Because A Healing Mountain products are handcrafted, personalized, and/or prepared specifically for each order, all sales are final.
A Healing Mountain does not accept returns and does not issue refunds for completed orders.
If an item arrives damaged, defective, incomplete, or incorrect, I will provide an appropriate replacement as outlined below.
If your order arrives damaged or defective, or an item is missing or incorrect, please contact A Healing Mountain within 7 days of delivery.
For damaged or defective items, please provide:
- Your order number
- A description of the problem
- Clear photos of the damaged or defective item
- Photos of the shipping packaging when applicable
Once the issue is verified, A Healing Mountain will arrange a replacement at no additional cost to you.
Candle Scent Replacements
I understand that fragrance preferences are personal. If you receive a candle and do not care for the scent you selected, please contact me within 7 days of delivery.
An unused candle may be eligible for a one-time replacement in another available scent. Scent replacements are subject to availability and are not eligible for a cash refund.
Personalized Items
Personalized keepsake cards and other customized components are created specifically for your order and cannot be returned or refunded.
If A Healing Mountain made an error in the personalization of your order, please contact me within 7 days of delivery and I will replace the affected item at no additional cost.
Replacement Eligibility
Replacement requests must be submitted within 7 days of confirmed delivery. Items damaged through misuse, improper handling, or circumstances occurring after delivery are not eligible for replacement.
Approved replacements will be provided for the affected item only unless the entire order was damaged or incorrect.
Cancellations
Orders may be canceled before production or personalization has begun. Once an order has entered production or personalized components have been created, it cannot be canceled.
Contact A Healing Mountain
If there is a problem with your order, please contact me directly through the Contact Pam page on this website.
Please include your name, order number, and a brief description of the issue so I can resolve it as quickly as possible.
Our Commitment
A Healing Mountain stands behind the quality of every product I create. While I do not offer returns or money-back refunds on handcrafted and personalized orders, I will replace qualifying damaged, defective, missing, or incorrect items and correct mistakes made by A Healing Mountain.
All sales are final. Qualifying order issues are handled through replacement rather than refund.