Terms of service.

Terms and Conditions
Effective Date: June 25, 2025

Welcome to Pine & Wick! These Terms and Conditions govern your use of our website and services. By accessing or purchasing from our site, you agree to comply with these terms.

1. Company Information

Pine & Wick, LLC is a registered home goods manufacturer located in Moses Lake, Washington. We operate both online and in-person at farmer’s markets and trade shows.

Contact Information:
Email: support@pineandwick.com
Phone: (509) 676-4224
Mailing Address: 522 W Riverside Ave Ste N, Spokane, WA 99201

2. Products and Services

Pine & Wick sells scented products including candles and wax melts. We do not currently offer custom or subscription-based services.

3. Purchasing and Payment

We accept the following payment methods:

  • All major credit and debit cards

  • Afterpay, Apple Pay, Klarna, PayPal, and Venmo

  • ACH payments

4. Shipping & Delivery

Pine & Wick ships domestically only.

Processing time:
Orders are processed and shipped within 1–5 business days.

Order Fulfillment:

  • Pine & Wick is not responsible for shipping delays caused by carriers, weather, or unforeseen circumstances. Estimated shipping times are not guaranteed.

Lost or Stolen Packages:

  • Pine & Wick is not liable once an order is marked as “Delivered” by the carrier.

Damaged or Incorrect Orders:

  • Customers must report issues within 30 days of delivery with accompanying photos.

Incorrect Addresses:

  • Customers are responsible for providing accurate shipping details. Reshipping fees may apply if an order is returned due to an incorrect address.

Defective or Incorrect Items:

  • May be replaced or refunded at Pine & Wick’s discretion, per our refund/exchange policy.

5. Returns & Refunds

We strive to ensure customer satisfaction with our products. Our returns and refund policy is as follows:

Return Policy

Pine & Wick products are handcrafted in small batches to ensure the highest quality. We accept returns for buyer’s remorse or dissatisfaction with scent selection provided the product is unused, unopened, and in original condition.

  • Customers must initiate the return within 30 days of delivery.

  • Once approved, the return must be postmarked within 10 days.

  • A refund will be issued for the price paid for the item(s) and applicable sales tax only.

  • Original shipping costs and return shipping costs are the responsibility of the buyer.

  • Refunds will be processed once the returned item is received and inspected for compliance with return conditions.

If you’re not happy with your order, please contact us—we’d love to help make it right.

For damaged, defective, or incorrect products, customers may request a return within 30 days of delivery by providing:

  • A clear photo of the item and its packaging showing the issue.

  • A brief description of the defect or error.

If approved, we will provide a prepaid return shipping label for defective or incorrect items. Returns must be sent back in their original, unused condition within 14 days of approval.

Pine & Wick reserves the right to deny returns if the claim cannot be verified, if the product has been used, or if the return request falls outside the specified time frame.

Exchange Policy

Exchanges are only available for defective or damaged products. If an item arrives broken or defective, customers must submit a claim within 30 days of delivery with supporting photos.

If an exchange is approved, Pine & Wick will provide one of the options below:

  • Replace the damaged item with the same product (subject to availability)

  • Provide a full refund for the amount charged for the item(s) if the item(s) is out of stock.

Customers are responsible for returning the defective item before an exchange is processed, unless otherwise stated by Pine & Wick.

Refund Policy

Refunds are granted under the following conditions:

  • Damaged, Defective, or Incorrect Items: Customers must report issues within 30 days of delivery with supporting photos. A full refund, including shipping costs, will be issued to the original payment method within 5–7 business days after receiving the returned item(s).

  • Lost or Undelivered Orders: If an order is lost in transit (not marked as delivered by the carrier), a refund or replacement will be issued after an investigation with the shipping carrier.

  • Orders Returned Due to Incorrect Address: If an order is returned to us due to an incorrect shipping address provided by the customer, the customer may choose:

    • To have the order re-shipped (customer covers new shipping fees)

OR

  • To receive a refund minus the original shipping cost.

Customers may also request store credit instead of a refund if preferred.

Refunds Will NOT Be Issued For:

  • Used products (burned candles, melted wax, etc.) unless the product is damaged or defective.

  • Orders marked as "Delivered" by the carrier (customers are responsible for retrieving their package from the delivery location).

  • Return requests made outside the required timeframe (30 days after being marked delivered for damage/defects).

Fraud Prevention & False Claims

To protect against fraudulent claims, Pine & Wick may require additional verification, such as:

  • Return of the product before issuing a refund or exchange.

  • Review of repeated claims from the same customer.

  • Denial of claims that appear inconsistent or lack supporting evidence.

We take fraud seriously, and any attempt to falsely claim a refund or return a different product than purchased will result in denial of future orders.

6. Intellectual Property

All branding, logos, and content on this website are owned by Pine & Wick, LLC. Unauthorized use, reproduction, or distribution is prohibited.

7. User Accounts

Retail customers do not need an account to purchase products.
Wholesale clients must submit forms (such as reseller permits) and create an account to access wholesale pricing and services.

8. Privacy and Data Collection

Customer data is collected and stored with Squarespace, adhering to its privacy policies.
The website uses cookies and tracking technologies in accordance with Squarespace’s Cookie and Privacy Policy.
Pine & Wick does not sell or share customer data with third parties, except as necessary for order fulfillment and compliance with legal requirements.

9. Liability and Disclaimers

Product Use: Customers must use products as directed on warning labels. Pine & Wick is not responsible for injuries or property damage resulting from misuse or failure to follow warning label instructions.
Safety Warnings: Customers should follow all included safety instructions, including but not limited to:

  • Never leave burning candles unattended.

  • Keep lit candles away from flammable materials, children, and pets.

  • Use products on heat-resistant surfaces.

  • Follow all warning labels provided with the product.

Limitation of Liability: Pine & Wick is not responsible for indirect, incidental, or consequential damages, including lost profits or business disruptions.

10. Governing Law and Dispute Resolution

These Terms and any disputes arising from the use of this website shall be governed by and construed in accordance with the laws of the State of Washington, without regard to conflict of law principles. Any legal actions or proceedings shall be brought exclusively in Washington State courts.

11. E-Commerce Compliance

Pine & Wick complies with FTC Act, Truth in Advertising rules, and the E-Sign Act regarding online sales and contracts. Customers agree that electronic transactions and communications are legally binding.

12. Third-Party Links

Our website may contain links to third-party websites for additional resources or services. Pine & Wick is not responsible for the content, privacy policies, or practices of these external websites. Users access third-party sites at their own risk.

13. Changes to Terms and Conditions

Pine & Wick reserves the right to update these Terms and Conditions at any time. Changes will be effective upon posting to our website.

14. Promotions, Discounts & Gift Cards

Promotional discounts and codes are valid only during the advertised timeframe and cannot be applied retroactively. If an item purchased with a discount is returned, the refunded amount will reflect the discounted price. Gift cards are non-refundable and cannot be exchanged for cash.

15. Force Majeure

Pine & Wick is not liable for delays or failure to perform due to events beyond our reasonable control, including natural disasters, labor shortages, shipping disruptions, or acts of government.

For any questions, please contact us at support@pineandwick.com.