Refund Policy

We Want You to Love Your Candles

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At Eleven Twenty Eight Candle Co., every candle is hand-poured and carefully inspected before it is packaged and shipped. Because our candles are handmade products, we want to make sure you have a clear understanding of our return and refund process.

Returns

Due to the nature of our handmade candles and for safety and sanitation reasons, we generally do not accept returns or exchanges on candles that have been delivered and used.

If you receive the wrong item, a defective product, or an item that arrived damaged, please contact us within 7 days of delivery.

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Damaged or Defective Items

If your candle arrives damaged or defective, please contact us as soon as possible.

Include:

• Your order number

• A description of the issue

• Clear photos of the candle and packaging

We will review the situation and, when appropriate, offer a replacement or refund.

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Incorrect or Missing Items

If you receive an incorrect item or something is missing from your order, please contact us within 7 days of delivery so we can make it right.

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Refunds

If a refund is approved, the refund will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

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Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Because orders may enter processing quickly, we cannot guarantee that cancellation requests can be accommodated after an order has been processed or shipped.

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Sale & Promotional Items

Unless otherwise stated, sale or promotional items are subject to the same return and damage policies described above.

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Questions?

If you have a question about your order or believe your purchase qualifies for a replacement or refund, please get in touch with us through our Contact Us page and include your order number.

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We appreciate your support of Eleven Twenty Eight Candle Co. and are committed to making your experience with us positive.