Refund policy
Ecphory Return & Refund Policy
At Ecphory, every candle and fragrance product is hand-poured and crafted with care. Because of the nature of our products, we handle returns a little differently than typical retail — here's how it works:
Damaged or Defective Items
If your order arrives damaged or defective, contact us within 7 days of delivery at returns@ecphoryfragrance.com with your order number and a photo of the item. We'll send a replacement or issue a full refund, your choice — no need to return the damaged item.
Wrong Item Received
If we made an error and sent the wrong product, let us know within 7 days and we'll cover return shipping and send the correct item right away.
Change of Mind / Unused Items
We accept returns on unopened, unused items within 14 days of delivery. Because our products are handmade in small batches, items must be unopened and in original condition to qualify. Return shipping costs for change-of-mind returns are the customer's responsibility. Contact returns@ecphoryfragrance.com to start a return.
Non-Returnable Items
- Used or burned candles
- Opened room sprays or soaps
- Custom or personalized orders
- Sale or clearance items
Refunds
Approved refunds are issued to your original payment method within 5–10 business days once we receive and inspect the returned item. Shipping costs are non-refundable unless the return is due to our error.
How to Start a Return
Email returns@ecphoryfragrance.com with your order number and reason for the return. We'll respond within 1–2 business days with next steps.