Candles and Soaps - Refund & Returns Policy
Last updated: 11th July 2026
We want you to be completely satisfied with your purchase. If you are not happy with your order, this policy explains your rights and how to return items to us.
1. Your Right to Cancel
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right, you must notify us in writing (email or letter) before the 14‑day period ends.
You then have 14 days from the date you notify us to return the goods.
2. Condition of Returned Items
To be eligible for a refund:
Items must be unused, in their original packaging, and in the same condition you received them.
We cannot accept returns of perishable goods, personalised items, or sealed products that have been opened for hygiene reasons (e.g., cosmetics, underwear).
3. Refunds
Once we receive and inspect your return, we will process your refund within 14 days.
Refunds will be made to your original payment method.
We will refund the cost of the goods and the standard delivery charge (if applicable).
You are responsible for return postage costs unless the item is faulty or incorrect.
4. Faulty or Incorrect Items
If your item is faulty, damaged, or not as described:
Contact us within 30 days of receipt for a full refund or replacement.
After 30 days, we may offer a repair or replacement in line with the Consumer Rights Act 2015.
5. How to Return Items
Please contact our customer service team at sales@candlesandsoaps.co.uk with your order number and reason for return. We will provide instructions and the return address.
Contact Us
If you have any questions about this policy, please email sales@candlesandsoaps.co.uk or call 07449120973.
