Refund policy

Returns Policy
At Ember & Flourish, we take great pride in the quality and craftsmanship of our natural candles. As our products are handmade using natural materials, slight variations may occur, which add to their unique charm.

Non-Refundable Items
We do not accept returns or exchanges unless the item is faulty, damaged, or defective upon arrival. This policy helps us maintain our commitment to sustainability and reduce unnecessary waste.

Faulty or Damaged Items
If your item is faulty or damaged upon delivery, we’re here to help:

Contact Us
Notify us within 14 days of receiving your order via the contact details on this website, with your order number, a description of the issue, and photographs of the item.
Return Authorisation: If the item is deemed faulty, we will issue a return authorisation and provide instructions for returning it.
Replacement or Refund: Upon receiving and inspecting the item, we will offer either a replacement or a refund, depending on your preference and product availability.

Exceptions
We cannot accept returns for:
Items that have been used, unless a fault becomes apparent.
Orders outside the 14-day notification period.

Your Statutory Rights
This policy does not affect your statutory rights under UK law. If the item is not as described, not of satisfactory quality, or not fit for purpose, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015.