Return & Refund Policy

Return & Refund Policy — 3L Candle Studio

Effective date:  January 1, 2025

1) Definitions

• Delivery Date: the carrier-scanned “Delivered” date.
• Pickup Date: the date you collected your order at local pickup.
• Defect: a manufacturing fault (e.g., cracked vessel out of the box, detached wick tab, abnormal sooting despite correct use).
• Normal variations (not defects): minor frosting or “wet spots,” slight color swirl, micro-bubbles, natural fragrance variation, or label shift within ±1.5 mm.

2) Return Windows & Eligibility

A) Standard returns (buyer’s remorse / gift returns / wrong size or scent)

• 30 days from Delivery/Pickup.
• Item must be unused/unburned and in original packaging (box, labels, safety card).
• Original shipping fees are non-refundable. Return shipping is the customer’s responsibility for standard returns.

B) Test-burned candles (functionality concern)

• Eligible only for defect review when ≥85% wax remains, wick trimmed to ~¼″, and used per the safety card (level, still air, 2–3-hour sessions).
• If approved as defective, we’ll replace or refund and cover the return (or waive the return if unsafe to ship broken glass).

C) Scent Swap Program (one-time per order)

• Request within 30 days; candle must be unburned.
• You cover return shipping; we send one replacement scent of equal value once per order.
• Excludes custom/personalized items, bundle promotions, and “mystery” boxes.

D) Local pickup orders follow the same windows; your Pickup Date starts the 30-day clock.

3) Non-Returnable Items

• Custom or personalized items, made-to-order labels, gift cards.
• Clearance/final sale items and sample kits.
• Opened room sprays, reed diffusers, wax melts, or oils (unless defective on arrival).
• Items with >15% of wax consumed, or signs of misuse (e.g., burned more than 4 hours continuously, wick not trimmed, foreign objects in wax).

4) Damaged, Defective, or Wrong Item

• Notify us within 7 days of delivery with your order # and photos of the outer box, inner packaging, and the item.
• We will replace or refund promptly. In most cases of broken glass, we do not require a return for safety.
• If we shipped the wrong item, we’ll issue a prepaid label and reship the correct product.

5) Lost or Missing Packages

• If a package is marked delivered but missing, contact us within 7 days. We’ll help investigate with the carrier.
• After investigation, we may reship once to the original address upon a signed non-receipt statement. Theft after delivery may be excluded.

6) Exchanges (Non-Defect)

• Use the Scent Swap (above) or return for store credit and place a new order.
• Store credit is issued once we receive and inspect the return.

7) How to Start a Return (RMA)

1. Email support@3lcandlestudio.com or text (386) 340-8108 with your order # and reason.
2. We’ll issue an RMA # and instructions (and a label if it’s our error/damage).
3. Pack items securely; include your RMA # inside the box.
4. Upon receipt, we’ll inspect within 3 business days.

Return address:
3L Candle Studio — Returns
764 Grand Reserve Dr., Bunnell, Florida 32110
(We’ll reconfirm in your RMA email/text.)

8) Refunds — Method & Timing

• Method: original payment method where possible; otherwise store credit. (Cash equivalents are not issued for gift-card purchases.)
• Timing: Inspection within 3 business days of receipt → refund initiation same day as approval → bank posting typically 3–10 business days (varies by bank/card).
• Shipping charges: Original shipping is non-refundable, except for our error/damage.
• Partial refunds: If items are missing components/packaging or show wear inconsistent with the claim, we may issue a partial refund or deny the return (we’ll document with photos).

9) Proper Use & Safety (for Eligibility)

• Burn on a level, heat-resistant surface; keep away from drafts; trim wick to ~¼″ before each use; burn 2–3 hours per session; never move a lit candle; never leave unattended.
• Excessive soot, high flames, or tunneling caused by improper use may void eligibility.

10) Florida Point-of-Sale Posting (Local Pickup/Retail)

• We post our refund/exchange policy at the point of sale and provide it in writing      upon request.
• If a retailer in Florida fails to post or provide a policy, consumers may be entitled to a 7-day refund for unused items in original packaging. Our 30-day policy exceeds that default.

Counter sign (displayed at pickup):

Refund/Exchange Policy: Returns within 30 days with receipt. Unused/unburned items only; exclusions apply (custom, final sale, opened sprays/melts). Defects or shipping damage replaced or refunded. See full policy or ask for a printed copy.

11) Shipping Promises & Delays (Website Orders)

We follow the federal Mail, Internet, or Telephone Order Merchandise Rule: we ship within the time we promise, or within 30 days if no time is stated. If a delay occurs, we will ask for your consent to wait or issue a prompt refund—your choice.

12) Changes to This Policy

We’ll post updates here with a new Effective date. For pending returns, we honor the policy in effect on your purchase date.

13) Contact

EVERBELL LLC (DBA 3L Candle Studio)
Email: support@3lcandlestudio.com
Text/Phone: (386) 340-8108
Mail: 3L Candle Studio — Customer Care, 764 Grand Reserve Dr., Bunnell, FL 32110