Refund policy

RETURNS / EXCHANGES

Returns or exchanges are accepted for any candle or wax melt that has not been damaged, burned, or altered and is in its original packaging.

To initiate a return, contact us at info@bearfamilycandles.com within 14 days of delivery. We will respond with approval or next steps within 3–5 business days. The item must be unused and in original packaging with a receipt or proof of purchase. The customer is responsible for proper packaging and return shipping unless the issue is a physical defect. Bear Family Candles is not responsible for damage due to improper packing during return transit. Once the returned item is received, please allow 72 hours for processing your refund or exchange. Original shipping costs are non-refundable.

REFUNDS

  • Damaged package/product: Contact us within 72 hours of delivery. Photos of the item and packaging are required to file a claim with the carrier. A replacement or refund to the original payment method will be issued once approved.
  • Refund processing time: Refunds typically take 5–10 business days to appear, depending on your bank or payment provider.
  • Hot weather: Candles and wax melts are sensitive to heat. During warm months, orders ship Monday–Wednesday to avoid weekend transit in hot trucks. We recommend checking local weather conditions before placing your order. Melting due to hot weather conditions after delivery is not covered by carrier insurance and is not eligible for a refund or replacement.
  • Customer-caused damage: Damage resulting from customer handling or use is not eligible for return or refund.
  • Free shipping orders: If your order shipped with free shipping, the original shipping cost may be deducted from your refund, except in cases of defective or damaged items.
  • Lost packages: Contact us and we will investigate with the shipping carrier. Replacements will be issued at our discretion based on carrier findings.
  • Inaccurate shipping address: Contact us immediately if you notice an address error. We will attempt to re-route the package, but cannot guarantee success once the order has shipped.
  • Sale items & gift cards: All sales on discounted/sale items are final. Gift cards are non-refundable, except as required by applicable law.

WHOLESALE ORDERS

Wholesale orders are subject to separate terms and conditions as outlined in your wholesale agreement. Please refer to your agreement or contact us directly for wholesale return and refund inquiries.