Refund policy
Love at First Light Guaranteed: Returns & Exchanges
At Fontana Candle Co., we believe in creating a radiant experience for every customer. That’s why we’ve created our Love at First Light Guaranteed, ensuring your satisfaction with every purchase. If for any reason you’re not completely in love with your product, we’ve got you covered with our customer-friendly refund and exchange options.
Please note that we do not cover the original shipping fee in your return. As a small company that hand picks and packs each order, it is important that we can pay our shipping team fairly.
To start a return or exchange, visit our returns center here. If you have issues with the returns portal, please email our Customer Care Team at customer@fontanacandlecompany.com.
Packaging Requirement for Returns
Because many of our products are made with glass, all returned items must be packaged thoroughly and with care to ensure they arrive safely. Any return that arrives damaged due to insufficient or negligent packaging will be subject to a 20% restocking fee, which will be deducted from the refund at our discretion.
Examples of negligent packaging include, but are not limited to, shipping candles without any padding, bubble wrap, or other adequate packing material to protect the glass during transit.
If you purchased from Amazon, you must complete your returns through Amazon. All Amazon terms and conditions apply. We are not able to assist you with your Amazon orders through our Customer Care Team.
30-Day Refund & Exchange Policy
You have 30 days from the date of purchase to request a refund or exchange. Here’s how we make it simple for you:
Refunds
We understand that sometimes things don’t work out. You can request a refund within the 30-day period based on the following conditions:
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Unburned Products: If your product has not been used (burned or melted), we will issue a full refund—no strings attached!
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Burned Products: If your product has been partially burned (less than 25% burned or one wax melt puck), a 20% restocking fee will apply to cover handling and processing. We will not accept returns and exchanges of candles burned more than 25%, or Wax Melts with more than one puck melted.
Store Credit Exchanges
Exchanges are even better when you choose store credit:
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When you exchange your product for store credit, you’ll receive a bonus incentive of 25% more credit than you originally paid, to sweeten the deal!—because you deserve more.
- Burned Products: If your product has been partially burned (less than 25% burned or one wax melt puck), a 20% restocking fee will apply to cover handling and processing. We will not accept returns and exchanges of candles burned more than 25%, or Wax Melts with more than one puck melted.
Free Shipping on Returns & Exchanges with Checkout+
Receive free shipping on your Returns & Exchanges when you choose Checkout+ Hassel Free Exchanges (Re:Do) with your purchase. If you do not choose this option, you will be responsible for your return shipping costs.
PRODUCT DEFECT
Our One Year Candle Burn Guarantee gives you peace of mind that your candle will burn perfectly when it arrives, and for every time you light it. You can be sure that any defects in the wax and wick are covered - we will replace any candle deemed defective by our Customer Care Team.
Covered claims include: Wax sinkholes, excessive tunneling, and wicks that refuse to stay lit.
When burning our candles with wooden wicks, please keep in that they do require additional care and maintenance for the perfect burn. The following conditions must be met for our Customer Care Team to replace your candle:
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You must have burned your candle for at least 2-3 hours on your first burn to allow the wax time to get to the edge of the jar to prevent tunneling.
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We will not provide replacements for tunneling issues until at least 75% of the candle has been burned.
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Please remember there will be up to 1/2" of wax left at the bottom of the candle after your last burn. This intentional design feature ensures the safety of our wick clips, preventing the candle from overheating as it nears its end. This is a normal occurrence and not a defect.
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To start a claim with our Customer Care Team, please email us at customer@fontanacandlecompany.com with a photo or video of your candle's wick as well as the 4 or 5 digit lot code on the left side of the label. The duration of coverage will be calculated based on one year from the date of your purchase.
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Kindly adhere to all instructions provided by our Customer Care Team, which also includes the important task of trimming your wick. By following this simple request, we have successfully resolved the majority of issues faced by our valued customers!
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Please be aware that any fraudulent requests will not be approved. With years of experience in crafting our candles, we have developed a keen sense for identifying such requests. As a small, family-owned business, we value honesty and appreciate your genuine interactions.
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To achieve optimal outcomes, it is recommended not to store our candles for extended periods. For the most satisfying experience, kindly ensure they are burned within a year of purchase. Our candles are free from preservatives, unlike many synthetic candles offered by large brands.
If your product appears to be defective, please include photos or video, along with a description of the issue you are experiencing. Items that are determined to be defective will be replaced or a store credit will be issued.
Note: Product defect does not include strength of scent of the product. We clearly state that our products are lightly scented and should not be expected to fill a room with scent.
MISSING OR INCORRECT ITEMS
We apologize for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with missing or incorrect items. Please include photos of any incorrect items to help us resolve the issue for you quickly.
DAMAGED ITEMS
We apologize for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with damages. Please include photos of the damaged items, as well as the box your order arrived in, to help us resolve the issue for you quickly.
LOST OR STOLEN ORDERS
If your package was marked as delivered, but you haven't received it, we ask that you please wait 3 business days before reaching out to us. Many times when this happens, the package is still on the delivery truck, or it was dropped off at the wrong address. If your package does not arrive three days after being marked as delivered, please email us at customer@fontanacandlecompany.com and we will make sure you get your order.
REFUNDS
Refunds are only given for cancelled orders that have not already shipped. Reimbursement of funds will be allocated back to the original form of payment used for the purchase. Please allow 3-5 business days for the refund to be processed.
If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.
If payment was made with a gift card, the refund will be issued as a credit in the form of a new Fontana Candle Company gift card.
If a refund is being issued directly to a gift recipient rather than the purchaser, the refund will be issued as a credit in the form of a Fontana Candle Company gift card.
We reserve the right to cancel any order flagged as suspected fraud. The refund will be issued at the time the order is cancelled and the buyer will be notified via email within 24 hours of cancellation.
Refunds being issued as a result of an undeliverable order or a “Return To Sender” will be issued for the amount of the original order, less any shipping charges and fees that were incurred. More information is detailed in our Shipping Policy
We appreciate you supporting our small business, and understanding our policies!
Direct messages via social media are not accepted forms of customer service interaction. We want to provide you with the best customer experience possible. All inquiries are responded to during our normal business hours of Monday through Friday, 8 am to 4 pm EST. Please email us at: customer@fontanacandlecompany.com