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Terms & Conditions
Effective Date: September 16, 2026
Welcome to HisNHerFlames. Our products are handmade, individually prepared, inspected, packaged, and shipped with care. Because of the personal and handmade nature of our products, we have established the following Terms & Conditions to protect both our customers and our small business.
By placing an order with HisNHerFlames, you acknowledge and agree to the terms below.
1. Handmade & Final Sale Policy
All HisNHerFlames products are handmade and prepared individually. Because of the time, materials, customization, and personal craftsmanship involved in producing each order, all sales are considered FINAL.
We do not accept returns or exchanges for reasons including, but not limited to:
Return shipping will not be accepted or reimbursed. Please carefully review your order before completing your purchase.
2. Damaged or Broken Packages
Although every order is individually inspected and packaged through our internal quality-control process, packages may occasionally be damaged during transportation by a third-party carrier.
Before shipment, we make reasonable efforts to ensure that products are properly inspected, protected, packaged, and documented.
If your package or product arrives damaged or broken, you must contact us within 3 business days of the carrier’s recorded delivery date.
To allow us to properly investigate the issue, customers must provide:
Please do not discard the damaged product, packaging, shipping box, labels, or other materials until the claim has been reviewed and resolved.
Failure to provide sufficient documentation within the required timeframe may result in the claim being denied.
3. Quality Control Review
Every reported damage claim is subject to review by the HisNHerFlames Quality Control team.
After reviewing the information and documentation provided, we will determine whether sufficient evidence exists to support a replacement claim.
If our Quality Control review determines that a replacement is appropriate, HisNHerFlames may offer a replacement product, subject to product availability.
Replacement approval is not automatic and is determined on a case-by-case basis.
4. Replacement Shipping
If a replacement is approved, the customer may be responsible for applicable shipping costs associated with sending the replacement.
Unless otherwise determined by HisNHerFlames, the cost of replacement merchandise may be covered by us, while shipping costs remain the responsibility of the customer.
Replacement products may be identical or reasonably comparable depending on product availability.
We reserve the right to determine the appropriate resolution for each approved claim.
5. Refunds
Because all sales are final, refunds are generally not available.
A refund may only be considered in limited circumstances, including situations in which HisNHerFlames determines that a replacement is not reasonably possible or appropriate.
Any refund request must comply with the damage-reporting requirements described above.
Submitting a refund request does not guarantee that a refund will be issued.
HisNHerFlames reserves the right to approve or deny any request for a refund, replacement, or other resolution based upon the circumstances and documentation provided.
6. Shipping & Tracking
Orders are shipped using third-party shipping carriers. Tracking information will be provided when available and may be used to monitor the status and delivery of an order.
Once an order has been transferred to the shipping carrier, delivery times and carrier handling are outside of our direct control.
Customers are responsible for monitoring their tracking information and ensuring that the shipping address provided at checkout is accurate.
HisNHerFlames is not responsible for delays, misdeliveries, loss, or damage caused by a shipping carrier, although we will make reasonable efforts to assist customers in investigating documented shipping issues.
7. Candle Safety & Product Use
Candles and other flame-producing products require responsible use and supervision.
Customers are responsible for reading and following all safety instructions provided with their products.
Never leave a burning candle unattended. Keep candles away from children, pets, flammable materials, drafts, and other hazards. Use candles only as directed.
HisNHerFlames is not responsible for damage, injury, fire, or other loss resulting from improper use, misuse, modification, failure to follow safety instructions, unattended burning, or use contrary to the product’s intended purpose.
Nothing in these Terms & Conditions is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law.
8. Local Southern California First-Time Customer Promotion
First-time local customers within the qualifying Southern California service region may receive free shipping on one order totaling $75 or less, subject to eligibility and availability.
This promotion:
HisNHerFlames reserves the right to verify eligibility and to modify, restrict, or discontinue this promotion at any time.
9. Order Approval & Cancellation
HisNHerFlames reserves the right to approve, decline, or cancel an order when reasonably necessary, including circumstances involving product availability, pricing errors, suspected fraudulent activity, shipping limitations, or other legitimate business considerations.
If an order is canceled by HisNHerFlames before shipment, the customer will be notified and any applicable refund will be handled accordingly.
10. Customer Responsibility
Customers are responsible for:
11. Agreement to These Terms
By completing a purchase through HisNHerFlames, you acknowledge that you have reviewed and agreed to these Terms & Conditions, including our Final Sale Policy, Damage Claim Policy, Shipping Policy, and Product Safety Requirements.
If you have questions regarding these Terms & Conditions before placing an order, please contact HisNHerFlames before completing your purchase.
Thank you for supporting a small handmade business.