Refund policy
REFUND POLICY
At Rooted Flame, your satisfaction means everything to us. We take great care in crafting every product, and we want you to love what you receive.
Returns
You have the right to cancel your order within 14 days of receiving your item, without giving a reason. You then have a further 14 days to return the item to us. To be eligible for a return, items must be:
- Unused and unopened
- In their original packaging and in the same condition as received
The following items are non-returnable for hygiene reasons:
- Opened or used candles, soaps, bath products, or skincare items
- Personalised or custom-made items
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days.
Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with:
- Your order number
- Clear photos of the item and packaging
We will arrange a replacement or full refund at no cost to you.
Return Shipping
Return shipping costs are the customer's responsibility, unless the item is faulty, damaged, or incorrect. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Contact Us
For any return or refund requests, please get in touch: 📧 support@rooted-flame.com