Refund policy

Returns & Exchanges

We pour every candle by hand and pack each order with care. We want you to love what arrives. Because our pieces are small-batch and made to be burned, we keep returns simple and fair.

Transit damage or our error

If your order arrives broken, leaking, or clearly wrong, email us within 24 hours of delivery at hello@coastalpournc.com with your order number and photos of:

  • the damaged item

  • the inner packaging

  • the outer box and shipping label

Once we confirm the issue, we will issue store credit for the item and the original shipping charge. We may ship a replacement instead when stock allows. Please do not discard the packaging until we have reviewed your photos.

Unused returns (store credit)

Unlit candles in original, resaleable condition may be returned within 7 days of delivery (we will accept packages we receive within 14 days of delivery if the request was made in time).

  • You receive store credit, not a refund to your card.

  • You pay return shipping. Original outbound shipping is not credited on change-of-mind returns.

  • Items must be unused, unlit, and in the same packaging they left us in.

Email hello@coastalpournc.com with your order number before you ship anything back. We will send the return address. Credit is issued after we inspect the return, typically within a few business days of arrival.

Store credit

Approved returns and damage claims are issued as a Coastal Pour store credit code. Credit is for use on coastalpour.com only. It cannot be redeemed for cash, transferred, or applied to a different payment method. Unused credit expires 6 months from the date it is issued.

Holiday cutoff

Gifts purchased from November 1 through December 31 may be returned under the unused-return terms above through January 10 of the following year. After January 10, the standard 7-day request / 14-day receipt window applies from the delivery date. Lit candles, sale items, and custom pieces remain final sale through the holidays.

What we cannot accept

Once a candle has been lit, it cannot be returned, exchanged, or credited. The same applies to:

  • sale, clearance, and promotional items

  • custom, personalized, or made-to-order pieces

  • gift cards

  • items missing lids, labels, or original packaging

  • returns requested after the window above

Heat, soy, and what is not a defect

Soy wax is softer than paraffin. In warm weather a candle may show sweating (tiny beads of fragrance on the surface), wet spots (wax pulled slightly from the glass), a soft or slumped top, or minor frosting. These are natural to soy and to summer transit. They do not affect how the candle burns and are not treated as damage.

If the vessel is shattered, the wax has fully liquefied and escaped the jar, or the piece is otherwise unusable, that is damage — send photos within 24 hours as above.

If a box feels warm on arrival, let it rest in a cool room before opening.