Refunds, Exchange & Return Policy

Last Updated: September 3, 2026

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

Because our candle-making experiences are personalized and many of our products are handcrafted or made specifically for you, different policies apply to experiences, custom candles, and retail merchandise.

Candle-Making Experiences

Wax on Tap

Wax on Tap is primarily a walk-in experience, with availability based on studio capacity.

Guests select and pay for their vessel and experience at the time of their pour. Once your candle-making experience has begun and materials have been used, the purchase is final and non-refundable.

If a prepaid or specially scheduled Wax on Tap experience is offered, the cancellation and rescheduling terms presented at the time of booking will apply.

Private Pour Suites

Private Pour Suites are reserved exclusively for your group and require a 50% non-refundable deposit at the time of booking.

Your deposit:

Secures your selected date, time, and Private Pour Suite;
Is applied toward your reservation balance; and
Is not an additional fee.

Because your suite is removed from public availability once reserved, Private Pour deposits are non-refundable.

Private Pour Rescheduling

We understand that plans sometimes change.

Private Pour reservations may be rescheduled one time with at least seven (7) days' notice, subject to availability.

Requests made fewer than seven days before the scheduled reservation may result in forfeiture of payments made.

Any approved credit or transferred payment must be used toward a future expeRHEEnce and has no cash value.

Final Guest Count

Your final guest count must be confirmed at least seven (7) days before your Private Pour or private event.

Once confirmed, your reservation is based on that guest count or the applicable suite/event minimum.

If fewer guests attend than originally confirmed, refunds or credits will not be issued for absent guests.

Additional guests are subject to availability and suite capacity and must be approved by expeRHEEnce.

Late Arrivals & No-Shows

We recommend arriving 15 minutes before your scheduled experience so your group can check in and begin on time.

Because Private Pour Suites and scheduled experiences operate within reserved time periods, late arrivals may result in a shortened experience.

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

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

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

Cancellations by expeRHEEnce

In the unlikely event that expeRHEEnce cancels your scheduled experience, you will be offered your choice of:

Rescheduling your experience;
Receiving an expeRHEEnce credit; or
Receiving a refund of the amount paid for the cancelled experience.

Approved refunds will be returned to the original payment method. Please allow approximately 5–10 business days for your financial institution to process the refund after it has been issued.

Weather & Emergency Closures

Reservations generally proceed as scheduled during anticipated weather conditions.

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

A weather forecast alone does not automatically qualify a reservation for cancellation, refund, or credit.

Custom-Poured Candles

Your Scent. Your Creation. Uniquely Yours.

Candles created during Wax on Tap, Private Pour, Scented Sessions, private events, mobile experiences, or other candle-making experiences are personalized products and are final sale.

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

Fragrance preference;
Change of mind;
Vessel selection;
Fragrance combination; or
Personal preference after the candle has been created.

If you believe there is a workmanship or product-quality issue with your custom candle, please contact us. We want the candle you created with us to be one you can enjoy.

Retail Returns

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

To qualify for a return, the product must be:

Unused and unburned;
In its original condition;
In its original packaging, when applicable; and
Accompanied by proof of purchase.

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

Items That Cannot Be Returned or Exchanged

The following are final sale:

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

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

How to Request a Return

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

Include:

Your name;
Order number;
Product you would like to return; and
Reason for the return.

Please do not mail a return before receiving return instructions from us.

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

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

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

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 be issued to the original payment method.

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

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

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

Exchanges

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

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

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

Replacement;
Store credit; or
Refund.

All exchanges are subject to product availability.

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

Please include:

Your name;
Order number;
A clear photograph of the product;
Photographs of the shipping box and packaging; and
A brief description of the issue.

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

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

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.

We will inspect the item and determine the appropriate resolution.

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

Heat-Damaged Shipments

Candles are temperature-sensitive products.

During warmer months, we take reasonable precautions to minimize exposure to extreme heat during transit. However, once a package has been transferred to the shipping carrier, environmental conditions are outside our control.

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

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

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

RHEEpurpose Returns

Our RHEEpurpose Program is separate from our merchandise return policy.

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

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

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

Gift Cards & Experience Credits

Gift cards and expeRHEEnce credits:

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.

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.

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.

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

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

Important Reminders

Before purchasing or booking, please remember:

Custom candles are final sale.

Your candle is created specifically for you.

Private Pour deposits are non-refundable.
Your deposit reserves the suite exclusively for your group.

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 have no cash value except where required by law.