Returns & Refunds Policy

Returns & Refunds Policy

This Returns & Refunds Policy applies to orders placed through our website https://acandlecollection.com, operated by Candle Room Ltd, 34-35 Hatton Garden, London EC1N 8DX, United Kingdom.

1. Right to Cancel

You have the legal right to cancel your order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations 2013. To exercise this right, please notify us by email at hello@acandlecollection.com within the 14-day period.

2. Conditions for Returns

  • Products must be returned unused, in their original packaging, and in a condition suitable for resale. If packaging is damaged or missing, we may deduct the cost of replacement packaging from the refund.
  • Returns must be sent back within 14 days of notifying us of your cancellation.
  • You are responsible for the return shipping costs unless the item is faulty or incorrect.
  • Faulty or damaged products: if you believe your product is faulty, please contact us as soon as possible ( ideally within 48 hours of receiving it ). We may request photo or further information to assess the issue before a refund or replacement is issued.

3. Non-returnable Items

We cannot accept returns of:

  • Products that have been used, opened or lit, unless they are proven to be faulty
  • Products that have been personalised or made to your specification.

4. Refunds

  • Once we receive and inspect your return, we will process your refund within 7 working days after receiving the returned item.
  • Refunds will be issued to the original payment method.
  • Delivery charges will be refunded only if the entire order is returned.

5. Damaged or Faulty Products

If your order arrives damaged or faulty, please contact us at hello@acandlecollection.com within 48 hours of delivery. We may request photos of the damaged item before issuing a replacement or refund.

6. Contact

If you have any questions about this policy or need assistance with a return, please contact:

  • Email: hello@acandlecollection.com
  • Phone: 0208 058 8857 (Monday - Friday)
  • Address: Candle Room Ltd, 34-35 Hatton Garden, London EC1N 8DX, United Kingdom

*A Candle Collection is operated by Candle Room Ltd.

We are committed to resolving any issues promptly and fairly.

 

This policy was last updated on 24/11/2025.