Refund policy

Return and Refund Policy

At Cellar & Ash, our products are handcrafted in small batches with care. Due to the nature of handmade home fragrance products, please review our return and refund policy before placing your order.

Returns and Exchanges

Due to the handmade nature of our products, we do not accept returns or exchanges on used candles, wax melts, room sprays, linen sprays, or other home fragrance products.

For safety, quality, and hygiene reasons, we are unable to accept returns on products that have been burned, melted, sprayed, opened, used, or altered in any way.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or missing an item, please contact us within 5 business days of delivery so we can review the issue and help make it right.

Please include the following information when contacting us:

  • Your order number
  • A description of the issue
  • Clear photos of the product
  • Clear photos of the packaging and shipping box
  • Photos of any damaged items, packing materials, or carrier damage

Photos are required so we can properly review the issue and, when applicable, file a claim with the shipping carrier.

Refund Eligibility

Refunds or replacements may be offered at our discretion for items that arrive damaged, incorrect, or missing, provided we are contacted within 5 business days of delivery and all requested photos and order information are submitted.

Refunds will not be issued for products that have been used, burned, melted, sprayed, discarded, or damaged after delivery.

Heat-Related Damage

Wax products are sensitive to heat, especially during warmer months. We take care when packing orders and may use protective materials such as thermal wrap or cold packs when appropriate.

Please bring your package indoors as soon as possible after delivery. Cellar & Ash is not responsible for melting, softening, sweating, shifting, or heat-related damage once a package has been marked delivered.

Fragrance Preferences

Fragrance is personal, and scent perception can vary from person to person. We do not offer refunds, returns, or exchanges based on personal fragrance preference, scent strength, or if a scent is not what you expected.

We encourage customers to review fragrance descriptions before purchasing or choose a wax melt discovery set when available to sample multiple fragrances.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We may be able to cancel your order if it has not yet been processed, packed, assigned tracking, or shipped. Once an order has been processed or handed over to the carrier, it cannot be cancelled.

Non-Refundable Items and Fees

The following are non-refundable:

  • Original shipping charges
  • Return shipping fees, when applicable
  • Used candles, wax melts, sprays, or home fragrance products
  • Orders shipped to an incorrect address entered at checkout
  • Packages marked delivered by the carrier
  • Heat-related damage after delivery
  • Items damaged after being received by the customer

Returned Packages

If a package is returned to us due to an incorrect address, refusal, or failure to claim, original shipping charges are non-refundable.

If the order is eligible to be reshipped, the customer is responsible for any additional shipping fees. If the customer does not wish to have the order reshipped, any eligible refund will be issued minus original shipping charges and any non-refundable fees.

Refund Processing

If a refund is approved, it will be issued to the original payment method. Please allow time for your bank or payment provider to process and post the refund.

Cellar & Ash reserves the right to review each issue individually and determine the appropriate resolution based on the details provided.