Refund policy
We hope you love your order from Wish Upon A Candle Co. If you change your mind or there is a problem with your order, please read the information below before returning any products to us.
Nothing in this policy affects your statutory consumer rights.
Change of Mind Returns
If you have purchased from us online and change your mind, you have 14 days from the day you receive your order to let us know that you wish to cancel and return it.
Once you have notified us, you then have a further 14 days to return the goods to us.
To request a return, please email sales@wishuponacandleco.com with your order number before sending your items back.
For change-of-mind returns, you are responsible for arranging and paying the cost of returning your order to us.
We do not provide prepaid return labels for change-of-mind returns and return postage costs will not be reimbursed.
Condition of Returned Items
You may inspect products in the same way you reasonably would when purchasing them in person.
Returned products should be securely packaged and returned with their original packaging where reasonably possible.
If a returned product has been handled beyond what is reasonably necessary to inspect it, or has been used or damaged resulting in a reduction in its value, we reserve the right to make an appropriate deduction from the refund where permitted by applicable consumer law.
Products that have been substantially used, damaged or otherwise returned in a condition that significantly reduces or removes their value may receive a reduced refund where permitted by law.
Returning Your Parcel Safely
If you arrange your own return postage, you are responsible for ensuring that the products are packaged carefully and securely to protect them during the return journey.
We strongly recommend using a tracked and appropriately insured postal or courier service and retaining your proof of postage and tracking information until your refund has been completed.
If a return parcel is lost or damaged while being transported by a postal or courier service arranged by you, you may need to make a claim directly with that carrier.
If required, we can provide reasonable evidence, including photographs, showing the condition in which a returned parcel or product was received to assist with a carrier claim.
Refunds
Once your return has been received and inspected, we will process any refund due to your original payment method.
Return postage costs for change-of-mind returns are not refundable.
Where you cancel and return your entire online order under your statutory cancellation rights, the cost of our standard outbound delivery service will be refunded where required by applicable consumer law.
If you selected an upgraded, express or premium delivery service, we are not required to refund any additional amount paid above the cost of our standard delivery service.
Where only part of an order is returned, the original delivery charge will not normally be refunded where the delivery cost would have been the same for the products you have kept.
Where your original order qualified for free delivery, there is no original delivery charge to refund.
Refunds will be processed within the time required by applicable consumer law.
Once we have issued a refund, your bank, card provider or payment provider may take additional time to show the funds back in your account. This processing time is outside of our control.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or you have received an incorrect item, please contact us at sales@wishuponacandleco.com as soon as possible with your order number and photographs showing the issue.
Please contact us before returning a faulty, damaged or incorrect item so that we can advise you on the appropriate return method.
Where goods are faulty, not as described or otherwise do not meet your statutory rights, we will provide the appropriate remedy in accordance with applicable consumer law.
Where a return is required because an item is faulty or because of an error on our part, we will arrange the return or reimburse reasonable return postage costs where required by law.
Please do not independently arrange an expensive or premium return service without contacting us first, as we may not be able to reimburse return costs above the cost of a reasonable standard return service.
Damage caused after delivery through misuse, accidental damage, failure to follow product safety or care instructions, or normal wear and tear is not considered a manufacturing fault.
Candles, Wax Melts & Home Fragrance Products
For change-of-mind returns, products must be returned unused and in a condition suitable for resale, subject to your statutory right to inspect goods where applicable.
In particular:
- Candles must not be lit or burned.
- Wax melts must not be melted or used.
- Room sprays must not be sprayed or used.
- Fragrance and diffuser oils must remain unused and the tamper-evident safety seal must remain intact.
- Car air fresheners must remain unused. The bung/stopper must not be removed and the product must not have been activated or hung for use.
Please inspect products without using, burning, spraying, melting or activating them.
Where a product has been used, opened beyond what is reasonably necessary to inspect it, had a safety or tamper seal removed, or otherwise been handled in a way that reduces its resale value, we may make a deduction from the refund to reflect the resulting loss in value, up to and including the full value of the affected product where permitted by applicable consumer law.
For hygiene, safety and product-integrity reasons, certain sealed products may also be exempt from change-of-mind cancellation rights once their seal has been broken where the applicable consumer law allows this.
These restrictions apply to change-of-mind returns only. They do not affect your statutory rights if a product is faulty, damaged when received, incorrectly supplied or not as described.
Sale, Discounted & Promotional Items
Items purchased during a sale, discount event or promotional offer can be returned under the same change-of-mind return conditions set out in this policy, provided the return falls within the applicable cancellation period.
Any refund will be based on the amount actually paid for the returned item, after any discounts or promotional reductions have been applied.
If a discount was conditional on purchasing a certain quantity or spending a certain amount, returning part of the order may mean that the remaining items no longer qualify for that offer. Where permitted by law, your refund may therefore be recalculated to reflect the price that would have applied to the items you have kept.
For example, if you purchase products as part of a multi-buy, bundle or “buy more, save more” promotion and return only some of those products, the refund will take into account the promotional pricing of the original order and the products you have chosen to keep.
Products marked as clearance, reduced or sale items are not automatically excluded from returns simply because they were discounted. Your normal statutory cancellation rights still apply to online purchases where applicable.
All returned sale and promotional products must meet the same return condition requirements outlined elsewhere in this policy.
This does not affect your statutory rights if an item is faulty, damaged when received, incorrectly supplied or not as described.
Wonky Shop Items
Our Wonky Shop contains products that do not meet our usual cosmetic or presentation standards and are therefore offered at a reduced price.
Wonky Shop products may have imperfections such as damaged, marked or misaligned labels, scratches, marks, discolouration, packaging imperfections, cosmetic defects or other minor flaws. The nature and extent of these imperfections will vary between products.
By purchasing an item from the Wonky Shop, you acknowledge that you are knowingly purchasing an imperfect product at a reduced price.
Wonky Shop items cannot be returned, refunded or exchanged on the basis of the faults, imperfections or cosmetic defects that were disclosed as part of their sale.
Please only purchase from the Wonky Shop if you are happy to accept a product that may not meet our usual cosmetic or presentation standards.
Purchasing a Wonky Shop item does not remove any statutory cancellation rights that apply to your online purchase.
This also does not affect your statutory rights if the product develops a fault unrelated to the disclosed imperfection, is unsafe, is materially different from its description, or you receive an incorrect product.
If there is a problem with a Wonky Shop item that is unrelated to its disclosed imperfections, please contact sales@wishuponacandleco.com with your order number and details of the issue.
Personalised & Custom-Made Orders
Products that have been personalised, custom-made or produced specifically to your individual requirements may not be eligible for change-of-mind cancellation or return where an exemption applies under consumer law.
This includes products personalised specifically for you or produced to specifications that you have requested.
This does not affect your statutory rights if the product is faulty, damaged or not as described.
Mystery Products & Bundles
Where a mystery product or mystery bundle is purchased, receiving a fragrance or product that would not personally have been your first choice does not mean that the product is faulty or incorrectly supplied.
Eligible mystery products purchased online may still be returned under your applicable statutory cancellation rights, subject to the same return conditions outlined in this policy.
Where a bundle or multi-product offer is returned only in part, any refund may be recalculated to reflect the promotional terms of the original purchase where permitted by law.
Free Gifts & Promotional Items
If your order included a free gift that was conditional on reaching a particular order value, purchasing a particular product or participating in a promotion, the free gift may also need to be returned if returning other products means the order no longer qualifies for the promotion.
If the promotional gift is not returned, we may deduct its reasonable value from the refund where permitted by applicable law and the terms of the promotion.
Return Address
Please contact us before returning your order.
Returns should be sent to:
Wish Upon A Candle Co Ltd
Unit 1B Trafalgar Industrial Estate
Sovereign Way
Downham Market
Norfolk
PE38 9SW
United Kingdom
We strongly recommend retaining your proof of postage and tracking information until your return has been received and your refund processed.
International Returns
Customers returning orders from outside the United Kingdom are responsible for arranging and paying return postage for change-of-mind returns unless we have agreed otherwise or applicable consumer law requires otherwise.
Return postage costs for international change-of-mind returns will not be reimbursed.
Please package international returns securely and use a tracked and appropriately insured service.
Where appropriate, customs documentation should clearly identify the shipment as RETURNED GOODS.
Any customs charges arising because return documentation has been completed incorrectly by the sender may be deducted from the refund where legally permitted.
If an international order arrives faulty, damaged or incorrect, please contact us before arranging a return so that we can advise you on the appropriate next steps.
Customers remain entitled to any mandatory consumer protections that apply to their purchase.
Orders Returned to Sender
If an order is returned to us by the postal or courier service because delivery was refused, the address supplied was incorrect or incomplete, the parcel was not collected, or delivery could not be completed for reasons outside our control, please contact us so we can discuss the available options.
Where legally permitted, any additional postage costs required to resend an order may be payable by the customer.
Any refund due will be handled in accordance with your applicable statutory rights and the circumstances of the returned parcel.
Exchanges
We do not routinely offer direct exchanges.
If you would like a different product or fragrance, the simplest option is usually to return the eligible unwanted product in accordance with this policy and place a new order separately.
This does not affect your rights in relation to faulty, damaged or incorrectly supplied goods.
Contact Us
If you have any questions about a return, refund or faulty product, please contact us at:
Please include your order number and as much information as possible so that we can help you quickly.
Wish Upon A Candle Co Ltd
Company Number: 14195937
Nothing in this Refund & Returns Policy is intended to exclude or restrict any rights you have under applicable consumer law.
