Refund policy

Thank you for supporting Phoenix Crafted. Every candle, wax melt, tealight, and votive is handcrafted in small batches in Greensboro, North Carolina. I want you to be genuinely happy with your purchase. When something is not right, this policy explains how I will help resolve it. 


Standard returns and refunds are governed by this Return & Refund Policy. Eligible fragrance exchanges are handled separately under the Phoenix Crafted Shipping & Scent Swap Policy, including the 14-Day Scent Swap Guarantee for qualifying candles, wax melts, tealights, and votives.

Return Window

You have 14 days from the date your order is delivered to request a return on an eligible item. Return requests submitted after the 14-day period may not be accepted.

To view your order details, log in to your Phoenix Crafted customer account. To request a return, email Phoenix@Phoenix-Crafted.com with the information listed below.

  • Your order number
  • The item you would like to return
  • The reason for the return
  • Photographs, when the item is damaged, defective, or incorrect

I will normally respond within one to two business days with authorization and return instructions.

Do not mail or deliver a return without contacting Phoenix Crafted first. Unauthorized returns may not be accepted or processed.

Eligible Returns

To qualify for a return, an item must be:

  • Unused, unburned, and in its original condition
  • In its original packaging
  • Accompanied by its original labels, inserts, accessories, and components
  • Return requested within 14 days of delivery
  • Authorized by Phoenix Crafted before being shipped

Candles must not show evidence of burning, melted wax, soot, wick trimming, or other use. Wax melts must remain unopened and in their original packaging.

Items That Cannot Be Returned

The following items are final sale and cannot be returned or refunded unless they arrive damaged, defective, or incorrect:

  • Used, burned, or partially melted candles
  • Candles with trimmed or previously lit wicks
  • Opened or used wax melts
  • Wax melts removed from their original packaging
  • Custom or personalized products
  • Custom fragrance orders
  • Made-to-order products
  • Gift cards
  • Clearance items
  • Items specifically marked “final sale”

Promotional or discounted items may be nonreturnable when the applicable offer, product page, or promotion states that they are final sale.

Scent Preferences

Fragrance is personal, and scent perception can vary from person to person. A dislike of a fragrance after a candle has been burned or a wax melt has been opened does not qualify as a product defect.

To help customers explore unfamiliar fragrances before purchasing a larger product, Phoenix Crafted may offer discovery sets, smaller formats, wax melts, or fragrance guidance when available.

Unused and unopened fragrance products may still qualify for a return when they meet all other requirements in this policy.

14-Day Scent Swap Guarantee

Choosing fragrance online can be difficult, and Phoenix Crafted wants you to shop with confidence.

If you purchase a candle or wax melt and discover the fragrance simply isn't the right fit for you, you may use our 14-Day Scent Swap Guarantee.

To qualify:

  • Contact Phoenix Crafted within 14 days of delivery.
  • The product must have been lightly tested only.
    • Candles should have been burned only long enough to evaluate the fragrance (generally one burn).
    • Wax melts should have no more than one cube, piece, or portion used for a single warming session.
  • The container, packaging, and label must remain in good condition.
  • The guarantee applies to one scent swap per original product purchased.

If approved, you may exchange the product for another fragrance of equal value.

Customers are responsible for shipping the original item back unless Phoenix Crafted determines the product is damaged, defective, or incorrect.

If the replacement fragrance costs more than the original purchase, you'll simply pay the difference. If it costs less, the remaining balance may be issued as store credit at Phoenix Crafted's discretion.

The Scent Swap Guarantee does not apply to:

  • Discovery Sets
  • Sample sizes
  • Clearance or final-sale items
  • Custom fragrances
  • Personalized products
  • Gift cards
  • Products that have been substantially used or nearly consumed
  • Additional exchanges of the same product after a replacement has already been issued

Because fragrance preference is subjective, the Scent Swap Guarantee is offered as a customer satisfaction benefit and is separate from the standard return policy for unused products.

Damaged or Defective Items

Please inspect your order promptly after delivery. 

If your order arrives damaged, severely melted, incomplete, defective, or contains an incorrect item, contact Phoenix Crafted within seven days of confirmed delivery. Include your order number, a description of the issue, photographs of the affected product, photographs of the shipping box and interior packaging, and a photograph of the shipping label if requested. Please keep the product and all original packaging until the claim has been reviewed.

When your order arrives damaged or appears to have a manufacturing defect, email Phoenix@Phoenix-Crafted.com within seven days of delivery. Include:

  • Your order number
  • A description of the problem
  • Clear photographs of the product
  • Photographs of the shipping box and packaging
  • A photograph of the shipping label when requested

Depending on the circumstances and product availability, Phoenix Crafted may provide:

  • A replacement
  • A comparable substitute approved by you
  • Store credit
  • A full or partial refund to the original payment method

You will not be charged return shipping for an approved damaged, defective, or incorrect item.

Normal handmade variations—including minor differences in wax appearance, color, label placement, surface texture, frosting, or scent perception—are not necessarily defects.

Incorrect Item Received

When Phoenix Crafted sends the wrong product, size, fragrance, or variation, please email Phoenix@Phoenix-Crafted.com within seven days of delivery with your order number and photographs of the item received.

I will arrange an appropriate correction, which may include sending the correct item and providing a prepaid return label for the incorrect product.

Return Shipping

Damaged, defective, or incorrect items

Phoenix Crafted will cover approved return-shipping costs when the return results from an error by Phoenix Crafted or a confirmed product defect.

Change-of-mind returns

Customers are responsible for the cost of returning eligible items for reasons unrelated to damage, defect, or fulfillment error.

Use a trackable shipping service and package the item securely. Phoenix Crafted is not responsible for return packages that are lost, damaged, or misdirected while being shipped back.

Original shipping charges are not refundable unless the return results from an error by Phoenix Crafted, a verified defect, or shipping damage covered under this policy.

Return Address and Business Location

Return instructions and the correct return address will be provided after your return request has been approved.

Phoenix Crafted’s main business and mailing address is:

Phoenix Crafted
4616 Beth Rd.
Greensboro, NC 27406
United States

This is Phoenix Crafted’s main business and mailing location. It is not the public physical storefront, and customers should not arrive at this address for shopping, returns, exchanges, or order pickup without a confirmed appointment or written authorization.

Do not send returns to this address unless Phoenix Crafted specifically instructs you to do so.

Refunds

After an authorized return is received, it will normally be inspected within two business days.

You will receive an email confirming whether the refund has been approved.

When approved:

  • The refund will ordinarily be issued to the original payment method.
  • Please allow approximately five to ten business days for the refund to appear, depending on your bank, card issuer, or payment provider.
  • Original shipping charges are nonrefundable unless the return resulted from damage, defect, or an error by Phoenix Crafted.
  • Any return-shipping costs owed by the customer may be deducted from the refund when Phoenix Crafted provides the return label.

Shipping, handling, gift-wrapping, expedited-delivery charges, and customs fees are generally nonrefundable.

Returns That Do Not Meet the Policy Requirements

A refund may be denied when an item:

  • Was returned without authorization
  • Was used, burned, opened, altered, or damaged after delivery
  • Is missing packaging, labels, accessories, or components
  • Was returned after the applicable deadline
  • Is a custom, personalized, gift-card, clearance, or final-sale item

When a return is rejected, I will contact you with the reason. You may be responsible for the cost of having the item shipped back to you.

Unclaimed rejected returns may be held for up to 14 days after notification.

Exchanges

Exchanges may be available for eligible, unused products, subject to inventory.

The fastest exchange method is usually to return the original eligible item and place a new order for the preferred product, size, or fragrance.

Contact Phoenix@Phoenix-Crafted.com before returning anything so I can confirm availability and provide instructions. Customers are generally responsible for exchange-related shipping unless the exchange is necessary because Phoenix Crafted sent an incorrect or defective item.

Order Cancellations

You may request an order cancellation within 24 hours of placing the order, provided production, packaging, or shipment has not already begun.

Cancellation requests are not guaranteed. Because some products are handmade, poured to order, customized, or prepared quickly for shipment, an order may become noncancelable before the 24-hour period ends.

Once an order has shipped, it must be handled under the return terms above.

Custom, personalized, and made-to-order products may not be canceled after production has begun.

Late or Missing Refunds

When an approved refund has not appeared after ten business days:

  1. Review your bank account or card statement again.
  2. Contact your bank, card issuer, or payment provider because processing delays may occur.
  3. Email Phoenix@Phoenix-Crafted.com with your order number so I can review the refund status.

International Returns

Eligible international returns are subject to the same general requirements in this policy.

International customers are responsible for:

  • Return-shipping costs for change-of-mind returns
  • Customs charges
  • Import duties
  • Brokerage fees
  • Taxes associated with the return

Original international shipping charges, customs duties, import taxes, and related fees are nonrefundable unless otherwise required by law.

International damage claims must be submitted within seven days of delivery with photographs of the item, shipping packaging, and shipping label.

Phoenix Crafted is not responsible for packages refused because of customs charges or returned due to an incorrect or incomplete customer-provided address.

Your Legal Rights

Nothing in this policy limits any rights or remedies that cannot legally be limited under applicable consumer-protection laws.

Questions and Contact Information

Phoenix Crafted is a small, owner-operated business, and I am happy to help with questions about returns, damaged orders, or product concerns.

Email: Phoenix@Phoenix-Crafted.com
Phone: (336) 501-4286
Contact form: phoenix-crafted.com/pages/contact-phoenix-crafted-for-custom-orders-gifts-questions

Main Business and Mailing Address

Phoenix Crafted
4616 Beth Rd.
Greensboro, NC 27406
United States

This is Phoenix Crafted’s primary business and mailing address and is not the public storefront. Please do not visit or deliver returns without prior written authorization.

Physical Storefront

Phoenix Crafted
535 Nelson St. #28
Kernersville, NC 27284
United States

The Kernersville location is Phoenix Crafted’s public physical storefront. Visits, pickups, and in-person services are subject to posted business hours and any applicable instructions. 

— Megan, Phoenix Crafted

Last Updated: July 25, 2026