Refund policy

Exchange Policy

Each Pumarosa® candle is hand-poured in small batches, using natural soy wax and carefully selected materials. We inspect every item before it leaves our studio to ensure it reflects the quality and intention behind our work.

Because of the nature of our handcrafted products, all sales are final. However, if your candle arrives damaged or does not perform as expected, even after proper care, we’re here to help and will gladly review your exchange request.

Eligibility for Exchange

We will consider an exchange if:

•    Your candle was damaged during shipping
•    The wooden wick does not stay lit after following proper burn practices

To request an exchange, contact us at hello@pumarosacandles.com within 14 days of receiving your order.

What to Send

When reaching out, please include:

•    Proof of purchase
•    Clear photos of the candle and packaging
•    A short video showing the issue, especially if related to the wick
•    A brief note describing how the candle was used

If the item was received as a gift, the same conditions apply, as long as proof of purchase is provided.

Before Requesting a Candle Exchange

Pumarosa® candles use natural wooden wicks that require thoughtful care. Before requesting an exchange, we ask that you complete two full burn sessions following the guidance shared in our Candle Care section.

This care information is available on our website and may be included with your order. If your package did not include a candle care booklet, please refer to the Candle Care page at https://pumarosacandles.com/pages/candle-care

Please make sure:
•    The wax pool reaches the edges of the vessel before extinguishing
•    The wick is trimmed before each re-lighting, starting with the second burn
•    You are burning the candle in a space free from strong drafts or air movement
Wick performance issues caused by incomplete burns, lack of trimming, or exposure to drafts are not considered product defects. If the wick still fails after two properly cared-for sessions, we will review your request.

If Your Exchange Is Approved
If your exchange is approved, we will send a replacement of the same item at no cost to you. Please allow 3 to 5 business days for processing and shipping.
We do not issue refunds, substitutions, or store credit.

Items That Cannot Be Exchanged

The following items are considered final sale and are not eligible for exchange:

•    Candle-Making Experiences
•    Reed Diffuser Sessions
•    Promotional bundles
•    Any item marked Final Sale at checkout

These offerings are either custom-prepared or limited in nature and cannot be replaced.

A Note on Natural Variation
Because our candles are hand-poured, slight variations in appearance, wax texture, scent strength, or flame behavior may occur. These differences are part of what makes each Pumarosa® piece unique and are not considered defects.

Need Support?
If something feels off or you’re unsure whether your candle qualifies for an exchange, please contact us. We’re happy to assist.

hello@pumarosacandles.com