Returns Policy

At Candle Castle, we strive for your complete satisfaction. If for any reason you are not entirely pleased with your purchase, our return and exchange policy is designed to offer you peace of mind. We want you to feel confident in choosing from our wide selection of products, knowing that we are dedicated to resolving any concerns you may have.

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You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that it was when received - unused and in its original packaging. 

To start a return, please contact us at support@candlecastle.co.uk quoting your order number and reason(s) for return.  We’ll respond with instructions for returning your item.

For any queries relating to returns or eligibility for refund or exchange, you can contact us at support@candlecastle.co.uk

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List of Non-Refundable or Excluded Items​

Common examples of non-refundable items include:

• Personalised and customised products

• Products which have been used - For example, a Candle that has been lit

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Circumstances When Refunds Are Granted

• Faulty or damaged items – For example, a product arrives broken 

• Not as described – The item doesn’t match the pictures or description

• Not fit for purpose – The goods can’t be used for their intended function.

• Late deliveries – Where we've failed to deliver goods within the promised timeframe.

• Unsafe products – The product is found to be unsafe or poses a health risk.

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Refund Method

We will notify you once we’ve received and inspected your return. If approved, we’ll automatically refund the payment to your original payment method within 10 business days.  If you have not received a refund within 14 days of your refund being approved, please contact us at support@candlecastle.co.uk and we'll resolve the matter as promptly as possible.

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