Refund policy

GOOD PRODUCTS. GOOD SERVICE. ZERO NONSENSE. ⚡

At Crackle Bar Candle Co., we put creativity, quality, and a whole lot of attitude into our products.

We want you to love your order, but we also understand that sometimes things don't go according to plan.

Here's how we handle returns, refunds, exchanges, and cancellations.

1. RETURNS & EXCHANGES

ALL SALES ARE FINAL — WITH A FEW IMPORTANT EXCEPTIONS.

Due to the nature of our handmade, personalized, and made-to-order products, we do not accept returns or exchanges for change of mind, incorrect selections made by the customer, or personal preferences.

This includes:

Candles and wax melts
Handmade and personalized soaps
Custom tumblers and tote bags
Mystery boxes and gift sets
Custom and bulk orders

Candle fragrance preferences: We do not offer refunds or exchanges simply because a customer has lit a candle and does not like the scent selected.

If your order arrives damaged, defective, or incorrect, please contact us so we can make it right.

Nothing in this policy limits your rights under applicable consumer protection laws.

2. DAMAGED OR DEFECTIVE PRODUCTS

SOMETHING ARRIVED BROKEN? THAT'S NOT THE KIND OF CRACKLE WE LIKE.

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

HOW TO REPORT AN ISSUE

Take clear photographs showing the damage or defect.
Email supercool@cracklebar.com.
Include your order number, a description of the issue, and the photographs.
Our team will review your request and contact you regarding the next steps.

Once the issue has been reviewed and confirmed, we will arrange an appropriate resolution.

Depending on the circumstances, this may include:

A refund to your original payment method.
A replacement product shipped at no additional charge.
Another appropriate remedy required by applicable law.

You will not be charged replacement shipping for a confirmed damaged or defective product.

Please do not ship anything back without contacting us first. If a return is necessary, we'll provide instructions and arrange return shipping for confirmed damaged, defective, or incorrect items.

3. REFUND PROCESSING

YOUR MONEY SHOULDN'T GO ON A MYSTERY ADVENTURE.

When a refund is approved:

Refunds are issued to the original payment method.
Please allow approximately 5–10 business days for the refund to appear after processing.
Actual processing times may vary depending on your bank or payment provider.

If your refund hasn't arrived within the expected timeframe, please contact supercool@cracklebar.com.

4. ORDER CANCELLATIONS

CHANGED YOUR MIND? DON'T GHOST US.

You may request to cancel your order within 24 hours of placing it, provided the order has not already shipped.

Eligible cancellations will receive a full refund to the original payment method.

Once an order has shipped, it cannot be cancelled under our standard cancellation policy.

CUSTOM & BULK ORDERS

Custom and bulk orders may involve personalized artwork, materials, and production planning.

If you need to cancel a custom or bulk order, please contact us within 24 hours.

Orders cancelled within this period are eligible for a full refund unless already shipped. After 24 hours, cancellation requests will be reviewed based on production status, applicable payment terms, and consumer protection requirements.

Any special deposit or cancellation terms for custom-quoted orders will be communicated before payment.

5. CUSTOM & PERSONALIZED PRODUCTS

YOUR DESIGN. YOUR VIBE. YOUR ORDER.

We offer personalized products featuring custom artwork, photographs, names, quotes, and other design requests.

Customers are responsible for reviewing and confirming customization details before production.

We cannot accept returns solely because a customer changes their mind about an approved design, provided the finished product matches the agreed specifications.

However, if we make an error or the product arrives damaged or defective, please contact us so we can review the issue and arrange an appropriate resolution.

6. CANDLE CARE & PRODUCT SAFETY

KEEP THE SASS. SKIP THE DISASTER.

Our candles come with care and safety instructions to help customers enjoy them responsibly.

We do not offer refunds for damage resulting solely from improper use, failure to follow provided safety instructions, or other customer-caused damage.

Examples include:

Burning candles for longer than recommended.
Failing to trim the wick.
Placing candles on unsuitable surfaces.
Adding foreign objects or decorations to candles.
Improper handling or storage.

Customers are responsible for following all product care and safety instructions.

Important: If you believe a candle or any other product is defective or unsafe, discontinue use immediately and contact us. We will review safety concerns regardless of whether the product has been used.

This policy does not exclude rights or remedies provided by applicable law.