Refund policy
Return & Refund Policy
Effective Date: July 5, 2026
At 2312 & Company, every product is thoughtfully handcrafted and carefully inspected before it leaves our studio. We want you to love every purchase, and we’re committed to providing a shopping experience that reflects the same care and quality that goes into each product we create.
If something isn’t right, we’re here to help.
Returns
We gladly accept returns on unused, unopened, and unburned products within 30 days of the delivery date.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned in its original packaging whenever possible.
- Include proof of purchase or your order number.
To begin a return, please contact us at:
Please do not send items back without first contacting us for return instructions.
Non-Returnable Items
Because many of our products are handcrafted and intended for personal use, we cannot accept returns on:
- Burned or used candles
- Used room sprays
- Used wax melts or wax crumbles
- Personalized or custom products
- Gift cards
- Clearance or Final Sale items
- Products damaged through improper use or failure to follow Candle Care instructions
Damaged or Incorrect Orders
We carefully inspect every order before shipment. If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.
Email us at:
Please include:
- Your order number
- Photos of the damaged product(s)
- Photos of the shipping box
- Photos of the packaging materials
Once reviewed, we’ll gladly replace the damaged item or provide another appropriate resolution.
Refunds
Once your return is received and inspected, we’ll notify you of the status of your refund.
If approved, your refund will be issued to your original payment method.
Please allow 5–10 business days for your financial institution to process and post your refund after it has been issued.
Original shipping charges are non-refundable unless the return is the result of our error or a damaged product.
Exchanges
At this time, we do not offer direct exchanges.
If you would like a different fragrance or product, we recommend placing a new order after your approved return has been processed.
Order Cancellations
Because many of our products are prepared and packaged shortly after your order is placed, we cannot guarantee cancellation requests.
If you need to cancel an order, please contact us as soon as possible. If your order has not yet entered processing or shipped, we’ll do our best to accommodate your request.
Lost or Stolen Packages
Once your order has been transferred to the shipping carrier, delivery is outside of our control.
If your tracking indicates that your package has been delivered but you cannot locate it, we recommend:
- Checking around your property
- Asking household members or neighbors
- Contacting the shipping carrier directly
If you still need assistance, please contact us and we’ll do our best to help.
Contact Us
If you have any questions about returns or refunds, we’d love to hear from you.
2312 & Company
Email: 2312andcompany@gmail.com
Response Time: 1–3 Business Days
A Note From Our Studio
The 2312 Promise
We believe every package should arrive ready to brighten your home. If something isn’t right, please let us know. While our products are handcrafted in small batches and certain limitations apply, we’ll always treat you with fairness, respect, and the same care that went into creating your order.
Every order is more than a shipment—it represents our gratitude for your support of our family-owned business.
Your trust is important to us, and we’re committed to making every experience with 2312 & Company one that’s rooted in care, quality, and kindness.
Thank you for allowing 2312 & Company to be part of your home.
Be the Light.
Because even the smallest light can brighten the darkest room.