rights you may have under applicable consumer protection laws.

 

Incorrect or Missing Items

If you receive an incorrect item or your order is missing a product, please contact us as soon as possible.

Provide your order number and a description of the issue.

After verifying the concern, we will arrange an appropriate correction, replacement, refund, or other legally required remedy.

 

Refund Processing

Once we receive and inspect an eligible returned item, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method within 5–10 business days after approval.

Your bank or payment provider may require additional time to post the funds.

Original shipping charges are generally nonrefundable for discretionary returns, unless otherwise stated or required by law.

Any legally required refunds will be processed within the applicable deadlines.

 

Custom & Personalized Orders

Custom and personalized candles are generally final sale once production has begun.

This may include:

  • Personalized labels

  • Custom fragrance combinations

  • Wedding or event favors

  • Special-order candle designs

  • Corporate or promotional candles

Order cancellation requests should be submitted as soon as possible.

Custom orders that arrive defective, damaged, or incorrect remain eligible for applicable legal remedies.

 

Lost or Undelivered Packages

If your order has not arrived, please contact us with your order number.

We will review the available tracking information and, when appropriate, investigate the shipment with the carrier.

Lost or undelivered orders will be handled in accordance with our Shipping & Delivery Policy and applicable consumer protection laws.

 

Order Cancellations

If you need to cancel an order, please contact us as soon as possible after purchase.

We will make reasonable efforts to accommodate cancellation requests before an order enters production or ships.

Once an order has shipped, it may need to be handled through our return process.

Cancellation rights required by applicable law remain unaffected.

 

Consumer Rights

This policy is intended to comply with applicable Tennessee and federal consumer protection laws.

Nothing in this policy excludes, restricts, or limits rights or remedies that cannot legally be waived, including applicable rights relating to defective products, misleading descriptions, or unfulfilled orders.

 

Policy Changes

We reserve the right to update this Return & Refund Policy as our business practices evolve.

Changes will not retroactively alter the return terms applicable to completed purchases unless permitted by law.

 

Contact Information

For questions about returns, refunds, exchanges, or damaged orders, please contact:

Tallwoods Candle Co.

Email: hello@tallwoodscandleco.com

Website: www.tallwoodscandleco.com

Location: Clifton, Tennessee, United States

 

Candle Safety Reminder

Never leave a burning candle unattended. Always follow the safety instructions provided with your candle. Your safety is our priority.

 

© 2026 Tallwoods Candle Co. All rights reserved.