Refund policy

 A Guide to Returning Treasures

Last Updated: April 21, 2026

At Ash & Prose, LLC, we are committed to a transparent and reliable shopping experience. For the purpose of this policy:

  • "Artifacts" (also referred to as "treasures" or "products") include all physical goods sold, such as candles, wax melts, jewelry, and apparel.

  • "Original Condition" refers to an item that is unused, unburned, unwashed, and unaltered, with all original packaging and tags intact.

  • "Cooling-Off Period" refers to the statutory 14-day window required for residents of the European Union.

SECTION 1 — RETURN WINDOW & ELIGIBILITY

In accordance with our Terms of Service, we offer a 30-day return window for all qualifying artifacts.

  • Standard Eligibility: To be eligible for a return, your item must be in Original Condition.

  • Apparel: Clothing that has been worn, washed, or altered in any way is ineligible for return.

  • Apothecary: For health and safety reasons, any candle that has been lit, wax melt that has been warmed, or soap/topical item that has been opened is ineligible for return.

  • Proof: A receipt or digital order confirmation is required to initiate the return ritual. 

SECTION 2 — THE RETURN PROCESS

To begin a return, contact our keepers at support@ashprose.com.

  1. Evaluation: You will be required to provide images and/or video of the artifact in its current state, so that we may properly evaluate the situation. These images should be clear, and brightly lit.

  2. Authorization: If your return is accepted, we will provide a return address and instructions. Items sent back without prior authorization will be refused.

  3. Shipping Logistics: The cost of return shipping is the sole responsibility of the customer. Ash & Prose, LLC does not provide pre-paid labels for change-of-mind returns.

  4. Restocking Fees: Ash & Prose, LLC does not charge restocking fees for accepted returned treasures.

SECTION 3 — DAMAGE & DISCREPANCIES

Please inspect your order upon arrival. If an artifact is broken or incorrect:

  • Timeline: You must contact us within 24 hours of delivery.

  • Evidence: Include captured images and video of the damage and the shipping packaging.

  • Resolution: Verified errors or transit damage will be corrected by Ash & Prose, LLC at no cost to the traveler.

SECTION 4 — NON-RETURNABLE ITEMS

Certain goods are exempt from the 30-day window:

  • Custom Forged: Personalized treasures or special orders.

  • Digital Products: Downloads are final sale once accessed.

  • Final Sale: Items purchased from any sales at a discounted price or via gift cards.

SECTION 5 — EUROPEAN UNION (14-DAY COOLING-OFF PERIOD)

Notwithstanding the 30-day window offered above, residents of the European Union have a statutory right to cancel or return their order within 14 days of receipt for any reason.

  • Integration: This 14-day "Cooling-Off" right runs concurrently with our 30-day window.

  • Condition: Per EU regulation, consumers may be held liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. Therefore, the Original Condition requirements (Section 1) still apply to ensure a full refund.

SECTION 6 — RECLAIMING YOUR COIN (REFUNDS)

We shall notify you once we’ve received and inspected your return.

  • Approval: Approved refunds are issued automatically to the original payment method.

  • Timeline: Please allow 5–10 business days for processing.

  • Banking: It may take additional time for your bank to post the credit. If more than 15 business days have passed since approval, please contact us.

SECTION 7 — CONTACT INFORMATION

Ash & Prose, LLC 580 29 3/8 Rd Grand Junction, CO 81504 Phone: (970) 462-7739 Email: support@ashprose.com

We are committed to providing a transparent and reliable shopping experience.