Returns & Refunds

Glass vessels and bottles sometimes do not survive a courier, however well they are packed. When that happens it is our problem, not yours.

Email hello@auroracandleworks.com within 14 days of delivery with a photograph of the damage and your order number. We will replace the item or refund it in full — including the shipping you paid — whichever you prefer. You choose; we do not.

You will not be asked to send a broken item back. Please keep it and its packaging until we have replied, because the courier occasionally asks to see how it was packed, but once we have answered you can dispose of it. Take care with broken glass, and wrap it before it goes in the trash.

The same applies to a candle that arrives with its wax melted out of shape by heat in transit, and to a diffuser or room mist that has leaked.

Replacements ship within two business days of us confirming, on the same service you originally paid for. If an item from a gift set arrives broken we replace that item, not the whole set.

Any unburned, unused item can be returned within 30 days of delivery, for any reason or none. It needs to be back in its original packaging. A candle that has been lit, or a reed diffuser or room mist that has been opened, cannot be resold and cannot be returned for a change of mind.

Email hello@auroracandleworks.com with your order number. We authorise the return and send you a prepaid shipping label by email. There is nothing to arrange yourself, nothing to pay, and no restocking fee.

Email us first either way. Our postal address is 21070 Gertrude Avenue, Port Charlotte, FL 33952, and you are welcome to write to us there. A parcel sent without an authorised label travels at your own cost and may not reach the right desk — and room mist, diffusers and matches must travel by ground — so the label is both free and the right way to send them.

Every candle is poured by hand, and each product page states exactly where one differs from the next: frosting on soy wax, wet spots where the wax has pulled from the glass, a slightly uneven top, the natural colour range of beeswax, small differences in the tint of the glass. We publish that detail before you buy precisely so that what arrives is what you expected.

Variation of the kind described on the product page is not damage and is not grounds for a defect claim, though it is still covered by the ordinary 30-day return above while the item is unburned.

A candle that will not burn as its page describes — a wick that will not stay lit when trimmed correctly, a flame that will not settle, a melt pool that will not form — is a defect even after it has been lit. Email us; we will help you troubleshoot, and if it is faulty we replace or refund it.

Refunds are issued to the card that paid. We cannot refund to a different card, to a bank account, or as store credit unless you ask for credit specifically.

We process the refund within 5 business days of a return reaching us, or within 2 business days of agreeing a breakage or defect claim. Card networks then take a further 3 to 10 days to post it to your statement — that part is outside our control and varies by issuer.

The original charge and the refund will both show as AURORA on your statement.

If you do not recognise a charge, please email hello@auroracandleworks.com or call (941) 218-8273 before disputing it with your bank. We can almost always identify the order within an hour during opening hours, and a dispute costs you far more time than a phone call does.

Orders can be cancelled for a full refund at any point before they are dispatched. We pack once a day on business days, so in practice that means the same working day you ordered.

Once an order has been dispatched it becomes a return, on the terms above.