Refund policy

Last Updated: August 9, 2026
At Unity Flames, we carefully prepare each order and want you to be happy with your purchase. Because many of our products are handmade, and some are made specifically for each customer, we have a limited return period and specific requirements for eligible returns.
Please review this policy before placing your order.
1. Return Window
Eligible products may be returned within 3 calendar days from the date the order is delivered.
For example, if your order is delivered on Monday, the return request must be submitted within the applicable 3-day return period.
The return period begins on the date the order is marked as delivered.
2. Eligibility for Returns
To be eligible for a return, the product must generally be:
  • Unused and unopened
  • In its original condition
  • In its original packaging, when applicable
  • Free from damage caused after delivery
  • Accompanied by the original order information
Products that have been used, burned, opened, altered, damaged, or otherwise changed after delivery may not be eligible for return.
3. Products That May Not Be Eligible for Return
Because of their handmade or personalized nature, certain products may not be eligible for return or exchange.
This may include:
  • Custom or personalized candles
  • Create Your Own Signature Candles
  • Custom fragrance blends
  • Made-to-order products
  • Products that have been opened or used
  • Products that cannot reasonably be resold due to safety, quality, or other applicable considerations
If you are unsure whether your product is eligible for return, please contact us before sending it back.
4. Fragrance Selection and Preferences
We understand that choosing a fragrance online can sometimes be difficult, especially when you have not experienced the scent in person.
If you are unsure which fragrance to choose, please feel free to contact us before placing your order. We are happy to assist you and, when available, provide a fragrance sample on a paper scent strip so you can experience the fragrance before making your purchase.
Because fragrance preferences are personal and scent perception can vary from person to person, we encourage customers who are unsure about a fragrance to contact us before placing an order.
Once a fragrance product has been purchased, a change of mind or personal preference regarding the scent does not automatically qualify the order for a return or refund.
5. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
Please provide:
  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging, when applicable
Please do not return a damaged, defective, or incorrect product before contacting us.
We will review the issue and determine an appropriate resolution, which may include a replacement, refund, store credit, or another reasonable solution.
6. Return Shipping
For eligible returns due to a change of mind or other reasons not caused by Unity Flames, the customer is responsible for the cost of return shipping.
If the return is due to an error by Unity Flames or the product arrived defective or damaged, we will review the situation and determine the appropriate return-shipping arrangement.
7. How to Request a Return
To request a return, please contact us within the 3-day return period.
Email: service.unityflames@gmail.com
Phone: (860) 406-4134
Please include:
  • Your name
  • Order number
  • Product you would like to return
  • Reason for the return
  • Photos, when applicable
We will provide return instructions if your request is approved.
8. Refunds
Once an approved return is received and inspected, we will notify you whether the return has been accepted.
If approved, the refund will generally be issued to the original payment method used for the purchase.
The time it takes for the refund to appear in your account may depend on your bank, credit card company, or payment provider.
Original shipping or delivery charges may not be refundable unless required by applicable law or the return is due to an error on our part.
9. Returns Without Authorization
Please do not send products back without contacting us first.
Unauthorized returns may be delayed or may not be accepted.
10. Exchanges
We generally do not offer direct exchanges for custom, personalized, or fragrance-specific products.
If you receive an incorrect, damaged, or defective product, please contact us so we can determine the appropriate resolution.
11. Local Pickup Orders
Products purchased for local pickup are subject to the same applicable return requirements unless otherwise stated.
If you believe your pickup order is damaged, defective, or incorrect, please contact us as soon as possible.
12. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit any rights or remedies that you may have under applicable federal, state, or local law.
Where applicable law provides you with rights that differ from this policy, those legal rights will apply.
13. Changes to This Policy
Unity Flames may update this Return & Refund Policy from time to time to reflect changes to our products, business practices, or applicable requirements.
Any changes will be posted on this page, and the “Last Updated” date will be revised accordingly.
14. Contact Us
If you have questions about a return, refund, or exchange, please contact us.
Unity Flames
Email: service.unityflames@gmail.com
Phone: (860) 406-4134
We appreciate your understanding and the opportunity to assist you with your order.