Refund policy

OVERVIEW

Backbone Craft Company, LLC (“Backbone,” “we,” “us,” or “our”) stands behind the quality of our products. Because many of our items are handmade, small-batch, and fragrance-based, returns are subject to the terms outlined below.

This policy applies to all purchases made through our website and is intended to be read in conjunction with our Terms of Service.

RETURN WINDOW

We offer a 30-day return window starting from the date your order is delivered.

Return requests submitted after 30 days will not be approved.

HOW TO START A RETURN

All returns must be initiated through our return portal located in your customer profile.

Returns initiated outside of the portal or sent without authorization may be refused.

ELIGIBILITY FOR RETURNS

To be eligible for a return, items must be:

• Unused and unburned

• In original condition

• In original packaging

• Free from damage, excessive handling, or alteration

We reserve the right to deny returns that do not meet these criteria.

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

• Used or burned candles

• Opened or used wax melts

• Items damaged due to misuse, improper care, or failure to follow safety instructions

• Clearance, final sale, or promotional items (if marked as such)

• Gift cards

FRAGRANCE & SCENT DISCLAIMER

Scent strength and fragrance preference are subjective and vary by individual. As such, the following are not considered defects and are not grounds for a return or refund:

• Fragrance preference

• Perceived scent strength

• Expectations of throw (hot or cold)

We strongly encourage customers to review scent descriptions carefully and understand that fragrance perception differs from person to person.

COURTESY REPLACEMENTS

At our sole discretion, we may offer one (1) courtesy replacement per customer for qualifying issues.

Courtesy replacements are not guaranteed, are evaluated case-by-case, and do not establish precedent for future claims.

DAMAGED OR INCORRECT ORDERS

If your order arrives damaged or incorrect, please submit a return request through the return portal within 7 days of delivery and include clear photos of:

• The product

• The packaging

• The shipping box (if applicable)

We will evaluate the issue and determine an appropriate resolution, which may include replacement or refund.

REFUNDS

If your return is approved:

• Refunds will be issued to the original payment method

• Original shipping charges are non-refundable

• Refund processing times vary by payment provider

Once a refund is issued, it may take several business days to appear on your statement.

SHIPPING COSTS

Return shipping costs are the responsibility of the customer unless the return is due to a confirmed error or damage caused by us or the carrier. Customers are responsible for selecting their own carrier and obtaining their own return shipping label.

We are not responsible for lost or damaged return shipments. We strongly recommend using a trackable shipping method and retaining your receipt until your return is processed.

REFUSED OR UNAUTHORIZED RETURNS

Returns that are sent without approval, submitted outside the return window, or not in original condition may be refused or returned to the sender at the customer’s expense.

CHARGEBACK & DISPUTE NOTICE

Before initiating any chargeback, payment reversal, or billing dispute with your bank or payment provider, you are required to contact us directly at support@backbonecraftco.com and allow a minimum of five (5) business days for resolution.

All purchases made through our store will appear on your bank or credit card statement as “SP BackboneCraftCo-425.” By completing your purchase, you acknowledge that you recognize this billing descriptor. If you do not recognize a charge, please contact us before filing a dispute.

Chargebacks filed without first contacting us, or for reasons inconsistent with this policy (including fragrance preference or buyer’s remorse), will be disputed and all available purchase evidence submitted to our payment processor. Please refer to the Chargebacks & Payment Disputes section of our Terms of Service for full details.

U.S.-ONLY SALES

We currently sell and ship within the United States only. This policy applies exclusively to U.S. orders.

FINAL AUTHORITY

All return, refund, and replacement decisions are made at the sole discretion of Backbone Craft Company, LLC in accordance with this policy and our Terms of Service.