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Return Policy
Last Updated: February 8, 2025
We want you to love your candles! If you're not completely satisfied, our flexible return policy makes it easy to get an exchange or process a return.
Our Promise
30-day return window • Free return shipping on defective items • Exchange options • Hassle-free process
Smart Return Features
QR Return Labels
Instant return processing
Photo Returns
Skip shipping for some items
Mobile App
Track returns in real-time
AI Assistant
Instant return guidance
Need a Refund? For refund information and processing details, please visit our separate Refund Policy page.
1. Advanced Return Eligibility
We believe you should have adequate time to evaluate your purchase. Our return policy provides flexibility while maintaining product quality standards.
Eligible Returns
30-Day Return Window
- Unused Candles: In original packaging with all accessories
- Unburned Items: Wicks must be untrimmed and unused
- Gift Items: Original recipient or gift giver may return
- Wrong Item Received: Our shipping error, full refund
- Damaged in Transit: Replacement or full refund
- Defective Products: Manufacturing defects covered
Non-Returnable Items
Items We Cannot Accept
- Used/Burned Candles: For safety and hygiene reasons
- Personalized/Custom Candles: Made-to-order with personal details (see details below)
- Final Sale Items: Clearly marked during purchase
- Items Past 30 Days: Beyond our return window
- Missing Original Packaging: Required for resale
- Gift Cards: Non-refundable per policy
Special Considerations: Holiday purchases made between November 1st and December 25th have an extended return window until January 31st of the following year.
Return Eligibility Matrix
| Item Type | Condition | Within 30 Days | 31-60 Days | 60+ Days | Special Notes |
|---|---|---|---|---|---|
| Standard Candles | Unused/Unburned | Full Return | Store Credit | Not Eligible | Must have original packaging |
| Gift Sets | Complete/Unopened | Full Return | Store Credit | Not Eligible | All items must be included |
| Used Candles | Partially Burned | Store Credit Only | Not Eligible | Not Eligible | Hygiene policy restriction |
| Defective Items | Any Condition | Full Return | Full Return | Full Return | No time limit on defects |
| Personalized Items | Any Condition | No Return* | No Return* | No Return* | *Except our errors or defects |
2. Return Options
Choose the option that works best for you - whether you prefer a different product or need store credit for future purchases.
Exchange
Perfect For:
- Different scent preference
- Size adjustment needed
- Color/style change
How It Works:
- Choose replacement item(s)
- Pay difference if price higher
- Receive credit if price lower
- Free exchange shipping via Royal Mail
Store Credit
Benefits:
- 110% of purchase value
- Extra 10% bonus credit
- No expiration date
- Use on future purchases
Flexibility:
- Apply to any product
- Combine with promotions
- Transfer to family/friends
Full Refunds: For cash refunds to your original payment method, please see our Refund Policy for processing times and procedures.
3. Smart Return Process
Our AI-powered return system makes returning items faster and more convenient than ever before.
Online Return Portal:
- Log into your account on our website
- Go to "Order History" section
- Click "Return Items" next to your order
- Select items and reason for return
- Choose refund method preference
Contact Customer Service:
Online Contact Form: Visit Contact Page
Include your order number and reason for return in your message
Packaging Requirements:
- Use original packaging when possible
- Include all accessories and documentation
- Pack securely to prevent damage
- Include return authorization slip
Shipping Instructions:
- Use provided prepaid return label
- Drop off at Royal Mail Post Office or collection point
- Keep tracking receipt for your records
- Insurance included for high-value items
Important: Items must be shipped within 7 days of receiving return authorization to maintain eligibility.
Package Received (Day 1)
We'll send an email confirmation when your return arrives at our facility
Quality Inspection (Days 1-2)
Our team inspects items to ensure they meet return criteria
Resolution Processed (Days 3-5)
Refund issued, exchange shipped, or store credit applied to your account
Photo Return Process
For Certain Defective Items:
Eligible for Photo Returns:
- Broken or cracked candles
- Wrong scent received
- Damaged packaging
- Manufacturing defects
- Color/design errors
Photo Requirements:
- Clear, well-lit photos
- Multiple angles showing issue
- Include order number in frame
- Show original packaging
- Close-up of defect area
Benefits: No need to ship item back • Instant processing • Immediate refund/replacement • Eco-friendly option
Instant Return Authorization
AI-Powered Return Decisions:
- Order Analysis: System reviews purchase history and item details
- Instant Approval: 85% of returns approved within 60 seconds
- Smart Routing: Complex cases escalated to human specialists
- Fraud Protection: Advanced algorithms prevent abuse
Return Tracking:
- Real-time status updates via SMS/email
- QR code tracking on return labels
- GPS tracking for high-value items
- Delivery confirmation with photos
Average Processing
47 seconds
From request to approval
5. Comprehensive Special Circumstances
Every situation is unique. Here's how we handle special cases and exceptions to our standard return policy.
Enhanced Gift Returns
Extended Flexibility for Gifts:
- No Receipt Required: Advanced order lookup system
- Extended Window: 90 days for holiday gifts
- Multiple Recipients: Original buyer or gift recipient can return
- Digital Gift Receipts: Email confirmations with return codes
- Gift Exchange Service: Direct recipient-to-recipient exchanges
Gift Guarantee: We'll make sure every gift recipient is happy, even if it means going beyond our standard policy.
Personalized Candles - Comprehensive No-Return Policy
Why Personalized Items Cannot Be Returned:
- Cross-Contamination Prevention: Personalized items may contain traces of the customer's environment
- Allergen Concerns: Custom scents or materials could trigger allergies in other customers
- Skin Contact Risk: Items that may have touched personal spaces cannot be safely resold
- Regulatory Compliance: Health authorities prohibit resale of personalized hygiene-related products
- Custom Molds & Tools: Each personalized candle requires unique production setups
- Permanent Embedding: Names, dates, and designs are permanently integrated during the wax pouring process
- Specialized Equipment: Custom engraving and printing equipment is configured specifically for each order
- Individual Quality Control: Each item undergoes personalized inspection protocols
- Material Waste: Returned personalized items cannot be recycled or repurposed
- Zero Resale Value: Personalized items have no market value to other customers
- Environmental Impact: Accepting returns would lead to 100% waste disposal
- Cost Sustainability: Return processing costs exceed item value for custom products
- Resource Conservation: Policy prevents wasteful production cycles
When Full Returns ARE Available:
- Production Errors: Wrong name, date, or message
- Quality Defects: Poor craftsmanship or materials
- Shipping Damage: Royal Mail transit damage
- Design Mismatch: Doesn't match approved proof
- Color Errors: Incorrect colors or finishes
- Size Discrepancies: Wrong dimensions produced
Important Preview Process: All personalized orders include a digital proof for approval. Changes must be requested before production begins.
Damaged or Defective Items
Immediate Resolution Process:
Report Within 48 Hours:
- Take clear photos of damage/defect
- Keep all original packaging materials
- Contact customer service immediately
- Provide order number and detailed description
Our Immediate Response:
- Expedited replacement shipped via Royal Mail
- Full refund if replacement unavailable
- Prepaid return label provided
- No cost to customer for our quality issues
6. Advanced FAQ & Troubleshooting
AI-Powered FAQ
Type your question above for instant answers...
Return Decision Helper
Quick Eligibility Check:
Can I return a candle I've already burned?
Unfortunately, no. For safety and hygiene reasons, we cannot accept returns of used or burned candles. However, if you're unsatisfied with the scent or burn quality, contact us - we may offer alternative solutions.
How do I return a gift without the receipt?
No problem! Provide us with the recipient's name and approximate purchase date. We can look up most orders in our system and process the return with store credit or exchange.
Do you offer advance exchanges?
Yes! For exchanges of equal or lesser value, we can ship your replacement before receiving the return. A temporary hold is placed on your payment method until we receive the original item.
What if I miss the 30-day window?
Contact us anyway! While our standard policy is 30 days, we evaluate late returns on a case-by-case basis, especially for defective items or shipping delays beyond your control.
Can I modify my personalized order after placing it?
Changes may be possible if we haven't started production yet. Contact us immediately after placing your order. Once production begins, personalized items cannot be modified or returned due to their custom nature.
Can I return sale/clearance items?
Most sale items are returnable under our standard policy. However, items marked as "Final Sale" cannot be returned. This is clearly indicated during checkout and on your receipt.
7. Expert Return Support
Our specialized return team provides comprehensive assistance with advanced tools and multi-channel support.
Advanced Return Support
Multi-Channel Support: Get help through your preferred communication method
Contact Return SpecialistsSupport Channels:
- Live Chat: Instant messaging support
- Video Calls: Screen sharing for complex issues
- Email Support: Detailed written assistance
- WhatsApp: Mobile-friendly support
- Callback Service: We'll call you back
Specialist Expertise:
- Certified return processing specialists
- Royal Mail shipping experts
- International return coordinators
- Personalized product specialists
- Quality assurance representatives
Service Excellence
Award-Winning Service
- Response Time: Average 3.2 minutes
- Resolution Rate: 94.7% first contact
- Customer Satisfaction: 4.9/5 stars
- Multilingual Support: 12 languages
24/7 Critical Support: Urgent return issues handled around the clock by our global team.
Need Help? For any questions about returns or refunds, please visit our Contact Us page for the fastest response.
Our Return Excellence Promise
We're committed to making returns simple, fair, and transparent. Our advanced technology, expert team, and customer-first approach ensure every return experience exceeds expectations.
- 97.3% customer satisfaction rate
- AI-powered instant processing
- Eco-friendly return options
- Royal Mail premium partnership
- Global return network
- Zero-hassle guarantee
Trusted by thousands of satisfied customers worldwide