Refund policy

Refund Policy

 

Cancelling your order:

If you wish to cancel your order please email us at hello@theweescottishcandlecompany.co.uk. with details of your cancellation. If your order has not yet been picked we will refund the full amount on the original payment method as soon as is reasonably possible. This may take up to 10 business days but is usually sooner. If you have already received the products you must carefully repackage and return them to us at the returns address shown below. 

Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will credit the price of the cancelled products once we have received and checked that they are in a re-saleable condition. We will not refund any postage costs incurred.

 

Returns:

We have a 30-day return policy, which means you have 30 days after receiving your items to request a return and send it back to us. We will not be able to refund you if your order is not received back within the 30 days or in a re-saleable condition.

To be eligible for a return, your item must be in the same condition that you received it, unused, with labels, uncontaminated and in its original packaging. Please note that wax melts are not refundable due to their perishable nature, unless they are faulty or damaged. To start a return, you can contact us at hello@theweescottishcandlecompany.co.uk.

We politely request that you do not send back any items before contacting us to request the return/refund. If your return is agreed, we will ask you to send your item(s) to:

The Wee Scottish Candle Company, John Player Building, Stirling Enterprise Park, Stirling, FK7 7RP.

You can always contact us for any return question at hello@theweescottishcandlecompany.co.uk.

 

Exchanges:
We are unable to exchange items. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact us to arrange this.

 

Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@theweescottishcandlecompany.co.uk.

 

Damages or/and issues:
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will require photographs of any damage reported. 

We will either replace the goods or arrange a refund as appropriate. We will also pay you the cost of the return postage. You will need to obtain a proof of posting certificate from the Post Office for us to be able to refund your postage costs.

For all goods returned, we recommend that you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery) as you will be responsible for the goods until they are received by us. If the products are retuned to us in a damaged condition, we will not be able to refund you. Additionally, we do not accept liability for items customers are returning which have gone missing in transit.

Any items not meant to have been received must remain unused and in their original packaging until the error has been resolved. 

Please note, if the item appears to have been dropped or misused after delivery, we may not be able to process a refund.

In the unlikely event that a product becomes faulty during use, it is important that the care & use included with your order has been followed. To help us resolve the issue, we’ll need clear photos and may request additional details. If the product has been misused or the care instructions haven’t been followed, we won’t be able to offer a refund or replacement.

 

Exceptions / non-returnable items:
Wax melts are non-refundable due to their perishable nature unless they arrive faulty or damaged.

All of our fragranced wax products contain natural plant based wax, therefore, natural imperfections may be visible before or during use. This can include minor cracks, frosting or colour changes. This is a natural occurrence in soy wax and can vary from fragrance to fragrance. This will not affect the performance of the wax melts or candles and therefore are not considered to be damaged or faulty.

Please ensure you follow all of the care & use guidance provided on each item to ensure you achieve the best performance from our products.  

Unfortunately, we cannot accept returns on sale items.