Refund policy

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thecandlebrand.co.uk.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@thecandlebrand.co.uk. Please note that returns will need to be sent to the following address: The Candle Brand, 17 Wellesley Road, Tharston Industrial Estate, Long Stratton, NR15 2PD 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@thecandlebrand.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses. 

TRADE RETURNS 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right where possible. We will ask for evidence of damaged items in the form of an image to be able to issue a refund or exchange for the product.

Exchanges
The fastest way to ensure you get what you want is to return the item you have once you have contacted a member of the team, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Any claims regarding damages, exchanges, or refunds must be requested within 10 working days of items received. 

International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.