Refund policy

CharGlow Return and Refund Policy

1. General Information

Thank you for shopping with CharGlow. We take pride in the quality of our products and want you to be fully satisfied with your purchase. Please read our return and refund policy carefully.

2. Non-Returnable Items

Due to the nature of our candles containing activated charcoal, we cannot accept returns or exchanges for change of mind. Activated charcoal is at work even when the candle is not burning, actively adsorbing odors and impurities from the air. This continuous process means that once the candle is in your home, it begins to function as intended, making it unsuitable for returns.

However, we understand that handmade items can sometimes have imperfections. If you experience issues such as excessive tunneling, large sinkholes, or problems with the wick, we will be happy to process a replacement order. Your satisfaction is important to us, and we are committed to ensuring you receive a high-quality product.

3. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receiving your order. Defective items include issues such as excessive tunneling, large sinkholes, or problems with the wick not staying lit. To process a return or refund, please provide the following:
- Order number
- A clear description of the issue
- Photographic evidence of the damage or defect

Upon verification, we will arrange for a replacement or issue a refund for the defective item.

4. Refunds

Refunds will be processed to the original payment method within 5-7 business days of approval. Please note that shipping fees are non-refundable.

5. Contact Us

For any issues or questions regarding your order, please contact our customer service team at info@charglowcandles.com. We are here to assist you and ensure a pleasant shopping experience.

Thank you for choosing CharGlow!