At Kandleco we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a comprehensive returns policy that adheres to the consumer rights and regulations of the UK. Please read the following policy carefully to understand your rights and obligations:

Eligibility:

Initiating Returns or Exchanges: If you wish to initiate a return or exchange, please do so by contacting us at support@kandleco.uk. within 14 days of receiving your order. This time frame ensures that you have adequate time to assess your purchase.

Product Condition: To be eligible for a return or exchange, the candles must remain in their original packaging and unused condition. We appreciate your understanding in maintaining the product's original state.

Proof of Purchase: For all return or exchange requests, you must provide proof of purchase, which includes the order number or receipt. This step helps us verify your transaction and process your request accurately.

Refund or Exchange Options:

Flexible Options: Depending on your preference and product availability, you have the choice to receive either a refund or an exchange for the returned item(s).

Refund Process: Refunds will be issued to the original payment method used during the purchase. This process ensures a smooth transaction for both parties.

Return Shipping Responsibility:

Return Shipping Costs: Customers are responsible for covering the return shipping expenses, unless the return is prompted by a faulty or damaged product.

Shipping Method: To guarantee the safe return of the item(s), we strongly recommend utilizing a tracked shipping service as well as a sufficient shipping box/package/container (feel free to utilise the original shipping box the order was sent in, provided that you remove and replace the original shipping label). This enables us to monitor the shipment's progress and ensures your protection.

Refund Processing Time:

Timely Processing: Once we receive and inspect the returned item(s), we will process your refund or exchange request. Please allow a period of 5-7 business days for the refund to reflect in your account or for the exchanged item(s) to be dispatched.

Damaged or Faulty Products:

Immediate Contact: In the event that you receive a damaged or faulty product, please contact our dedicated customer support team without delay.

Providing Information: For a swift resolution, kindly provide comprehensive information and photographs, if applicable. This information will aid us in addressing the issue promptly.

Resolution: We are committed to resolving cases of damaged or faulty items diligently. Depending on the circumstances, we will either offer a replacement or issue a refund for the affected item(s).

Exceptions and Limitations:

Personalized or Customized Candles: Unless a manufacturing defect is present, personalized or customized candles are not eligible for returns or exchanges.

Promotional or Discounted Items: Items purchased under promotional or discounted offers are considered final sale and are not eligible for return or exchange.

Customer Support:

Should you have any queries or require assistance with your return or exchange, please feel free to reach out to our dedicated customer support team at support@kandleco.uk.

Our customer support team is ready to provide guidance and support throughout the returns process, ensuring a smooth experience for you.

Please note that our returns policy is in compliance with the consumer rights and regulations of the UK. Your statutory rights as a consumer are not affected. We reserve the right to amend or update this policy as necessary, and any changes will be reflected on our website.

Thank you for choosing Kandleco UK Ltd. We appreciate your support and look forward to providing you with exceptional products and service.