The Lighthouse Candle Factory Return Policy
We take pride in our handcrafted products and want you to be completely satisfied with your order. While we make every effort to ensure each item is flawless, we are human. If your purchase does not meet your expectations, the complete Lighthouse Candle Factory return policy is detailed below.
You can always reach our team directly at customerservice@LHCFactory.com for any assistance. Please remember to include your original order number in your message. We make every reasonable effort to ensure our customers remain satisfied.
Note: If your items were purchased from one of our retail partners, we cannot process your request. Please reach out directly to the retail storefront where your items were bought. They will assist you according to their own store rules.
Damaged Candle Replacement Policy
We maintain a strict damaged candle replacement policy to cover shipments that suffer verifiable transit issues. Please review our structural guidelines regarding order eligibility:
- Defective or Damaged Arrival: Monetary refunds are strictly available only for products that arrive defective or physically damaged upon arrival, or if the wrong item is received. If your package arrives physically broken by the carrier, our verification process coordinates directly with standard consumer protection guidelines found on the USPS Claims Support Page and the official UPS Claims Portal.
- Scent Exceptions: Product defect does not include the strength of the product's fragrance or a personal dislike of the scent. Refunds are not available for these reasons.
- Warm Weather Shipping Notice: Candles, wax melts, and related products can soften or melt during warm transit temperatures. We are not liable for products that melt when subjected to hot temperatures for long periods.
- Preventive Action: We strongly advise you to arrange delivery to an air-conditioned location (like a business or home) where someone can receive your package immediately. If packages sit outside in the heat, items could melt, and we cannot be held liable for that environmental damage. Soft or melted wax is not considered defective or damaged.
Our standard return provisions do not apply to special orders and wholesale transactions. We do not accept returns on bulk or custom orders. However, under our damaged candle replacement policy, we will gladly issue a refund or replacement if a wholesale item arrives broken. Clear photos of the damaged shipping package and the broken items are required for processing.
Scent Exchanges
If your candle arrives in good condition but the fragrance is not quite what you expected, we are happy to help you find a scent you love. Unused and unlit candles may be exchanged under our standard candle return and exchange rules if approved by management.
To initiate a swap, the customer must email their request to customerservice@LHCFactory.com within five (5) business days of delivery. To qualify for a scent exchange, the candle must meet the following criteria:
- The item must be completely unused and unlit.
- The item must remain in its original factory jar.
- The item must be safely packed for return shipment to prevent glass breakage.
For all scent exchanges, the customer is responsible for shipping the unused candle back to our warehouse. Once we receive and inspect the returned candle, we will email an invoice for the shipping costs of the newly exchanged item(s). Once paid, we will send your replacement scent(s). There is no restocking fee for a scent exchange.
Strict Non-Returnable & Final Sale Items
Due to safety, hygiene, and product shelf-life integrity, certain product categories are completely excluded from our standard candle return and exchange rules:
- Fragrance Oils & Sprays: We cannot accept returns on Fragrance Oils or Fragrance Sprays. There is no way for our team to verify product integrity against tampering or dilution after it leaves our facility. We are unable to reuse or resell returned liquids. All fragrance oil and fragrance spray sales are final.
- Clearance & Special Items: Discontinued items, clearance inventory, limited collections, custom releases, and sales items are considered final sales and are not eligible for returns, refunds, or exchanges.
- Gift Cards: Purchased gift cards are non-refundable and cannot be redeemed for cash values.
LHCFactory Order Refund Process
Once an eligible returned package is received and inspected by our warehouse team, the official LHCFactory order refund process begins.
- Notification: We will send you an email to notify you that we have received your item.
- Approval Status: This email will also confirm the approval or rejection of your return.
- Credit Issues: If approved, a credit will be automatically applied to your original payment method within ten (10) business days.
- Bank Processing: Your credit card company or banking institution may require additional processing time. We are unable to control or monitor external banking delays.
Need Assistance?
The team at The Lighthouse Candle Factory Kernersville showroom is always ready to assist. Contact us anytime at customerservice@LHCFactory.com for specific questions regarding refunds and returns.
Refund and Return Policy Version 1.3 – Revised January 1, 2026