Refund Policy

A legal disclaimer

 

Effective Date: 12/01/2025

At Ember Notes, each candle is hand-poured with care. Because of the handmade nature and the hidden message component, all sales are final. However, we always want you to receive your order in perfect condition.

 

1. Damaged or Defective Items

If your item arrives damaged or defective:

• Contact us within 48 hours of delivery
• Include clear photos of the packaging, candle, and damage
• Email us at admin@theavisgreen.com

We will send a replacement at no cost.

 

2. Incorrect Items

If you receive the wrong product, we will ship the correct item at no charge.

 

3. Non-Returnable Items

We cannot accept returns on:

• Used candles
• Burned candles

• Custom note orders
• Sale items
• Gift cards

All candle sales are final due to safety, hygiene, and product integrity standards.

 

4. Order Changes & Cancellations

Because we begin processing orders quickly:

• Changes or cancellations must be requested within 2 hours of purchase
• Custom note orders cannot be canceled once production begins

 

5. Lost or Stolen Packages

If a package is marked "Delivered" but not received:

• Please contact the carrier first
• We are not responsible for carrier delivery errors or theft

We will assist you in filing a claim when possible.

 

6. Need Help?

Email our support team at admin@embernotescandles.com