Refunds & Returns
At Candlestuff Supplies our goal is to make your online shopping experience as enjoyable as possible. That's why, if you are not completely satisfied with your purchase, we will gladly accept returns up to 30 days from the date of purchase. You must return the goods in the unused condition that you received them and returned at your cost. We shall not accept used products or those sent in an unsuitable condition. Fragrance oils cannot be returned so we advise all customers to test new fragrances with our 50g smallest bottles, prior to ordering in larger sizes or quantities
Please email us with your name and order number and we shall contact you within 24 hours.
On approval, you will be asked to send back the goods clearly stating your full name and order reference number. Once the goods have been received, the refund will be processed. You will not be returned any delivery costs and if you qualified for free shipping on your order and we covered the expense , this will be deducted from your refund.
If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow returns procedures set out above.
When returning items you are recommended to keep a proof of posting and a tracked service. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.
Goods damaged in transit to you will be refunded or replaced or added to your next order.
If you refuse a parcel at the door without a valid reason ( i.e damaged parcel ) then when it returns to us we will refund you the order minus the shipping cost to ship to you, and also minus the shipping cost to return it back to us.
Please inform us of any damaged goods within 48 hours of receiving the order. Photographic evidence of damage is required.
Items returned to us that arrive to us damaged or are lost in transit will not be credited.
If your order fails to be delivered due to not being home, the courier will attempt twice to deliver it and will also leave a card through the door, if you do not respond and the parcel is returned to us, you will need to pay again for delivery or if we refund the order our shipping costs to ship your parcel to you plus the return shipping costs will be deducted from your refund.
If you are outwith the UK and you fail to pay customs charges to your customs agency and the parcel is returned, we will refund the order minus all shipping charges and return shipping charges.