High Water Shop · Published and effective September 26, 2026

We want your purchase to arrive as described and ready to use. If something is wrong with your order, contact hello@highwatercounseling.com so we can help.

This policy applies to products purchased directly through the High Water online shop. Therapy appointments, consultations, and other professional services are governed by their separate agreements.

1. Requesting help and verifying your purchase

Email your order number or other information that helps us locate the purchase, the email used at checkout, the product, and a description of the issue. Include photos of damage, packaging, or an incorrect item when applicable and safe. Please do not send clinical information, passwords, or full payment-card details.

A receipt is helpful but is not the only way to verify a purchase. We will try to locate your order using other information. If we cannot verify a direct purchase, we may decline a voluntary return or refund, except where required by law.

We aim to respond within two business days, excluding weekends and U.S. federal holidays. This is a response timeframe, not a guarantee that the issue will be resolved within that time.

2. Physical product returns

For a nondefective physical product, request a return within 15 calendar days after delivery. Later requests are not eligible for change-of-mind returns unless we agree to an exception in writing or the law requires otherwise.

Items must be unused, in their original condition, and in their original packaging where supplied:

• Calendars must be unmarked and undamaged.
• Coloring books and printed resources must have no writing, coloring, missing pages, or signs of use.
• Candles must be unburned, unaltered, and undamaged.

Contact us before mailing a return. We will provide the return address and instructions. Ship the item within 14 calendar days after receiving those instructions, unless we agree otherwise in writing. This is the deadline to ship, not the deadline for the package to arrive. A timely return is not disqualified simply because carrier transit extends beyond that period.

Package the item securely and keep your carrier acceptance receipt and tracking. For change-of-mind returns, you pay return shipping, and original shipping charges are nonrefundable unless required by law. There is no restocking fee.

Refunds for physical returns will be provided after we receive and inspect the returned items and confirm that they meet the return requirements. Return authorization is not final refund approval. Exceptions that do not require a return are explained in section 10. If an item is ineligible, we will explain why and your options, including any cost to send it back to you before doing so.

3. Damaged, defective, incorrect, or incomplete orders

Inspect your order on arrival and report problems promptly, preferably within seven calendar days. This reporting preference does not eliminate rights relating to later-discovered defects or rights provided by law.

Examples include a broken candle, substantial shipping damage, missing or misprinted pages, production errors in calendar dates, the wrong product, quantity or format, or an item missing from the shipment.

We will review the issue and arrange a replacement, delivery of missing items, or an appropriate refund consistent with applicable law. If a return is needed for a confirmed defect or our error, we will provide a prepaid label or agree in advance to reimburse reasonable return-shipping costs. For a full return of an affected product due to our error or a confirmed defect, the refund includes its purchase price, applicable tax, and attributable original shipping. A replacement for that issue is sent without additional shipping charges.

Do not use a damaged candle or handle broken glass unnecessarily. Contact us before returning or disposing of an unsafe item; we will not require an unsafe return.

Damage caused after delivery by misuse, improper storage, alterations, or failure to follow care instructions is not a product defect. Normal screen-to-print or handmade variations do not automatically establish a defect, but we will review material inaccuracies in the description or quality concerns.

4. Digital products and downloads

Digital products include printable calendars, coloring pages, workbooks, guides, and other downloads. They are generally nonrefundable once the file or a functioning access link has been delivered, subject to the exceptions below and applicable law.

Before purchasing, review the description, format, year, printing requirements, and any stated device or software requirements. No physical item is included unless the listing says otherwise.

Contact us if a file or link is not delivered, a link does not work, the file is corrupted, incomplete or incorrect, the product materially differs from its description, or you were charged twice. We will first try to restore access or correct the issue. If we cannot deliver the product as described within a reasonable time, we will provide an appropriate refund. Confirmed duplicate charges will be refunded.

Change of mind, choosing the wrong format or year, or incompatibility with requirements clearly disclosed before purchase generally does not qualify for a refund after delivery. Contact us promptly about an accidental purchase so we can review it.

If a digital purchase is refunded, permission to use it ends. Delete retained copies and do not distribute the files.

5. Candles and personal preferences

Review ingredients, fragrance information, and safety instructions before purchasing or using a candle. An unused candle may be returned under section 2 if requested within 15 calendar days after delivery. A burned candle is not returnable solely because of fragrance preference.

If irritation or a possible safety defect occurs, stop using the product and contact us. Safety and defect concerns are reviewed separately from change-of-mind returns.

6. Cancellations and order changes

Contact us promptly to request a cancellation or changes to the product, quantity, delivery address, or email address. We will accommodate changes when possible, but cannot guarantee them after shipment, digital delivery, or the start of personalized production where that restriction was disclosed.

For a confirmed cancellation before fulfillment, we refund the canceled portion, applicable tax, and associated shipping charges. If we cannot fulfill an order, we will cancel and refund the affected portion. These terms do not limit shipping-delay remedies or other rights provided by law.

7. Preorders and shipping delays

A preorder listing will identify its preorder status and estimated shipment timeframe. Shipment means the order leaves fulfillment; it is different from its delivery date.

If we cannot ship within the promised or legally required timeframe, we will provide the required delay notice and options to consent to the delay or cancel for a prompt refund. If we cannot fulfill an order, or cancellation is required because the necessary consent was not obtained, we will cancel and refund the unshipped portion.

An item that was never shipped does not need to be returned to receive its refund. Store credit will not replace a monetary refund required by law.

8. Lost packages and delivery problems

If an outbound package is lost, substantially delayed, or marked delivered but cannot be found, contact us promptly. We will review the address, tracking, available evidence, and carrier information. A delivery scan alone does not end our review. A replacement or refund will depend on the facts and applicable law.

Please check your delivery address. If an order is returned because of an incorrect customer-provided address, refusal, or failure to collect it, additional shipping may apply. We will explain costs and options before reshipping. We cover correction of our own shipping errors.

For a delayed or lost return, provide tracking and the carrier acceptance receipt. If you followed our instructions and used our prepaid label, we will coordinate with the carrier and will not deny an otherwise eligible refund solely because the carrier lost a return it demonstrably accepted. For customer-arranged return shipping, we will review proof of shipment and assist with documentation; a refund may remain pending receipt or the loss investigation, subject to applicable law. Creating a label alone is not proof of carrier acceptance.

9. Sale items, personalized products, gifts, and bundles

Sale items follow this policy unless clearly marked final sale before purchase. Final-sale or as-is items are not eligible for change-of-mind returns; those labels do not remove rights for undisclosed defects, incorrect goods, or other remedies required by law.

Any personalized-product return restrictions will be disclosed before purchase. We will still review our errors and defects. Gift purchases must be verified, and refunds go to the original purchaser’s payment method.

For a partial bundle refund, we allocate the amount actually paid after discounts rather than use the standalone retail price, and explain the calculation. Digital components remain subject to section 4.

10. Refund amounts, timing, and exchanges

For physical returns, refunds are provided only after we receive and inspect the items and confirm eligibility. We aim to complete inspection and issue an eligible refund within seven business days after receipt, unless applicable law requires an earlier refund. Return authorization alone does not approve a refund.

A physical return is not required for:

• A return we waive in writing or an unsafe return.
• An eligible digital-product refund.
• A canceled, unshipped order.
• A confirmed duplicate charge.
• A missing or qualifying lost shipment.
• The carrier-lost return exception in section 8.
• Any refund the law requires without a return.

Where no return is needed, we issue an approved refund within seven business days of approval, or sooner if required by law. Statutory refund deadlines apply independently of our internal approval process.

Refunds go to the original payment method and reflect the amount actually paid after discounts, applicable tax, and any refundable shipping. Section 2 explains change-of-mind shipping exclusions. We do not deduct restocking or refund-processing fees and will not require store credit instead of a monetary refund that is due.

Your bank or payment provider may take additional time to post the credit. If the original payment method cannot receive a refund, we will work with the payment provider on an appropriate alternative.

Exchanges depend on availability. If a replacement is unavailable, we will explain the applicable refund options.

11. Payment disputes

Contact us about an unrecognized or incorrect charge or an unresolved order issue. This policy does not waive or limit your right to dispute a charge with your bank or payment provider. We will coordinate any refund with an existing dispute to avoid duplicate reimbursement.

12. Your rights and policy updates

Nothing in this policy excludes or limits consumer rights, warranties, or remedies that cannot lawfully be waived. More protective applicable law controls where it conflicts with this policy.

The policy in effect when you place your order governs that purchase. Later updates will not retroactively reduce your rights. You may request a written copy of this policy at no charge.

Order support: hello@highwatercounseling.com