Returns, replacements and refunds

We put a lot of care into making and packing every order at The Refillable Candle Company. If something doesn’t arrive as expected, we’re really sorry, and we’ll always do our best to put things right.

If there’s an issue with your order, please email us as soon as you can at info@therefillablecandleco.co.uk. Including your name, order number, and a few details about what’s happened will help us resolve things as quickly and smoothly as possible.

Please contact us within 14 days of receiving your order. After this time, we’re unable to offer returns or refunds. We’re a small team, so we can only manage order queries via email, and aren’t able to help with these through social media.

Our turnaround is 10 to 15 working days from order to delivery. We know waiting can be frustrating, but please be assured we’re working hard behind the scenes. If it’s been longer than 15 working days and you haven’t heard from us, please do get in touch and we’ll happily look into it.

Returns & refunds

If a refund is agreed, items will need to be returned unused and in the same condition they arrived in. Return postage costs are covered by the customer.

Refunds are always issued back to the original payment method used at checkout.

If your order arrives damaged

If something has been damaged in transit, we’re genuinely sorry, we know how disappointing that can be. Please email us within three working days of delivery and we’ll arrange a replacement as quickly as we can.

We may ask for a photo of the damage, and in some cases ask you to safely return the item to us.

If an item is faulty

If you think an item is faulty, please email us within three working days of receiving your order. We’ll usually ask for it to be returned, and once it’s back with us we’ll issue a refund, including any return postage costs.

If your order hasn’t arrived

All orders are sent via Evri.

Please email us if:

- It’s been more than 15 working days since you placed your order and you haven’t received a completion email

- You received a completion email more than five working days ago, but your order hasn’t arrived

If a parcel is confirmed as lost, we’ll replace it as soon as possible. We may ask for your help with a little information so we can follow things up with Evri and keep everything moving.

Changing your mind

If you change your mind before your order has been dispatched, email us as soon as possible and we’ll do our best to help.

Once an order has been delivered, we’re unable to accept returns due to a change of mind.

Scent choices

Because scent is such a personal thing, we’re unable to offer refunds if you don’t like the fragrance you’ve chosen.

Allergies

All of our products meet relevant safety legislation and are fully tested and certified. Ingredients are listed on our website, so if you have allergies, please check these carefully before ordering. We’re unable to offer refunds once an order has been received.

Refund processing

If you’re due a refund, we’ll confirm this with you and process it the same day. It can take a few working days to show in your account, depending on your bank or payment provider.

If it’s been more than a week since we confirmed your refund and it hasn’t appeared, your bank, card provider, or PayPal will usually be able to help first. Once you’ve checked with them, we’re always happy to look into it further if needed.

Last updated: January 2026