Refund policy

1. 7-Day Return & Exchange Window

We offer a 7-day return or exchange policy from the exact date your package is marked as delivered by the carrier. To be eligible for a full refund or exchange:

  • Condition: Candles must be completely unlit, unused, and in their original, pristine condition.

  • Packaging: The items must be packed securely in their original gift box or custom glassware.

  • Proof of Purchase: Please provide your order number or receipt confirmation.

2. Broken or Damaged Items (Transit Protection)

Because our candles feature intricate wax sculptures (like our delicate floral bouquets, fruit embeds, and custom glassware), they can occasionally experience rough handling during transit.

  • If your candle arrives broken, melted, or chipped, do not burn it.

  • Please take a photo of the damaged item and the shipping box immediately.

  • Email the photos along with your order number to support@warmwhiff.com within 48 hours of delivery so we can fast-track a brand-new replacement to you.

3. "Not My Scent" Exchange Guarantee

We understand that buying fragrances online can be tricky! If you receive a candle and find that the aroma isn't to your personal taste, you can exchange it for a different scent from the same product tier within the 7-day window.

  • The original candle must be completely unlit and unburned.

  • The customer is responsible for return shipping costs to send the original candle back to our workshop.

4. Non-Returnable Items

Certain items cannot be returned or refunded under any circumstances:

  • Candles that have been lit, even briefly (once a wick is burned, the candle cannot be resold).

  • Custom-made, personalized, or event-specific bulk orders.

  • Items purchased on clearance or marked as "Final Sale."

  • WarmWhiff digital or physical gift cards.

5. How to Initiate a Return or Exchange

  1. Contact Us Immediately: Email support@warmwhiff.com within 7 days of delivery with your order number and the reason for your return.

  2. Pack Safely: Securely pack the unlit candle in its original box with plenty of padding (bubble wrap/foam) to ensure it doesn't sustain damage on its way back to us.

  3. Ship: Ship the package to the return address provided by our support team. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of un-tracked returns.

6. Refunds & Processing

Once your return is received and inspected at our workshop to verify it is unburned, we will send you an email notification. If approved, your refund will be processed automatically to your original method of payment within 5–7 business days.