Refund and Returns Policy

At Secret Ember co, your satisfaction is our top priority. We want you to love every candle you purchase. If for any reason you’re not completely satisfied with your order, we’re here to help make it right.

1. Return Window

You may request a return within 7 days of receiving your order. Returns requested after this period cannot be accepted.

To be eligible for a return, your item must meet the following conditions:

  • Unused and unburned – Candles must not have been lit or used
  • Original packaging – Items must be in their original packaging with all tags and labels intact
  • Resaleable condition – Products must be in perfect, resaleable condition
  • Proof of purchase – You must provide your order number or receipt

Please note: We cannot accept returns on candles that have been burned, used, or are missing their original packaging.

  • Candles that have been lit or burned
  • Items damaged due to misuse or mishandling by the customer
  • Products purchased from third-party retailers (please contact the retailer directly)
  • Sale or clearance items (unless defective)

If you receive a damaged or defective product, please contact us immediately with:

  • Your order number
  • Photos of the damaged item
  • Photos of the packaging

We will provide a full refund or replacement at no additional cost to you. Your satisfaction matters to us, and we’ll resolve the issue quickly.

Step 1: Contact our customer service team via:

Step 2: Provide your order number and reason for return

Step 3: Our team will review your request and provide return instructions

Step 4: Pack the item securely in its original packaging

Step 5: Ship the item back to the address provided by our team

Step 6: Once we receive and inspect the returned item, we’ll process your refund

  • Inspection: Returns are inspected within 2-3 business days of receipt
  • Approval: Once approved, refunds are processed within 5-7 business days
  • Refund Method: Refunds will be issued to your original payment method
  • Bank Processing: Please allow your bank 3-5 additional business days to credit your account

Shipping charges are non-refundable unless the return is due to our error or a defective product.

  • Customer responsibility: If you’re returning an item due to change of mind, you are responsible for return shipping costs
  • Our responsibility: If the item is damaged, defective, or we sent the wrong product, we will cover all return shipping costs

We currently do not offer direct exchanges. If you’d like a different product, please:

  1. Return your original item for a refund
  2. Place a new order for the item you prefer

You may cancel your order before it ships by contacting us immediately. Once an order has been shipped, it cannot be cancelled but can be returned following our return policy.

If you have any questions about our Refund and Returns Policy, please don’t hesitate to reach out:

📧 Email: customercare@secretember.com
📱 WhatsApp & 📞 Phone : +92-3097766602
🕐 Business Hours: 9am to 5pm , Monday to Friday

This policy was last updated on 26th January 2026. Secret Ember reserves the right to update this policy at any time. Please check this page regularly for any changes.