Refund policy

Returns & Refunds

We want you to be happy with your purchase from Kerrisons Luxury Candles. If you need to return an item, please contact us before sending anything back.

Change-of-mind returns

If you change your mind about your purchase, you can request a return within 30 days of receiving your order, provided the item is unused, undamaged and in its original packaging.

For online purchases, your statutory cancellation rights also apply. You normally have 14 days from the day after receiving your goods to tell us that you wish to cancel your purchase. You then have a further 14 days to return the goods.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Unless the item is faulty, damaged, incorrect, or applicable law requires otherwise, the customer is responsible for the cost of returning an item for a change-of-mind return.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your candle or other product arrives damaged, faulty, or you have received the wrong item, please contact us as soon as possible with details of the problem and photographs where appropriate.

We will assess the issue and arrange an appropriate remedy in accordance with your statutory consumer rights.

Condition of returned items

Returned items should be unused and in their original packaging where applicable. We reserve the right to make a reasonable deduction where an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, where permitted by law.

Refunds

Once an approved return has been received and checked, we will process the refund using the original payment method.

Where you exercise your statutory cancellation right, refunds will be made in accordance with applicable UK consumer law. This normally includes the cost of the standard delivery service originally selected, where applicable.

Refund processing times can vary depending on your payment provider.

Exclusions and statutory rights

Nothing in this policy affects your statutory rights as a consumer. If a product is faulty, not as described or does not meet the requirements of applicable consumer law, you may have additional rights to a repair, replacement, price reduction or refund.