Refund & Returns Policy

Last updated: 23 April 2026

We want you to be happy with your purchase from The Candle Co.. This policy explains when and how you can return an item or request a refund.

Return window

You have 14 days from the date you receive your order to request a return. Items returned after this window may not be accepted.

Eligibility for return

To be eligible for a return, physical items must be:

• Unused and in the same condition as when you received them
• In their original packaging with all tags attached
• Accompanied by proof of purchase (order number or receipt)

Some items may not be eligible for return, including:

• Items marked as final sale
• Personalised or custom-made items
• Items that have been used, damaged, or altered after delivery
• Perishable goods, intimate items, or items that pose a hygiene risk once opened

How to request a return

To start a return:

1. Email us at gareth.coyledowling@gmail.com within the return window, including your order number and the reason for return
2. We'll respond with instructions on how to send the item back to us
3. You are responsible for return shipping costs unless the item arrived damaged or was incorrect

Please do not send items back without contacting us first — unsolicited returns may not be accepted.

Refunds

Once we've received and inspected your return, we'll email you to let you know whether the refund has been approved.

Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank or card provider.

Refund amounts cover the cost of the item. Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

Damaged or incorrect items

If your item arrived damaged, defective, or incorrect, please contact us within 48 hours of receiving it at gareth.coyledowling@gmail.com. Include photos where possible. We'll work with you to resolve the issue quickly, usually by sending a replacement or issuing a full refund including shipping.

Exchanges

If you need to exchange an item for a different size, colour, or variant, contact us at gareth.coyledowling@gmail.com. Exchanges are subject to stock availability.

Contact us

Questions about a return or refund? Get in touch:

The Candle Co. Email: gareth.coyledowling@gmail.com