Refund policy

Return & Refund Policy

Thank you for supporting handmade. Every candle, wax melt, and diamond painting is made by hand in my McLeansville, NC studio, and I want you to be genuinely happy with what you receive. If something isn't right, here's how we'll make it right.

Return Window

You have 14 days from the date of delivery to request a return on eligible items. Returns requested after 14 days will not be accepted.

To start a return, email Phoenix@Phoenix-Crafted.com with your order number and reason for return. I'll respond within 1–2 business days with a return shipping address and instructions.

What's Eligible for Return

To be eligible for a return, items must be:

  • Unused, unburned, and in original condition (candles must show no soot, melted wax, or trimmed wicks)

  • In original packaging with all labels and inserts intact

  • Returned within 14 days of delivery

What's NOT Eligible for Return (Final Sale)

The following items cannot be returned or refunded except in the case of damage or defect:

  • Used or burned candles (including candles with trimmed wicks or visible melted wax)

  • Opened wax melts or wax melts removed from clamshell packaging

  • Custom orders — including custom-scent requests and made-to-order items

  • Custom solid-wood frames — built to your specifications, no two are alike

  • Sale, clearance, or promotional items (including BTGO bonus items)

  • Gift cards

Damaged or Defective Items

If your order arrives damaged or defective, you're covered. Please send a photo of the damage and the packaging within 7 days of delivery to Phoenix@Phoenix-Crafted.com.

I will arrange one of the following at no cost to you:

  • Free replacement of the damaged item (subject to inventory)

  • Free repair (especially relevant for diamond paintings and framed pieces)

  • Full refund to your original payment method if replacement isn't possible

This protection applies to all candles, wax melts, tealights, votives, diamond paintings, and custom frames.

Wrong Item Shipped

If I shipped the wrong item, that's on me. Email me a photo within 7 days and I'll send the correct item plus a prepaid return label for the original.

Return Shipping

  • For damaged, defective, or wrong items: I cover return shipping with a prepaid label.

  • For change-of-mind returns: Customer is responsible for return shipping costs. I recommend using USPS with tracking, as I cannot refund items lost in return transit.

  • Please do not ship returns back without contacting me first — returns sent without prior authorization may not be processed.

Refunds

Once your return is received and inspected (typically within 2 business days of arrival), I'll send you an email confirming approval or rejection.

If approved:

  • Refunds are issued to the original payment method

  • Please allow 5–10 business days for the refund to appear in your account, depending on your bank or card issuer

  • Original shipping charges are non-refundable except in cases of damage, defect, or wrong item shipped

If rejected (e.g., item was used or returned outside the 14-day window):

  • I'll contact you with the reason and offer to ship the item back to you at your cost, or hold it for 14 days awaiting your response

Exchanges

I'm happy to do exchanges for products as long as the price is of equal value, or  the same product in a different size or variant, subject to availability. The fastest way to exchange is to return the original item and place a new order. Email me first and I'll walk you through it.

Late or Missing Refunds

If you haven't received your refund after 10 business days:

  1. Check your bank account or card statement again

  2. Contact your bank or credit card company — there is often processing time before refunds post

  3. If you've done both and still haven't received it, email me at Phoenix@Phoenix-Crafted.com and I'll investigate from my end

Order Cancellations

You may cancel an order for a full refund within 24 hours of placing it, as long as it hasn't shipped yet. After 24 hours or once an order has been packed/shipped, it falls under the standard return policy above.

International Returns

International returns are accepted under the same terms, with these notes:

  • Customer is responsible for return shipping costs and any customs fees

  • Original shipping charges and customs duties paid are non-refundable

  • Damaged-in-transit claims for international orders follow the same 7-day photo-evidence process

Questions?

I'm a one-woman small business and I'd love to help. Reach out anytime:

📧 Email: Phoenix@Phoenix-Crafted.com
📞 Phone: (336)501-4286
🌐 Contact Form: phoenix-crafted.com/pages/contact

— Megan, Phoenix Crafted

Last Updated: June 11, 2026

Thank you for supporting Phoenix Crafted — where every piece is made with care and creativity.