Refund policy

OVERVIEW

We hope you enjoy your P.F. Candle Co. purchase. If anything isn’t quite right, please contact our Customer Care team at hello@pfcandleco.live within 30 days of your purchase - we’re here to help. 

To help resolve your request as quickly as possible, please include a detailed description, order number, and photos (if applicable). Proof of purchase is required to process all requests.

 

RETURNS & EXCHANGES

To request a return or exchange, please contact our team via email first before sending any items back to us. Once we’ve gotten in touch, our returns process is as follows:

1. Our Customer Care team reviews the details of your request.

2. Once approved, we will provide a prepaid return shipping label for you to ship your items back to us. The return label will include a tracking number for your reference.

3. Once the shipment arrives at our warehouse, our Receiving Department will inspect the item(s) to confirm they meet our Criteria of Acceptance.

 

Criteria of Acceptance

Return requests must be submitted within 30 days of purchase. 

Returns are accepted on items that are new, unused, and in their original packaging. We’re unable to process refunds or exchanges for items that have been used. 

Please ensure that your return is carefully packed to avoid damage while in transit. We are unable to process returns on items that arrive at our warehouse broken or damaged.

We reserve the right to deny any return request that contains items that do not meet our criteria. 

 

Refunds

Refunds are issued within 1-3 business days after your return has been received at our warehouse and approved, less the return shipping fee. The return shipping fee is metered by the carrier and will be shared with you ahead of return shipment. 

Refunds are issued to the original payment method and typically appear within 5-10 business days once issued.

 

Exchanges

Exchanges are processed within 1-3 business days after your return has been received at our warehouse and approved, depending on product availability. 

If you choose an exchange, we’ll provide a return shipping label at no additional cost. Please see our Shipping policy for fulfillment and time in transit expectations.

 

IN-STORE RETURNS

Returns for both online and in-store purchases (made at our Los Angeles, San Francisco, or Brooklyn brick and mortar locations) may be processed at any of our three store locations within 30 days of purchase. Proof of purchase is required to process a return in-store. All in-store returns are subject to team member review and must meet our Criteria of Acceptance.

DAMAGES

If your order arrives damaged, we’re happy to make it right. Please contact hello@pfcandleco.live within 7 days of delivery with photos and a detailed description of the issue so that our team can assist and continue improving our processes. 

 

LIMITATIONS

Items purchased on sale or during promotions are eligible for return or exchange for the original purchase price.

The following products are FINAL SALE and not eligible for a return:

• Gift cards

• Discontinued, vault release, limited edition, or collaboration items

• Accessories and third party items including, but not limited to: wick trimmers, incense holders, candle warmers, apparel and merchandise

Please email hello@pfcandleco.live if any of your items from the above list arrive damaged. Photos and proof of purchase are required for assistance.

 

THIRD PARTY PURCHASES

We accept returns for purchases made through:

• pfcandleco.live

• Our Amazon storefront

• Our three store locations in Los Angeles, San Francisco, and Brooklyn 

If you have made a purchase via our Amazon storefront, please submit your request via Amazon.

For purchases made through other retailers, please contact the place of purchase.

P.F. Candle Co. reserves the right to update or modify this return policy at any time without prior notice. The policy in effect at the time of the policy will apply to your order.