Refund policy

Refund and Returns Policy

We want you to love your Opulent Wick Candle Company order. If something is not right, please get in touch and we will do our best to put it right.

Changed Your Mind

Under the Consumer Contracts Regulations, you have 14 days from the day you receive your order to let us know you wish to cancel it. You then have a further 14 days to send the items back to us.

To cancel, email us at hello@opulentwickcandle.co.uk

with your order number and which items you wish to return. You do not need to give a reason.

Condition of Returned Items

Items should be returned unused and in their original packaging, in a condition that allows us to resell them.

You are welcome to open a product to inspect it, as you would in a shop. However, if an item has been used, burned or handled beyond what is necessary to inspect it, we may reduce your refund to reflect the loss in value.

Return Postage

Unless an item is faulty or was sent in error, you are responsible for the cost of returning it to us.

We strongly recommend using a tracked service and retaining proof of postage. Until a returned parcel reaches us, it remains your responsibility, and we cannot issue a refund for a return we have not received.

Refunds

Once your return arrives and has been checked, we will process your refund within 14 days. Refunds are issued to the original payment method.

Please allow a few additional working days for the funds to appear, depending on your bank or card provider.

Where you have cancelled an entire order, we will also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the standard rate only. Where you return only part of an order, delivery charges are not refunded.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, please email us within 48 hours of delivery with your order number and a photograph of the item. We will arrange a replacement or a full refund, including return postage.

Under the Consumer Rights Act, if an item is faulty you have 30 days from receiving it to reject it and claim a full refund. After 30 days, you remain entitled to a repair or replacement.

Please note that wax can soften or change shape in warm weather or in direct sunlight. This is normal, does not affect the fragrance or performance of the product once it has cooled and reset, and is not considered a fault.

Slight variations in colour, shape and finish between batches are a natural result of hand-pouring in small quantities and are not faults.

Bespoke and Personalised Items

Bespoke, personalised and made-to-order items — including wax melt bouquets, wedding favours, baby shower favours, gender reveal candles and hen party favours — are created specifically to your requirements.

For this reason they are exempt from the 14-day cancellation right and cannot be returned unless they are faulty or not as described. This does not affect your statutory rights in relation to faulty goods.

If you need to cancel a bespoke order, please contact us as soon as possible. If work has not yet begun we will do our best to help, though any deposit may be non-refundable.

Cancelling Before Dispatch

If you wish to cancel a standard order before it has been dispatched, contact us as quickly as possible and we will cancel it and refund you in full.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original for a refund and place a new order.

Sale and Discounted Items

Items bought in a sale or with a discount code can be returned on the same terms as full-price items. Refunds are issued at the price actually paid.

Where a discount was applied for buying a set quantity, such as a multibuy bundle, returning part of that bundle may mean the discount no longer applies. In that case the remaining items are refunded at the value of the discount actually received.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

Return Address

Please contact us before sending anything back, so we can confirm the correct return address and expect your parcel.

Contact Us

For anything at all relating to returns or refunds, email hello@opulentwickcandle.co.uk and we will be happy to help.

This policy does not affect your statutory rights.