Refund Policy

Thank you for shopping with Shop Candles.

We want you to be completely happy with your purchase.

This Refund & Returns Policy explains how returns, refunds, and replacements work for goods purchased from our online store, in line with UK consumer protection laws and your statutory rights.

Under UK law (Consumer Contracts Regulations for distance selling), customers who buy items online have the right to cancel their order within 14 days of receiving the goods, even if they are not faulty.

You then have a further 14 days to return the item after notifying us of your intention to cancel.

This means you generally have up to 28 days from receipt to return an item simply because you have changed your mind.

You may request a return or refund within 30 days from the date your order was delivered to you.

To be eligible for return, you must contact us within this 30-day period and send the item back within 30 days of contacting us, unless otherwise stated.

To qualify for a return:.

✔ The candle must be unused, unopened and in original condition.

✔ All original packaging and labels must be intact.

✔ You must return the item with proof of purchase (order number or receipt).

Due to hygiene and safety reasons, once a scented candle has been opened or burned, we cannot accept returns for change of mind, unless the item is faulty or damaged on arrival.

We will offer a refund (full or partial), replacement, or store credit in the following situations:.

✔ The product arrived damaged, defective, or leaking.

✔ You received the wrong item.

✔ Your order never arrived within the expected delivery timeframe.

If your order seems delayed, please allow up to 10 business days after the expected delivery date before contacting us.

This gives couriers time to complete delivery before we investigate further.

If your item arrives damaged or leaking, please take clear photos of the candle and packaging and contact us within 48 hours of delivery so we can assess and help you promptly.

Once we receive your returned item and confirm eligibility:.

✔ Refunds will be issued using the original payment method.

✔ Please allow up to 14 days for the refund to appear in your account, depending on your bank or payment provider.

Before returning any item, please email us at [info@shopcandles.

co.

uk] with your order number and a description of the issue.

We will provide instructions on where to send your return and any further steps needed.