our policiesPOURED & POLISHED LLC POLICIES
Last Updated: October 15, 2026
At Poured & Polished, every candle is made to order and created specifically for you. Because each piece is individually poured, customized, and prepared by hand, please review the following policies before placing your order.
STORE POLICIES
Order Processing & Shipping
Every Poured & Polished candle is made to order. Candles are poured the week your order is placed and allowed time to cure before shipment.
Our standard shipping rate is $9.95 per order, regardless of order value.
New candle orders are typically delivered within approximately one week, although processing and transit times may vary depending on order volume, destination, and carrier delays. Delivery estimates are not guaranteed.
We currently ship within the United States using available shipping carriers, including USPS and UPS.
Once your order ships, you will receive tracking information at the email address provided during checkout.
If an unexpected delay affects our ability to ship within the promised timeframe, we will contact you with the available options in accordance with applicable law.
Refill orders follow a separate processing schedule, as outlined in our Refill Program Policies.
Custom Orders, Returns & Exchanges
Our candles are made especially for you, including your chosen vessel, fragrance blend, wick, candle name, and other available customizations.
Due to the personalized, made-to-order nature of our candles, all custom candle purchases are final sale. We do not accept returns or exchanges based on fragrance preference, wick selection, custom naming, or a change of mind.
Please review all selections carefully before completing your purchase.
If your candle arrives damaged, defective, or different from what you ordered, please contact us within 3 days of delivery with your order number, a description of the issue, and photographs when available.
We will review each concern and provide an appropriate resolution, which may include a replacement, refund, or other remedy depending on the circumstances.
This policy does not limit any rights or remedies available under applicable law.
Limited Edition Vessels
Limited Edition vessels are available in small quantities and may be one of a kind. Because these pieces are specially sourced, availability and restocks cannot be guaranteed.
Once a Limited Edition vessel sells out, the same style may not become available again.
Minor variations or individual characteristics may be present in certain Limited Edition vessels. Any significant known condition affecting the appearance or intended use of a vessel will be disclosed when appropriate.
Order Cancellations & Changes
Every Poured & Polished candle is made to order. Customers should contact us as soon as possible if they need to cancel or modify an order.
Cancellations and changes may be accommodated before production begins. Once production has started, orders cannot be canceled or modified due to their personalized nature.
If an order is canceled before production begins, a full refund will be issued to the original payment method.
This policy does not affect any cancellation or refund rights required by applicable law.
Damaged, Lost & Missing Packages
We take care in packaging every candle to help ensure it arrives safely.
Damaged Packages: If your order arrives damaged, please contact Poured & Polished within 3 days of delivery. Include your order number, photographs of the damaged product, and photos of the packaging when available. Please retain the original packaging until the issue has been reviewed. Do not burn or otherwise use a damaged candle.
Lost or Delayed Packages: If your shipment is delayed or appears lost in transit, please contact us so we can assist with tracking and initiate a carrier investigation when appropriate. Confirmed lost shipments will be reviewed for a replacement or refund, as applicable.
Packages Marked as Delivered: If tracking shows your package was delivered but you cannot locate it, please check the delivery location, nearby areas, and with household members before contacting us. We will assist with investigating the delivery status and determine an appropriate resolution based on the circumstances.
Incorrect Shipping Information: Customers are responsible for providing accurate shipping information at checkout. If an incorrect or incomplete address causes a shipment to be returned or misdelivered, additional shipping charges may apply for reshipment, subject to applicable law.
Candle Safety & Care
Your candle was freshly poured just for you. For the best fragrance performance, we recommend allowing your candle adequate time to cure before its first burn. Because your candle may spend part of this curing period in processing and transit, additional cure time after delivery may vary.
For the best burning experience, always follow the safety instructions provided with your Poured & Polished candle.
Trim Your Wick: Before each burn, trim both cotton and wooden wicks to approximately ¼ inch.
Burn Time: Burn candles for 2–4 hours at a time, never exceeding 4 hours per session.
First Burn: Allow the wax to melt evenly toward the edges of the vessel whenever possible.
Burn Safely: Always place candles on a stable, heat-resistant surface, away from drafts, flammable materials, children, and pets. Never leave a burning candle unattended.
Keep Wax Clean: Keep the wax pool free of wick trimmings, matches, and other debris.
Know When to Stop: Discontinue use when approximately ½ inch of wax remains at the bottom of the vessel, or sooner if indicated on the candle's warning label.
Vessels may become hot during use. Allow your candle and vessel to cool completely before touching or moving them.
Failure to follow proper candle safety instructions may result in fire, injury, or property damage. Poured & Polished is not responsible for damage caused solely by misuse or failure to follow provided safety instructions, subject to applicable law.
Instructions on individual product warning labels take precedence where different requirements apply.
Contact Us
Questions about your order or our policies are always welcome.
Poured & Polished LLC
Email: pouredandpolished@gmail.com
Website: www.pouredandpolished.com
Please include your order number when contacting us about an existing purchase.
REFILL PROGRAM POLICIES
Refill Program Overview
Poured & Polished offers candle refill services for eligible Poured & Polished vessels and customer-supplied vessels from other sources.
All vessels must be suitable for candle use and are subject to inspection before refilling. Submission of a refill order does not guarantee that a vessel will be accepted.
Refill pricing is based on the vessel's verified refill capacity.
Poured & Polished Vessels: $1.40 per ounce.
Non-Poured & Polished Vessels: $1.75 per ounce.
A prepaid shipping label is included in the refill service. Customers may select their fragrance blend and wick preferences according to the options available through the refill program.
Vessel Inspection & Eligibility
All customer-supplied vessels from outside Poured & Polished must undergo preliminary photo review before shipping. Once the photographs have been reviewed and the vessel has received preliminary approval, a prepaid shipping label will be provided.
All vessels, including those originally purchased from Poured & Polished, are subject to final inspection upon arrival. Preliminary approval does not guarantee that a vessel will be accepted for refilling.
Poured & Polished reserves the right to decline any vessel that is cracked, chipped, damaged, unsuitable for candle use, or otherwise unable to be safely refilled.
If a vessel arrives damaged or does not pass inspection, the customer will be notified and offered the following options:
Full Refund: With the customer's authorization, we will dispose of the vessel and issue a full refund of the refill purchase, including the original shipping cost included in the service.
Return of Vessel: The customer may request their vessel back. The actual return shipping cost will be deducted from the refill refund, with the remaining balance returned to the original payment method.
No vessel will be discarded without the customer's authorization. If return shipping exceeds the refundable amount, we will contact the customer before proceeding.
Damage During the Refill Process
Every vessel is handled with care throughout the cleaning, preparation, and refilling process. However, previously used vessels may have existing wear, hidden weaknesses, or damage that is not visible during the initial inspection.
If a vessel becomes damaged during the refill process, we will notify the customer promptly. If the refill cannot be completed, the customer will receive a refund for the unfulfilled service.
Any additional concerns regarding damage to customer-owned vessels will be reviewed individually, taking into consideration the circumstances and cause of the damage.
Poured & Polished is not responsible for damage resulting solely from preexisting defects or weaknesses, but remains responsible where required by applicable law.
Refill Size & Pricing Adjustments
Customers are responsible for selecting the most accurate refill size when placing their order. All vessel capacities are subject to verification upon arrival.
If the actual capacity differs from the size purchased, Poured & Polished will contact the customer before proceeding with the refill.
If additional payment is required, the customer must approve and complete the payment before production begins.
If the actual capacity is smaller than the size purchased, the price difference will be refunded.
If the customer declines an additional charge, they may cancel the refill and receive a refund for the unfulfilled service. For customer-supplied vessels, applicable return shipping costs will be deducted if the customer requests their vessel back.
Refill Processing & Turnaround
Refill orders typically require approximately 10 business days for processing after the vessel has been received, inspected, and approved. This includes cleaning, preparation, pouring, and curing.
Shipping transit times are additional and are not included in the processing timeframe.
Tracking information will be provided once the completed refill has shipped.
If additional information, payment, or customer approval is required, processing may be delayed until those details are resolved.
If an unexpected delay prevents shipment within the applicable promised timeframe, customers will be provided with the options required by law.
Refill Cancellations & Final Sales
Refill orders may be canceled for a refund before cleaning, preparation, or production begins.
Once the refill process has started, orders cannot be canceled or modified.
Due to the personalized nature of our refill service, completed refills are final sale and cannot be returned or exchanged based on fragrance preference, wick selection, or a change of mind.
If a refill order is canceled before production and we have already received a customer-supplied vessel, the actual return shipping cost will be deducted from the refund if the customer requests their vessel back.
This policy does not limit customers' rights regarding damaged, defective, or incorrectly fulfilled orders.
Unclaimed Vessels & Customer Communication
If additional information, payment, or approval is required to complete a refill, Poured & Polished will contact the customer using the information provided with their order.
Customers have 7 business days to respond. A follow-up reminder may be sent before the response deadline.
If no response is received, we may cancel the refill order and issue any applicable refund in accordance with our cancellation policy.
Customer-owned vessels will not be discarded without authorization. We will make reasonable attempts to arrange their return, with return shipping costs handled according to our refill policies.
Any unclaimed property will be handled in accordance with applicable law.
Packaging & Shipping Customer-Supplied Vessels
Customers are responsible for securely packaging their empty vessels before shipping them to Poured & Polished.
Vessels must be completely cooled and carefully wrapped with adequate cushioning to prevent damage during transit.
Remaining wax does not need to be removed, as cleaning is included in our refill service.
A prepaid shipping label will be provided as part of the refill service. Customers are responsible for using sturdy packaging and ensuring their vessels are properly protected during shipment.
If a vessel arrives damaged, we will notify the customer and follow our Vessel Inspection & Eligibility policy.
Poured & Polished is not responsible for damage caused solely by inadequate customer packaging, subject to applicable law.
PRIVACY POLICY
Last Updated: October 15, 2026
Poured & Polished LLC ("Poured & Polished," "we," "us," or "our") respects your privacy and is committed to being transparent about how your information is collected and used when you visit our website, place an order, request a refill, contact us, or otherwise interact with our business.
Information We Collect
When you visit our website, place an order, request a refill, or contact us, we may collect information that you voluntarily provide, including:
Your name
Email address
Billing and shipping address
Phone number, when provided
Order and purchase information
Candle customization selections
Refill requests and vessel photographs
Approximate vessel dimensions and original order details
Communications you send to us
Marketing preferences
When you make a purchase, payment information is processed through our payment service providers. Poured & Polished does not directly store your complete credit or debit card information.
Our website may also automatically collect certain technical and usage information, such as your browser type, device information, IP address, pages visited, referring website or source, and interactions with our website.
How We Use Your Information
We may use the information we collect to:
Process, fulfill, and ship your orders
Evaluate and fulfill candle refill requests
Determine vessel eligibility and verify refill sizes
Process payments and transactions
Provide order confirmations, shipping updates, and other transactional communications
Respond to questions, requests, or customer service inquiries
Maintain records relating to purchases and transactions
Improve our website, products, and customer experience
Detect or prevent fraudulent or unauthorized transactions
Comply with applicable legal, tax, accounting, and regulatory requirements
Send promotional emails or other marketing communications when you have chosen to receive them
You may unsubscribe from marketing emails at any time by using the unsubscribe link included in those communications.
Refill Program Information
When customers request a candle refill, we may collect additional information, including photographs of their vessels, approximate vessel dimensions, original order details, fragrance preferences, and other information necessary to evaluate and fulfill the refill request.
This information is used to determine vessel eligibility, communicate with customers, process refill orders, and maintain relevant order records.
Payment Processing
Payments made through our website are processed using third-party payment services available through Squarespace and its payment-processing partners.
These providers may collect and process information necessary to complete your transaction, prevent fraud, comply with legal requirements, and provide payment services.
Their handling of your information is subject to their own privacy practices and policies.
Website Hosting and Service Providers
Our website is hosted through Squarespace.
We may also use third-party service providers to help operate our website and business, including services related to payment processing, order fulfillment, shipping, website analytics, email communications, fraud prevention, and customer support.
These service providers may have access to information when necessary to perform services on our behalf or provide their services directly to you.
Cookies and Website Analytics
Our website may use cookies and similar technologies to operate properly, remember preferences, understand how visitors interact with the website, improve website performance, and support certain marketing or commerce features.
Squarespace and other service providers used by our website may also collect information about website visits and interactions.
Depending on your browser or device, you may be able to manage or disable certain cookies through your browser settings. Disabling cookies may affect the functionality of certain parts of the website.
Marketing Communications
If you choose to join our email list or otherwise consent to receive marketing communications, we may use your email address to send information about Poured & Polished products, new releases, limited-edition vessels, promotions, or other business updates.
Purchasing from Poured & Polished does not automatically require you to subscribe to promotional emails.
You may unsubscribe from marketing communications at any time using the unsubscribe option provided in the email.
How We Share Information
We do not sell your personal information.
We may share information with trusted service providers when reasonably necessary to operate our business, fulfill orders, process payments, ship purchases, communicate with customers, maintain our website, prevent fraud, or comply with legal obligations.
We may also disclose information when required by law or when reasonably necessary to protect the rights, property, or safety of Poured & Polished, our customers, or others.
Data Retention
We may retain order, transaction, communication, refill photographs, and other business records for as long as reasonably necessary to operate our business, provide customer service, meet legal or accounting requirements, resolve disputes, and enforce our agreements.
Protecting Your Information
We take reasonable measures to protect the personal information entrusted to us. However, no website, electronic transmission, or method of storing information can be guaranteed to be completely secure.
Children's Privacy
Our website and products are not directed toward children under the age of 13, and we do not knowingly collect personal information from children under 13.
If we become aware that personal information from a child under 13 has been collected without appropriate authorization, we will take reasonable steps to delete it.
Your Privacy Choices
Depending on where you live, you may have certain rights regarding your personal information under applicable privacy laws.
You may contact us to ask questions about personal information you have provided to Poured & Polished or to request that we update or correct information when appropriate.
You may also opt out of promotional email communications at any time using the unsubscribe link included in those messages.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business practices, website, services, or legal requirements.
When changes are made, the updated version will be posted on this page with a revised "Last Updated" date.
Contact Us
If you have questions about this Privacy Policy or how Poured & Polished handles your information, please contact us.
Poured & Polished LLC
Email: pouredandpolished@gmail.com
Website: www.pouredandpolished.com
TERMS OF SERVICE
Last Updated: October 15, 2026
Welcome to Poured & Polished. These Terms of Service ("Terms") govern your use of the Poured & Polished website and your purchase of products or services from Poured & Polished LLC ("Poured & Polished," "we," "us," or "our").
By accessing our website, placing an order, or purchasing our products or services, you agree to these Terms. Please review them carefully before completing a purchase.
Our Products & Services
Poured & Polished creates made-to-order candles that allow customers to select from available vessels, fragrances, wick options, and other customization choices.
We also offer candle refill services for eligible vessels, subject to our Refill Program Policies.
Because our candles are individually made and hand-poured, minor variations in appearance, color, wax finish, fragrance, or other characteristics may occur. These natural variations do not necessarily indicate defects.
Product availability, vessel styles, fragrance options, pricing, and customization choices may change at any time.
Custom Candle Orders
Customers are responsible for carefully reviewing all customization selections before submitting an order, including vessel, fragrance blend, wick selection, blend name, and any other available options.
Because custom candles are made specifically according to the selections submitted with an order, custom candle purchases are final sale except where otherwise required by law or addressed in our Policies.
Once production has begun, orders cannot be canceled or modified except as required by applicable law.
Custom Candle Names & Personalization
Customers are responsible for the names and personalized text submitted with their orders.
Poured & Polished reserves the right to decline or request changes to any personalization containing hateful, discriminatory, threatening, obscene, or unlawful content, or content that infringes upon the rights of others.
If a submitted name cannot be accepted, we will contact the customer to request an alternative.
If an acceptable alternative cannot be agreed upon before production begins, the order may be canceled and refunded.
Handmade Product Variations
Every Poured & Polished candle is individually hand-poured.
Minor variations in wax appearance, color, finish, and fragrance experience may occur between candles. These natural differences are part of the handmade process and do not necessarily indicate a product defect.
We make every effort to represent our products accurately through photographs and descriptions. However, vessel colors and finishes may appear slightly different depending on lighting and screen settings.
These provisions do not affect customers' rights regarding defective, damaged, or incorrectly fulfilled products.
Limited Edition Vessels
Some vessels offered by Poured & Polished are designated as Limited Edition and may be available only in very small quantities or as one-of-a-kind pieces.
Limited Edition vessels are specially sourced, and availability or future restocking is not guaranteed.
Minor variations or characteristics may be present in certain Limited Edition vessels due to their individual nature.
Any significant known condition affecting the appearance or intended use of a vessel will be disclosed when appropriate.
Product Availability
All products are subject to availability.
Adding a product to your cart does not guarantee availability until your order has been successfully completed and confirmed.
In the uncommon event that an item becomes unavailable after an order is submitted, we may contact you to offer an appropriate alternative, modification, or refund for the affected item.
Pricing and Payment
Prices are displayed in U.S. dollars unless otherwise stated.
We reserve the right to change product prices, customization charges, shipping costs, promotions, or other pricing at any time.
Any changes will apply to future purchases and will not alter the price of an order that has already been successfully completed, except for refill size adjustments approved by the customer.
Applicable taxes, shipping charges, and other costs will be displayed during checkout when required.
Payment must be successfully authorized before an order can be processed.
Orders
We reserve the right to refuse, limit, or cancel an order when reasonably necessary, including in cases of suspected fraud, unauthorized payment activity, pricing or inventory errors, misuse of our website, or other circumstances that prevent us from fulfilling an order as intended.
If we cancel an order after payment has been successfully collected, the appropriate amount will be refunded to the original payment method.
Shipping and Fulfillment
Orders are prepared and shipped according to the processing and shipping information provided in our Store Policies and Refill Program Policies.
Shipping times provided by third-party carriers are estimates and may be affected by circumstances outside the control of Poured & Polished.
Customers are responsible for providing complete and accurate shipping information when placing an order.
Please review our Policies for additional information regarding processing times, shipping, damaged orders, and missing or delayed packages.
Returns, Exchanges, and Cancellations
Because Poured & Polished candles are made to order and may contain customer-selected customizations, custom candle sales are final.
Returns, exchanges, cancellations, damaged products, incorrect orders, and refill services are handled according to the terms described in our Store Policies and Refill Program Policies.
Nothing in these Terms is intended to limit any rights or remedies that cannot legally be limited under applicable law.
Refill Services & Customer-Owned Vessels
Customers who submit vessels for refilling acknowledge that previously used vessels may contain wear, damage, or hidden weaknesses that are not immediately visible.
All refill vessels are subject to inspection and approval before production.
Non-Poured & Polished vessels must receive preliminary photo approval before a prepaid shipping label is provided. Final acceptance is determined after physical inspection.
Poured & Polished may decline vessels that are unsuitable for candle use or cannot be safely refilled.
Customers are responsible for accurately describing their vessels, selecting the appropriate refill size, and securely packaging customer-supplied vessels for shipment.
Refill eligibility, pricing adjustments, shipping arrangements, processing times, cancellations, and damage concerns are governed by our Refill Program Policies.
Nothing in these Terms excludes responsibility or limits customer rights where prohibited by applicable law.
Candle Use and Safety
Candles contain an open flame and must always be used responsibly.
Customers are responsible for following the candle care and safety instructions provided by Poured & Polished, including instructions provided on our website, packaging, product materials, or accompanying documentation.
Never leave a burning candle unattended. Keep candles away from children, pets, drafts, and flammable materials, and always burn candles on an appropriate heat-resistant surface.
Failure to follow proper candle care and safety instructions may increase the risk of property damage, fire, or personal injury.
Please review the Candle Safety & Care section of our Store Policies before using your candle.
Fragrance Experience
Fragrance perception and preference vary from person to person.
Descriptions of fragrance notes, scent profiles, strength, or suggested pairings are provided to help customers make selections but cannot guarantee an individual's experience or preference.
Because customers choose their own fragrance selections and blends when creating custom candles, dissatisfaction based solely on personal fragrance preference does not qualify a custom product for return or exchange.
The final fragrance experience may vary depending on the selected blend, candle size, environment, and burning conditions.
Product Images and Website Information
We make reasonable efforts to display our products and vessels as accurately as possible.
However, colors and other visual details may appear differently depending on lighting, photography, screen settings, device displays, and the individual characteristics of a product.
Product descriptions, photographs, dimensions, burn-time estimates, fragrance descriptions, and other website information are provided in good faith. Minor differences may occur in handmade products.
Intellectual Property
The content of the Poured & Polished website, including our business name, branding, original text, product descriptions, photographs, graphics, designs, and other original content, is owned by or licensed to Poured & Polished LLC unless otherwise stated.
Our content may not be copied, reproduced, distributed, republished, or used for commercial purposes without prior written permission, except as permitted by applicable law.
Acceptable Use
You agree not to misuse our website or use it for unlawful, fraudulent, harmful, or unauthorized purposes.
You may not attempt to interfere with the operation or security of the website, gain unauthorized access to systems or information, submit fraudulent orders, or use our website in a manner that infringes upon the rights of Poured & Polished or others.
Third-Party Services
Our website may rely on third-party services to provide functionality such as website hosting, payment processing, shipping, analytics, and other business operations.
Your use of certain third-party services may also be subject to the terms and policies of those providers.
Poured & Polished is not responsible for third-party websites, platforms, or services that we do not own or control.
Disclaimer
We make reasonable efforts to provide accurate information and quality products.
However, to the extent permitted by applicable law, our website and its content are provided without warranties beyond those that cannot legally be excluded.
Nothing in these Terms excludes warranties, rights, or protections that apply to you under applicable law.
Limitation of Liability
To the fullest extent permitted by applicable law, Poured & Polished LLC will not be liable for indirect, incidental, special, or consequential losses arising from the use of our website or products.
Customers are responsible for using candles according to the safety instructions provided.
Nothing in these Terms is intended to exclude or limit liability where doing so would be prohibited by applicable law.
Privacy
Your use of our website is also subject to our Privacy Policy, which explains how information may be collected, used, and shared when you interact with Poured & Polished.
Changes to These Terms
We may update these Terms from time to time to reflect changes to our products, services, website, business practices, or legal requirements.
Updates will be posted on this page with a revised "Last Updated" date.
Your continued use of our website after updated Terms are posted constitutes acceptance of the revised Terms to the extent permitted by applicable law.
Governing Law
These Terms are governed by the laws applicable to Poured & Polished LLC in the State of North Carolina, without regard to conflict-of-law principles, except where applicable consumer protection laws provide otherwise.
Contact Us
If you have questions about these Terms, your order, or Poured & Polished products, please contact us.
Poured & Polished LLC
Email: pouredandpolished@gmail.com
Website: www.pouredandpolished.com