Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at founder@solaceandsmoke.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at founder@solaceandsmoke.com.


Damages and issues 
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions & Non-Returnable Items

Because each Solace & Smoke piece is handcrafted in small batches, some items are not eligible for return. These include:

  • Custom or made-to-order items (including personalised vessels or special requests)

  • Used candles or items that have been lit/burned

  • Jesmonite vessels or homewares that show signs of use

  • Personal care items

  • Hazardous or flammable goods (such as candle products that have been opened or altered)

If you're unsure whether your item qualifies, please contact us — we're always happy to help.

Please note: Sale items and gift cards are final sale and cannot be returned.


Exchanges

If you’d like to exchange an item, the quickest way is to submit a return for the product you have. Once your return is approved and processed, you can place a new order for the item you’d prefer.
This ensures you receive your replacement as soon as possible and helps us maintain accurate stock levels.

If you need guidance on choosing a different scent or vessel, we’re always here to assist.

 

Refunds

Once your return has been received and inspected, we’ll notify you of the approval status.
If your refund is approved, it will be issued to your original payment method within 10 business days. Please note that banks and payment providers may take additional time to process and release the funds.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at founder@solaceandsmoke.com so we can assist further.