Refund policy

Fictional Fulfillment – Return & Refund Policy

At Fictional Fulfillment, every candle, coffee blend, and enchanted elixir is crafted and shipped with care. If something arrives damaged, incorrect, or not quite what you expected, we’re here to help.

1. Return Window

  • You have 30 days after receiving your item to request a return.

  • For perishable or consumable items listed below, you must contact us within 7 days of delivery due to product safety requirements.

2. Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition you received it

  • Unopened, unused, and unworn

  • In its original packaging

  • Accompanied by a receipt or proof of purchase

3. Eligible Situations for Refunds or Replacements

We accept returns, replacements, or refunds in the following situations:

✔ Damaged or Defective Items

If your product arrives broken, leaking, dented, melted, or otherwise damaged, contact us within 7 days with photos.
We will replace the item or issue a refund.

✔ Incorrect Item Received

If you receive the wrong product, we will replace it at no cost.

✔ Quality Concerns

For candles, coffee, or supplements that appear defective or unfit for use, send photos and details. We will assess and replace or refund if applicable.

4. Items Not Eligible for Return

We cannot accept returns for:

  • Opened or used items

  • Burned candles

  • Coffee bags that have been opened or brewed

  • Supplements with broken seals

  • Perishable goods (food, flowers, plants)

  • Custom or personalized items

  • Personal care goods (beauty products)

  • Hazardous materials, flammable liquids, gases

  • Sale or clearance items

  • Gift cards and digital products

  • “Change of mind” returns for consumable goods

These restrictions help us maintain product safety and hygiene standards.

5. Return Shipping Costs

  • If the issue is our error (damaged, defective, incorrect), we cover return shipping.

  • For all other approved returns, shipping costs may be the customer’s responsibility.

Items sent back without first requesting a return will not be accepted.

6. Lost or Stolen Packages

  • We cannot refund packages marked as delivered by the carrier.

  • If your package is lost in transit (never delivered), contact us — we will assist with a carrier claim and may provide a replacement.

7. Refund Processing

Once we receive and inspect your return, we will notify you of approval status.

If approved:

  • Refunds are issued to your original payment method

  • Processing typically takes 5–10 business days

  • Banks and card issuers may require additional time to post the refund

If 15 business days pass after approval without receiving your refund, please contact us.

8. Exchanges

We only offer exchanges for defective, damaged, or incorrect items.
If you want a different item, return the original and make a separate purchase once the return is accepted.

9. How to Start a Return

Email us at jenny@fictionalfulfillment.com with:

  • Your order number

  • Photos of the item and packaging (if damaged)

  • A brief description of the issue

We’ll respond within 24–48 hours with instructions and, if applicable, a prepaid return label.

Return Address:
[INSERT RETURN ADDRESS]