Return & Refund Policy

At Northern Ember, every candle is hand poured in small batches with care. Because we are a small business and our candles are handmade goods, we do not accept returns or issue refunds for change of mind, scent preference, or buyer’s remorse.

Please review your order carefully before completing your purchase.

Returns

Returns may be considered only if there is a valid issue with your order, such as damage during delivery, receiving the wrong item, or another justified concern.

To request a return review, please contact us within 7 days of delivery with:

• your order number
• a brief explanation of the issue
• clear photos of the candle, packaging, shipping box, and any damage or concern

All return requests are reviewed on a case-by-case basis. Submitting a request does not guarantee approval.

If a return is approved, the customer is responsible for return shipping costs unless the issue was due to an error on our end.

Returned items must be unused, unburned, and in their original condition and packaging.

Refunds

Due to the handmade nature of our products and the size of our business, we do not offer refunds unless the issue is reviewed and approved by Northern Ember.

Refunds will not be issued for:

• change of mind
• scent preference
• ordering the wrong item
• minor cosmetic variations caused by handmade production
• candles that have been used, burned, or damaged after delivery

If your refund is approved, it will be processed back to your original payment method. Please allow time for your bank or payment provider to complete the refund.

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 7 days of delivery.

Please include clear photos of:

• the damaged or incorrect item
• the shipping box
• packaging materials
• the shipping label, if possible

We will review the issue and determine the best solution, which may include a replacement, store credit, or refund depending on the situation.

Return Shipping

If a return is approved, return shipping is the customer’s responsibility unless Northern Ember made an error with the order.

We recommend using a tracked shipping service. Northern Ember is not responsible for returned items that are lost, delayed, or damaged in transit.

Handmade Product Notice

Each Northern Ember candle is hand poured in small batches. Slight variations in appearance, colour, wax texture, frosting, or label placement may occur and are part of the handmade process.

These small differences do not affect the quality or performance of the candle and are not considered defects.

Final Sale Items

Discontinued, limited-batch, sale, clearance, or promotional items may be considered final sale and are not eligible for return or refund unless they arrive damaged or incorrect.

Contact Us

For return or refund requests, please contact us at:

northern.embercandle@gmail.com

Please include your order number and photos when reaching out.