Last Updated: September 11, 2026

At expeRHEEnce, a Candle Bar®, every candle and every expeRHEEnce is created with intention. We want you to feel confident when booking an expeRHEEnce or purchasing from us, so we've made our refund, cancellation, return, exchange, and rescheduling policies as clear as possible.

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Because our candle-making expeRHEEnces are personalized, reservations require dedicated space and staffing, and many of our products are handcrafted or made specifically for you, different policies apply to Wax On Tap, Private Pour Suites, Book the Bar – Full Pour Experience, custom candles, private events, and retail merchandise.

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By completing a reservation or purchase, you acknowledge and agree to the applicable policies below.

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1. CANDLE-MAKING EXPERIENCES

Wax On Tap

Wax On Tap is our casual, come-as-you-are candle-making expeRHEEnce. Reservations are encouraged, and walk-ins are welcome as space allows.

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Guests may reserve 1–4 seats in advance with a $10 per person non-refundable reservation payment.

The reservation payment:

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• Reserves the selected seat(s) and scheduled time;

• Is applied toward each guest's final Wax On Tap purchase upon arrival; and

• Is not an additional fee.

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Candle-making expeRHEEnces currently start at $38 per person. Guests select their vessel and complete the remaining balance of their Wax On Tap purchase at the candle bar.

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Wax On Tap reservation payments are non-refundable.

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Reservations may be rescheduled up to 2 hours before the scheduled session, subject to availability.

Failure to arrive for a scheduled reservation without timely rescheduling will result in forfeiture of the reservation payment.

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Once a candle-making expeRHEEnce has begun and materials have been selected, prepared, poured, blended, or otherwise used, the purchase is final and non-refundable.

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Walk-in guests are accommodated based on available seating and studio capacity and are not guaranteed immediate availability.

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2. PRIVATE POUR SUITES

Private Pour Suites are reserved exclusively for your party and require payment in full at the time of booking.

Because the selected suite, date, and time are removed from public availability specifically for your party, Private Pour payments are non-refundable.

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Private Pour Rescheduling

A Private Pour reservation may be transferred to a new date one time when the request is received at least 72 hours before the scheduled reservation, subject to availability and approval by expeRHEEnce.

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An approved transfer:

• Must be applied to a future Private Pour reservation;

• Is subject to available dates, times, and suites;

• Does not have a cash value; and

• Does not entitle the guest to a refund.

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Any difference in price resulting from a change in guest count, suite, service, product selection, or other booking terms will be due according to the terms of the rescheduled reservation.

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Requests received fewer than 72 hours before the scheduled reservation may not be eligible for transfer or rescheduling.

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No-shows are not eligible for refunds, credits, or transfers.

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Late arrivals do not extend the reserved session time and are not eligible for refunds or price adjustments.

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3. BOOK THE BAR – FULL POUR EXPERIENCE

Book the Bar – Full Pour Experience is a private, three-hour candle-making expeRHEEnce designed for groups of 10–20 guests.

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Pricing currently begins at $65 per person, based on the applicable candle-making selections, final guaranteed headcount, upgrades, add-ons, service charges, overtime, or other agreed event selections.

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Booking Payment

A 50% non-refundable booking payment is required at the time of booking to secure the requested date and time.

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The initial payment:

• Secures your selected event date and time;

• Removes the applicable space and staffing from public availability;

• Is applied toward your total event balance; and

• Is not an additional fee.

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A reservation is not considered confirmed until the required booking payment has been successfully received and the booking has been accepted by expeRHEEnce.

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Final Headcount & Remaining Balance

The final guaranteed guest count is due no later than five (5) days before the scheduled event.

The remaining event balance is also due five (5) days before the scheduled event.

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Final pricing will be based on the final guaranteed headcount or the 10-person minimum, whichever is greater, together with any applicable upgrades, add-ons, service charges, overtime charges, or other agreed event costs.

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Once the final guaranteed headcount has been submitted:

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• The guest count may not be reduced for purposes of receiving a refund, credit, or price adjustment;

• Guests who do not attend remain included in the final guaranteed headcount;

• Refunds or credits will not be issued for absent guests; and

• Requests to add guests are subject to the 20-person maximum, availability, staffing, and approval by expeRHEEnce.

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Any approved additional guests or charges must be paid according to the payment instructions provided by expeRHEEnce.

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Failure to pay the remaining balance when due may result in cancellation of the reservation and forfeiture of amounts previously paid.

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Book the Bar Cancellations & Transfers

All Book the Bar booking payments and event payments are non-refundable.

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We understand that plans can change. A confirmed Book the Bar reservation may be eligible for a one-time transfer to another available date, provided the request is made within the timeframe required by the applicable booking agreement and is approved by expeRHEEnce.

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Transfers are:

• Subject to availability;

• Limited to one transfer per reservation;

• Subject to the pricing, availability, staffing, and other conditions applicable to the new date; and

• Not redeemable for cash.

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Approval of a transfer is not guaranteed.

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Once a reservation has already been transferred, subsequent cancellation or rescheduling requests may result in forfeiture of all amounts paid.

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A cancellation, failure to appear, or failure to timely complete required event payments does not create a right to a refund.

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4. BOOK THE BAR EVENT TIME & OVERTIME

Book the Bar includes a reserved three-hour event block.

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Your contracted start and end times are part of the reservation. Late arrival by the organizer or guests does not extend the scheduled event end time.

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If an event exceeds its contracted reservation period, overtime charges may apply at the rate stated in the applicable booking agreement, invoice, or event confirmation.

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Payment of or willingness to pay an overtime charge does not guarantee an extension.

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All overtime must be approved by expeRHEEnce and is subject to:

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• Staff availability;

• Building availability;

• Operating hours;

• Subsequent reservations or events; and

• Other operational considerations.

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expeRHEEnce reserves the right to conclude an event at its contracted end time when an extension cannot reasonably be accommodated.

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5. SERVICE CHARGES & EVENT ADD-ONS

Book the Bar and certain private events may include an applicable service charge, which supports the Scentologists and staff assigned to service the private event.

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Any applicable service charge will be disclosed as part of the booking, invoice, proposal, or event agreement.

Optional event enhancements may include available offerings such as display-wall experiences, beverage presentations, gifts, desserts, CharcuteRHEE offerings, décor-related enhancements, or other available add-ons.

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Add-ons:

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• Are subject to availability;

• May require advance selection and payment;

• May have minimum guest requirements;

• May be provided directly by expeRHEEnce or an approved third party; and

• Become non-refundable once materials, products, food, staffing, rentals, or other resources have been purchased, prepared, reserved, or committed specifically for the event.

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Specific add-on terms provided in an event agreement, proposal, or invoice will control when applicable.

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6. FINAL GUEST COUNTS

Where a final guest count is required, the applicable deadline will be stated in the booking terms for the selected expeRHEEnce.

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For Book the Bar – Full Pour Experience, the final guaranteed headcount is due five (5) days before the event.

Once a final guaranteed count is confirmed, pricing is based on that count or the applicable booking minimum, whichever is greater.

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If fewer guests attend than the final guaranteed count, refunds, credits, or price adjustments will not be issued for absent guests.

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Requests to add guests after the final count are subject to capacity, staffing, availability, and approval by expeRHEEnce.

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Additional charges may apply and must be paid according to the terms of the reservation.

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7. LATE ARRIVALS & NO-SHOWS

We recommend arriving approximately 15 minutes before your scheduled expeRHEEnce when applicable so your party can check in and begin on time.

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Wax On Tap reservations, Private Pour Suites, Book the Bar, and other scheduled expeRHEEnces operate within designated reservation periods.

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Late arrivals may result in a shortened expeRHEEnce.

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Late arrival does not extend the scheduled end time.

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Guests who arrive too late to reasonably participate may need to forfeit their reservation.

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Late arrivals and no-shows are not eligible for refunds or credits.

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If you believe you will be late, please contact us as soon as possible. We will make a reasonable effort to accommodate you when our schedule allows, but accommodations cannot be guaranteed.

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8. CANCELLATIONS BY expeRHEEnce

In the unlikely event that expeRHEEnce must cancel your scheduled expeRHEEnce or private event and we are unable to reasonably provide the contracted service, you may be offered, as appropriate:

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• Rescheduling;

• An expeRHEEnce credit; or

• A refund of the applicable amount paid for the service cancelled by expeRHEEnce.

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Approved refunds will generally be returned to the original payment method.

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Please allow approximately 5–10 business days after a refund is issued for your financial institution to process and post the funds.

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9. WEATHER & EMERGENCY CLOSURES

Reservations and events generally proceed as scheduled during anticipated weather conditions.

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If expeRHEEnce must close because of severe weather, an emergency, government directive, utility interruption, building condition, or another circumstance that prevents us from safely operating, affected reservations will generally be eligible for rescheduling or an expeRHEEnce credit.

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A weather forecast, travel concern, or change in a guest's personal circumstances does not automatically qualify a reservation for cancellation, refund, or credit.

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When safety or circumstances require expeRHEEnce to cancel an event entirely, we will communicate available options to the affected reservation holder.

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10. CUSTOM-POURED CANDLES

Your Scent. Your Creation. Uniquely Yours.

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Candles created during Wax On Tap, Private Pour, Book the Bar – Full Pour Experience, Scented Sessions, private events, mobile expeRHEEnces, or other candle-making expeRHEEnces are personalized products and are final sale.

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Because you select your vessel and create your individual fragrance blend, custom-poured candles cannot be returned or exchanged because of:

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• Fragrance preference;

• Change of mind;

• Vessel selection;

• Fragrance combination; or

• Personal preference after the candle has been created.

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If you believe there is a workmanship or product-quality issue with your custom candle, please contact us so we can review the issue.

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11. CANDLE COOLING, PICKUP & SHIPPING AFTER AN EXPERIENCE

Freshly poured candles require time to cool, set, and receive any necessary finishing before they can be safely released.

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Candles generally require approximately two hours after pouring before pickup. Depending on the timing and size of an event, candles may not be available to take home immediately when the expeRHEEnce ends.

This is particularly important for Book the Bar, private events, and larger groups.

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Guests or event organizers may be required to:

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• Return for pickup after the designated cooling period;

• Pick up candles beginning on the next applicable business day;

• Coordinate group pickup through the event organizer; or

• Request available shipping arrangements for an additional charge.

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Unless otherwise agreed in writing, shipping of freshly poured candles is not included in the candle-making price or private-event price.

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We will generally hold completed candles for up to seven (7) days after the applicable expeRHEEnce unless another arrangement has been approved.

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For best fragrance performance and burn quality, we recommend allowing your candle to fully cure for 7–10 days before lighting.

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12. RETAIL RETURNS

We hope you love what you selected from expeRHEEnce.

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If an eligible ready-to-go retail product isn't quite right, you may request a return within 14 days of purchase or delivery.

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To qualify for a return, the product must be:

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• Unused and unburned;

• In its original condition;

• In its original packaging, when applicable; and

• Accompanied by proof of purchase.

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Returned merchandise is subject to inspection before a refund or store credit is approved.

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13. ITEMS THAT CANNOT BE RETURNED OR EXCHANGED

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The following are final sale:

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• Custom-poured candles

• Candles created during an expeRHEEnce

• Personalized or custom-branded products

• Private-label products

• Gift cards

• Final Sale merchandise

• Misfit Candles

• Used or burned candles

• Opened or used consumable products

• Items showing wear, damage, or alteration after purchase

• Corporate, wholesale, bulk, or special-order merchandise unless otherwise provided in a written agreement

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For health, safety, personalization, and quality-control reasons, additional products may be designated final sale at the time of purchase.

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14. HOW TO REQUEST A RETURN

Before returning an online purchase, please email: info@experheence.com

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Include:

• Your name;

• Order number;

• Product you would like to return; and

• Reason for the return.

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Do not mail a return before receiving return instructions from us.

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Once your return is approved, we will provide instructions for returning the merchandise.

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Unless the product arrived damaged, defective, or incorrect because of an error by expeRHEEnce, return shipping costs are the customer's responsibility.

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We strongly recommend using a trackable shipping method. expeRHEEnce is not responsible for return packages lost in transit.

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15. REFUNDS

Once an eligible return has been received and inspected, we will notify you of the status of your refund.

If approved, the refund will generally be issued to the original payment method.

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Original shipping charges are non-refundable, except when the return results from an error by expeRHEEnce or an eligible damaged or defective shipment.

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Please allow approximately 5–10 business days after a refund has been issued for your financial institution to post the funds to your account.

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Processing times vary by financial institution and are outside our control.

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16. EXCHANGES

We generally offer exchanges for merchandise that is damaged, defective, or incorrect.

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When an identical replacement is available, we may replace the product with the same item.

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If the original item is unavailable, we may offer an appropriate:

• Replacement;

• Store credit; or

• Refund.

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All exchanges are subject to product availability.

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17. DAMAGED, DEFECTIVE OR INCORRECT ORDERS

We carefully prepare and package every order, but if something arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at: info@experheence.com

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Please include:

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• Your name;

• Order number;

• A clear photograph of the product;

• Photographs of the shipping box and packaging; and

• A brief description of the issue.

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Please retain the product and all original packaging until we have reviewed your claim.

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After review, qualifying items may be replaced, re-poured, credited, or refunded, depending on the circumstances and product availability.

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18. IN-STORE DAMAGED OR DEFECTIVE PURCHASES

If you discover a defect with a ready-to-go retail item purchased directly from our studio, please contact or return to expeRHEEnce within five (5) business days of purchase with the product and proof of purchase.

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We will inspect the item and determine the appropriate resolution.

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This does not apply to ordinary fragrance preference, normal candle characteristics, improper candle care, misuse, or damage occurring after purchase.

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19. HEAT-DAMAGED SHIPMENTS

Candles are temperature-sensitive products.

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During warmer months, we take reasonable precautions to minimize exposure to extreme heat during transit. However, environmental conditions after a package enters the carrier network may be outside our control.

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If your candle arrives significantly melted or otherwise unusable, contact us within 48 hours of delivery and provide photographs of the candle and packaging.

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We will review the circumstances and determine whether replacement, re-pouring, store credit, or another appropriate resolution is available.

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Minor cosmetic changes caused by temperature that do not affect the safe use or performance of the candle may not qualify as damage.

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20. RHEEPURPOSE RETURNS

Our RHEEpurpose Program is separate from our merchandise return policy.

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Eligible previously purchased expeRHEEnce candle vessels may be returned for inspection and reuse through the RHEEpurpose Program.

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Acceptance of a vessel through RHEEpurpose does not constitute a merchandise return or refund.

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Eligible vessels accepted through the program currently receive 15% off a qualifying future pour, subject to program terms and vessel inspection.

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21. GIFT CARDS & EXPERIENCE CREDITS

Gift cards and expeRHEEnce credits:

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• Are non-refundable;

• Cannot be redeemed for cash except where required by law;

• Cannot be used to purchase another gift card unless expressly permitted;

• Are not eligible for merchandise refunds; and

• Must be used in accordance with any terms issued with the card or credit.

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If merchandise purchased with a gift card qualifies for a refund, the eligible amount will generally be returned as gift card or store credit, rather than cash.

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22. CUSTOM, CORPORATE, WHOLESALE & PRIVATE-LABEL ORDERS

Corporate gifting, bulk orders, custom-branded candles, event favors, wholesale purchases, and private-label projects are produced specifically for the purchaser and are generally final sale.

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These orders may be governed by a separate proposal, invoice, purchase agreement, or contract containing project-specific cancellation, deposit, production, shipping, and refund provisions.

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When a separate written agreement applies, the terms of that agreement will control.

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23. IMPORTANT REMINDERS

Before purchasing or booking, please remember:

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• Wax On Tap reservation payments are non-refundable.

• Your $10 per person reservation payment is credited toward the applicable Wax On Tap purchase.

• Private Pour reservations are paid in full and are non-refundable.

• The selected suite is reserved exclusively for your party.

• Book the Bar payments are non-refundable.

• A 50% booking payment secures the reservation, with the remaining balance and final guaranteed headcount due five days before the event.

• Custom candles are final sale.

• Your candle is created specifically for you.

• Late arrivals and no-shows are non-refundable.

• Retail returns must be requested within 14 days.

• Shipping charges are generally non-refundable.

• Damaged shipped products must be reported within 48 hours.

• Gift cards and expeRHEEnce credits cannot be redeemed for cash except where required by law.

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24. WE'RE HERE TO HELP

Our goal isn't simply to sell candles. It's to create an expeRHEEnce that leaves you with something meaningful—both in your hands and in your memories.

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If something isn't right, please reach out and give us the opportunity to review it.

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Questions regarding a return, refund, exchange, reservation, cancellation, product, or order may be directed to:

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expeRHEEnce, a Candle Bar LLC
Doing business as expeRHEEnce, a Candle Bar®

1917 E. 79th Street
Chicago, Illinois 60649

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Email: info@experheence.com
Phone: 773.977.3977
Website: experheence.com

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For return, order, or reservation inquiries, please include your order or reservation number, when applicable.

Craft Your Scent. Create Your Moment.™