Refund policy

Due to the custom nature of the items, we do not accept returns, exchanges or
requests for alterations after delivery. We ask that you communicate any specific
requests through our message conversation during the order process. We only know
about a preference or request if you specify it in your message. We will always do
our best to accommodate your requests. 

There are no refunds since every item is custom. If an item breaks in shipment we have
insured its value up to $100 and you can submit the claim to USPS online to have that
insurance amount sent to you as a check in the mail. If you would like more than $100 of insurance please let us know at the time of purchase. Note that when submitting an
insurance claim **You MUST have photos of the item and the box/packaging and you must retain the box/packaging to take to the post office if proof of damage is required. Shipping insurance MAY also require that the customer take the damaged item to a waste yard for disposal and obtain proof of disposal. 

**Note that any damage must be reported to us within 48 hours of the package
arriving.

You can always contact us for any questions at sales@heartmountaincandleco.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.