Refund policy

 Returns

At Handmade Welsh Candle, we hope that you will love your purchase! Should there be any reason that you are not entirely satisfied, you may return your purchase to us for a full refund provided that:

The goods are unused and in their original packaging

You tell us that you wish to return your goods within 21 working days from the date you receive your goods

You return them to us, Goods are returned at your own expense and we advise you to obtain a certificate of posting when returning any goods.

When we pack your order prior to despatch, we will include with it, a delivery note giving details of your order, including the description of each item and the quantity delivered. If for any reason the descriptions or quantities you receive are different to the delivery note, please contact us immediately by emailing hello@welshcandle.co.uk or alternatively calling us on 01656 667510.

Address for returns:

Handmade Welsh Candle.

3, The Rhiw Shopping Centre

Bridgend

CF31 3BL

Tel : 01656 667510

1. 1. Returning Items to Handmade Welsh Candle

      1. Step 1 - Contact Us at Handmade Welsh Candle

Should you wish to cancel your order, and we have not informed you that your order has been despatched please inform us of your decision as soon as possible. This will prevent the goods being sent out to you and we can offer a refund more quickly, and without you having to return the order to us.

Should you wish to cancel an order after we have despatched the order to you, you must inform us of this intention within 21 working days following the date you receive the order. We recommend you inform us by emailing hello@welshcanndle.co.uk or by calling us on 01656 667510 although you may use any other clear statement to inform us of your intention to cancel.

We do not recommend Social Network (Facebook, Twitter etc) posts as a method of cancellation. Any notice you send after this period shall not be effective to entitle you to return your goods or receive a refund. Please note: We cannot accept any goods to be returned for refund if they have been used, or are in a condition other than sent to you originally.

Please provide full details of your name, goods you wish to return and your original customer order number quoted on the delivery paperwork or in the order section of the website.

1. ​Step 2 - Returning Your Goods

When returning your goods, please ensure the package has been securely sealed and has been packed to prevent damage during transit, ideally in our original shipping materials. Please provide full details of your name and your original customer order number quoted on the delivery paperwork or in the order section of the website. This will help us match up the return to your account. 

Please send it to the address below: 

Handmade Welsh Candle

3 The Rhiw Shopping Centre

Bridgend

CF31 3BL

Please note, when you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit. 

1. ​Step 3 - Returns Received

On receipt of your returns, we will examine them and an appropriate refund will be calculated. 

We will refund the price you paid for the goods (including the initial cost of basic delivery if you were charged), but not the cost of the postage you might incur to return the goods to us. We reserve the right to deduct an amount from your reimbursment if you have dimished the value of the goods beyond what which is necessary to establish their nature, characteristic or function.

If you cancel your order but do not return the goods to us within 21 days, or provide proof of return, we will be entitled to recover the goods from you along with any associated costs of recovering the goods from you. You should be aware that these costs may exceed the cost of returning the goods to us. Until such goods are returned to us, you are advised to take all reasonable care to ensure that the goods are stored safely to prevent damage to them.

1. ​Step 4 - Refunding Your Money

We will process your refund accordingly and advise you when the refund has been completed.

Refunds will be made via the same method used for the original payment eg. Wix Pay, Paypal etc. We will refund your money within 14 days of receiving the goods back to us.

Your statutory rights remain unaffected.

1. ​Damaged Items

We're so sorry if there is a problem with a product. We try to ensure our products are as secure as possible during transit, but our products are handmade. Please email us your order number along with a picture of the damaged item and we'll try to resolve this as quickly as possible.