returns policy.

We hope you love your own products however for any reason should you be unhappy please do email us and we will do all we can to resolve any issues you may be experiencing. We have a dedicated aftercare service that is designed to ensure you are as happy as possible with your purchase. This policy outlines your rights and our terms for returns, exchanges and refunds adhering to relevant consumer protection laws.

Consumer Contract Regulations

Under the Consumer Contracts Regulations, customers are entitled to cancel and return their order within 14 days of receipt for most online purchases. However, please note:

  • Custom made and tailored items are exceptions to these regulations and are non-refundable unless deemed faulty or damaged.

  • All returns or refund requests must be accompanied by proof of purchase, such as your order confirmation or invoice.

White Label Products

For white label products manufactured from our house offering (this includes house vessels and house blends) available to purchase through our online store, we offer a 30-day returns policy, provided the following conditions are met:

  • Items must be returned in an unused, unopened and resellable condition.

  • Returns must be reported as early as possible, and items must arrive with us within the 30-day period.

  • You are responsible for the cost of return shipment.

  • Items returned outside of this time frame are subject to a credit voucher at our discretion.

When returning white label products to us:

  • Items must be packaged securely and safely to prevent damage in transit.

  • If items are damaged during return transit due to insufficient packaging we will refuse a refund.

Once we receive and inspect the returned items:

  • Refunds or exchanges will be processed for eligible returns.

  • For returns outside of the 30-day timeframe, we are unable to issue any refunds.

Please note: The 30-day return policy only applies exclusively to white label products created using our stock house blends and vessels. Custom-made products are exempt from this policy, please see below terms for custom made items.

Custom-Made & Bespoke Private Label Products

Custom made and bespoke private label products are subject to the Tailored Goods and Services Act, which exempts these items from standard return and refund policies. This means:

  • Custom made and tailored goods are non-returnable and non-refundable unless the item is deemed as faulty or damaged.

  • This includes products specifically designed for your brand, such as custom blends, branded items or private label products and services tailored to your specifications.

If your item is faulty or damaged:

  • Notify us within 72 hours of receipt.

  • Provide a detailed description and photographic evidence of the issue.

  • Faulty or damaged items may be returned for a replacement or refund, as appropriate.

Exclusions to Refunds

We reserve the right to refuse a refund or exchange for:

  • Products returned in a used or unsellable condition.

  • Items damaged due to improper handling, packaging, or transit by the customer.

  • Changes of mind for bespoke or custom-made items once production has commenced.

The Tailored Goods and Services Act supports the exclusion of refunds for custom-made items unless they are proven to be faulty or damaged upon delivery. Faulty items must be reported within 72 hours on receiving and returned within 30 days of receipt.

Shipping Costs for Returns

  • For white label product returns, the customer is responsible for covering the cost of return shipping unless the product is deemed faulty or damaged.

  • For faulty or damaged items after sufficient evidence is provided we will allow you to dispose of the items accordingly. If requested, these items may need to be returned to us for further inspection, in which case we will discuss the return process with you via email.

Timeframes for Refunds or Replacements

  • Refunds for eligible returns will be processed within 30 days of receiving and inspecting the item.

  • Replacements or repairs will be initiated within 30 days, subject to stock availability or production schedules.

  • Goods must be returned within the specified 30-day time frame and any requested evidence of damage or fault must be provided within the stated time frame. Returns or claims submitted after this period will not be eligible for a refund or replacement, including claims for damaged products. Failure to return the goods within the specified time frame or failure to provide requested evidence of damage/fault will mean you are no longer eligible for a refund.

  • Any transit damage must be reported within 72 hours of receiving the item, along with supporting photographic evidence. This timeframe is essential to allow us to file a claim with the courier and investigate the issue. Failure to report transit damage promptly or to provide the required evidence will prevent us from raising a claim with the courier, and as a result, a refund or replacement cannot be processed.

If there is a dispute regarding the condition or eligibility of a returned item:

  • We reserve the right to request third-party verification if deemed necessary.

  • If no resolution can be agreed upon, the matter may be escalated to an independent mediator under UK consumer laws.

How to Contact Us

If you wish to return an item or discuss any concerns, email is the best way to reach us. Please contact us at hello@owncandleco.co.uk - Please include your order number and detailed information about the issue and we will get back to you as soon as possible!