Refund policy

Online Refund Policy (B2C)

1. Introduction

We want you to be completely satisfied with your purchase. This Refund Policy explains your rights when shopping with us online and how to return items if needed. Nothing in this policy affects your statutory rights under UK consumer law.

2. Your Right to Cancel (Change of Mind)

For most products bought online, you have a 14‑day cooling‑off period.

  • You have 14 days from receiving your order to tell us you want to cancel.
  • You then have another 14 days to return the item.
  • We will refund you within 14 days of receiving the returned goods.
  • Refunds include the standard delivery cost you paid at checkout.

Items Not Eligible for Change‑of‑Mind Returns

Unless faulty, the following cannot be returned:

  • Personalised or custom‑made items

3. Faulty or Defective Items

If your item is faulty, damaged, or not as described, you are entitled to the following:

Within 30 Days

You may reject the item and receive a full refund.

After 30 Days and Within 6 Months

You are entitled to a replacement.
If this is not possible, you may request a refund.

After 6 Months

You may still be entitled to a  replacement, but you will need to show that the fault/damage was present at the time of delivery.

4. How to Return an Item

To start a return, please contact us at admin@candlesonthweb.co.uk with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

We will provide return instructions and a return address.

Return Costs

  • If the item is faulty, damaged, or incorrect: we cover return postage.
  • If you are returning due to change of mind: you are responsible for return postage.
  • We are happy to arrange the return for you and the cost will then be deducted from your refund.

5. Refunds

Once we receive your returned item, we will:

  • Inspect the item
  • Process your refund within 14 days
  • Refund to your original payment method

Please note:
We may make a deduction if the item has been handled beyond what is necessary to check its condition.

6. Contact Us

If you have any questions about this policy or need help with a return, you can reach us at:

admin@candlesonthweb.co.uk
Tel no.  020 7736 0740
COTW, 50 New Kings Road, London.  SW6 4LS