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Legal

Refund Policy

Last updated: May 3, 2026

We want you to love your Ecoflame candles. If something isn't right, this policy explains your options. By placing an order you agree to these terms.

Damaged or defective items

If your order arrives damaged, broken, or defective, contact us within 14 days of delivery at ecoflame.us@gmail.com with your order number and clear photos showing the issue. We will, at your choice, either replace the item or issue a full refund (including shipping). You do not need to ship the damaged item back unless we specifically request it.

Ready-made candles — change of mind

Unopened, unused ready-made candles can be returned within 14 days of delivery. To start a return:

  1. Email us at ecoflame.us@gmail.com with your order number.
  2. We will provide a return shipping address.
  3. Ship the item back in its original packaging. Return shipping is the customer's responsibility unless the item was defective or shipped in error.
  4. Once we receive and inspect the return, we will refund the purchase price (excluding original shipping) to your original payment method.

Items returned with signs of use, burning, or damage caused after delivery may be refused or refunded only in part.

Custom candles

Candles built using the "Build Your Own" flow are made to order based on the size, wax, scent, wick, and add-ons you choose. Custom candles are not eligible for return or refund for change of mind. They are still covered by the damaged-or-defective policy above — if your custom candle arrives broken or defective, we will replace it or refund it in full.

Cancellations

You may request to cancel an order before it ships. Email us as soon as possible at ecoflame.us@gmail.com with your order number. If we have not yet shipped, we will cancel and refund in full. Once an order has shipped, the standard return process above applies.

Refund timing

Approved refunds are issued to your original payment method via Stripe. The refund typically appears on your statement within 5–10 business days, depending on your bank or card issuer. We will email you when the refund is issued on our end.

Items not eligible for return

  • Custom-built candles, except where damaged or defective.
  • Items returned more than 14 days after delivery.
  • Items used, burned, or damaged after delivery.
  • Gift cards (if offered).

How to contact us

Ecoflame Candles
Alona Avidor
Email: ecoflame.us@gmail.com
Phone: +1 (954) 707-1402
Florida, USA