Refund and Returns Policy
At BL Candles Co., we pride ourselves on creating high-quality candles that bring warmth, comfort, and elegance to your home. We want you to love your purchase, but if you’re not completely satisfied, we’ve got you covered with our straightforward return and exchange policy.
Exchanges and Store Credit
Because we’re a small, family-owned business, all sales are final. However, we’re committed to ensuring your satisfaction, so we offer exchanges for store credit.
To initiate an exchange for store credit, visit our returns center on our website. If you have trouble using the returns portal, please reach out to our Customer Care Team at (303) 398-5355.
Product Defect
Our One Year Candle Burn Guarantee ensures that your candle will burn perfectly when you receive it, and every time you light it. If there’s an issue with the wax, wick, or burn quality, we’ve got you covered.
Defects we will cover include wax sinkholes, excessive tunneling, and wicks that refuse to stay lit. For wooden wick candles, we require extra care during the first burn. Please allow 2-3 hours for the wax to reach the edge of the jar to prevent tunneling. If your candle has tunneling issues after burning 75% of the candle, we will gladly replace it.
Keep in mind that wax residue at the bottom of the jar is a normal feature. It’s intentionally left to ensure the wick clips don’t overheat and cause safety issues.
To start a product defect claim, please contact us at (303) 398-5355. Make sure to include a photo or video of the candle. Claims will be assessed based on one year from your purchase date. We recommend burning your candle within a year for the best experience.
Missing or Incorrect Items
If your order arrives with missing or incorrect items, please let us know within 48 hours of delivery. Be sure to send photos of the incorrect items, and we’ll resolve the issue as quickly as possible.
Damaged Items
If your order arrives damaged, we’re sorry for the inconvenience. Contact us within 48 hours of receiving your order, and include photos of both the damaged items and the box. We’ll get it sorted out for you quickly.
Lost or Stolen Orders
If your order is marked as delivered but you haven’t received it, we ask that you wait 3 business days to see if it arrives. Often, packages are still on the delivery truck or have been dropped at the wrong address. If it doesn’t arrive after 3 days, please contact us at (303) 398-5355, and we’ll ensure you get your order.
Refunds
Refunds are only provided for canceled orders that have not shipped. If your order qualifies for a refund, we will process it back to the original payment method used. Please allow 3-5 business days for the refund to be processed, and up to 10 additional business days for your credit card company to post the refund to your account.
If you paid with a gift card, the refund will be issued as a store credit in the form of a new BL Candles Co. gift card.
In the case of undeliverable orders or “Return to Sender” situations, refunds will be issued for the original order amount, minus any shipping costs and fees.
Fraudulent Orders
We reserve the right to cancel any order flagged as suspected fraud. Refunds will be processed immediately after cancellation, and you will be notified via email within 24 hours.