Candle Safety & Product Care Policy

HELD.

CANDLE SAFETY & PRODUCT CARE POLICY

Version: 1.0

Effective Date: 23 July 2026

Last Updated: 23 July 2026

At Held. – A Gentle Pause, every candle is thoughtfully handcrafted to provide moments of warmth, comfort, and relaxation. Because candles contain an open flame and generate heat during use, they should always be burned responsibly and in accordance with the safety instructions provided in this Policy.

This Candle Safety & Product Care Policy should be read together with our Terms & Conditions, Returns & Refund Policy, and Shipping Policy.


1. General Candle Safety

For your safety, please follow these guidelines whenever using a Held. candle.

Always:

  • Burn candles within sight.
  • Keep candles away from children and pets.
  • Place candles on a stable, level, heat-resistant surface.
  • Keep candles away from curtains, paper, fabrics, furniture, decorations, and other flammable materials.
  • Leave sufficient space between burning candles.
  • Keep candles away from fans, air-conditioning vents, open windows, and strong drafts.

Never leave a burning candle unattended.


2. Before Lighting Your Candle

Before each use:

  • Remove all packaging and labels intended for shipping.
  • Place the candle on a suitable heat-resistant surface.
  • Trim the wick to approximately 5 mm.
  • Ensure the wax surface is free from wick trimmings, matches, or other debris.

These simple steps help promote a cleaner and safer burn.


3. First Burn

The first burn is important for the overall performance of your candle.

For the best results, allow the candle to burn long enough for the melted wax to reach close to the edges of the container during the initial burn, where practical.

This helps reduce uneven burning and tunnelling.


4. Burn Time

For safety and optimal performance:

  • Do not burn a candle for more than 4 hours at a time.
  • Allow the candle to cool completely before relighting.
  • Stop burning the candle when approximately 1 cm of wax remains at the bottom of the container.

Burning a candle beyond this point may cause excessive heat to the container.


5. Wick Care

Before each burn:

  • Trim the wick to approximately 5 mm.
  • Remove any carbon build-up (“mushrooming”) if present.
  • Remove loose wick trimmings from the wax surface.

Proper wick maintenance helps reduce smoke, soot, and excessive flame height.


6. Container Safety

The container may become hot while the candle is burning.

For your safety:

  • Do not touch or move the candle while the wax is liquid.
  • Allow the container to cool completely before handling.
  • Do not place the candle directly on delicate or heat-sensitive surfaces without appropriate protection.


7. Proper Storage

To help preserve fragrance and appearance, store your candle:

  • in a cool, dry place;
  • away from direct sunlight;
  • away from excessive heat;
  • away from moisture.

Extended exposure to heat or sunlight may affect the appearance or fragrance of the candle.


8. Natural Characteristics of Handmade Candles

Held. candles are individually handcrafted.

As a result, slight variations may naturally occur in:

  • colour;
  • fragrance intensity;
  • wax appearance;
  • frosting;
  • minor surface imperfections;
  • texture;
  • decorative finishes.

These characteristics are a natural part of handmade candle production and are not considered manufacturing defects.


9. Fragrance Expectations

Fragrance perception differs from person to person.

The strength of a candle’s scent may also be influenced by:

  • room size;
  • ventilation;
  • ceiling height;
  • ambient temperature;
  • storage conditions;
  • individual sensitivity to fragrance.

Differences in fragrance perception alone do not indicate that a candle is defective.


10. Decorative Elements

Some candles may include decorative features or embellishments.

Customers should follow any product-specific instructions provided with the candle.

If decorative elements become loose during use, extinguish the candle and allow it to cool completely before removing them, if necessary.


11. Allergy & Sensitivity Notice

Held. candles contain fragrance ingredients.

Customers with known fragrance sensitivities, respiratory conditions, or allergies should review product descriptions carefully before purchasing.

If irritation or discomfort occurs while using a candle, discontinue use immediately and seek appropriate medical advice if necessary.


12. Proper Use

Held. candles are intended for normal household decorative and fragrance use only.

They should not be used:

  • as a heating device;
  • for cooking;
  • outdoors in unsafe weather conditions;
  • near combustible liquids;
  • for any purpose other than their intended use.


13. Product Inspection

Customers should inspect their candle promptly upon delivery.

If a candle arrives:

  • damaged;
  • defective; or
  • materially different from what was ordered,

please notify Held. within 48 hours of delivery.

To assist our investigation, we may request:

  • your order number;
  • photographs of the candle;
  • photographs of the packaging;
  • a description of the issue.

Claims will be reviewed in accordance with our Returns & Refund Policy.


14. Product Liability

Held. is committed to producing safe, high-quality handcrafted candles.

Customers are responsible for using candles safely and following the instructions provided with the product.

Held. is not responsible for damage, injury, or loss resulting from misuse, improper storage, failure to follow safety instructions, or use of a candle in a manner other than its intended purpose, except where responsibility cannot be excluded under applicable law.


15. Changes to This Policy

Held. may update this Candle Safety & Product Care Policy from time to time.

The version published on our website at the time an order is placed will generally apply to that order unless a change is required by law.


16. Contact Us

If you have any questions regarding candle safety or product care, please contact us:

Held. – A Gentle Pause
Held Comfort Collections Selling Gifts & Handicrafts L.L.C. – S.P.C.

📧 Email: hello@heldwithcare.ae
📞 Telephone: +971 55 621 8328
💬 WhatsApp: +971 58 983 3816
🌐 Website: heldwithcare.ae

 

Relationship to Other Policies
This Policy forms part of the Terms & Conditions governing purchases from Held. – A Gentle Pause. By using our website or placing an order, you agree to the applicable policies published on our website.