Refund policy

 

Returns & Refunds Policy – Kandlelights

Last updated: [19 October 2025]

1. Scope

This policy applies to all orders placed online via Kandlelights.
For any inquiries or handling, please contact us only by email at: contact@kandlelights.com.

2. Return Period

Customers have a period of 14 calendar days from the date of receipt of the product to request a return.

3. Product Conditions for Returns

For a product to be eligible for a return, it must meet the following requirements:

  • Be unused, in its original packaging and in a condition suitable for resale.

  • Be not custom-made or personalised (these are excluded unless defective).

  • Not have been lit, activated, used or consumed, unless the product is defective.

4. Return Shipping Costs

If you exercise your right of withdrawal and the product meets the eligibility requirements, the return shipping costs will be borne by the customer.

5. Refunds

  • Once we have received and inspected the returned product, we will process your refund using the same payment method used in the purchase.

  • The refund will be made within 14 calendar days from the date of receipt of the returned product.

6. Defective Products

  • Any defect must be reported within 7 calendar days from receipt by sending images or video to contact@kandlelights.com.

  • If we confirm the defect, you may choose between:

    • A free replacement of the product; or

    • A store credit voucher to use in our shop.

  • In these cases, Kandlelights will cover all shipping costs associated with the return of the defective product.

7. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Email us at contact@kandlelights.com with your order number and reason for return (although justification is not required if within the 14-day period).

  2. You will receive our instructions and, if applicable, a prepaid return shipping label.

  3. Pack the product in its original condition, with intact packaging.

  4. Once we receive and inspect the returned item, we will notify you and process the refund or replacement accordingly.

8. Exclusions

  • Returns are not accepted for candles that have been used, lit, or personalised (unless there is a manufacturing defect).

  • After the 14-day period from delivery has passed, only claims for defects will be accepted under the appropriate guarantee terms.