Refund policy

We will always do our best to ensure that you receive the right product ordered.

Sometimes, however, mistakes do happen and we are keen to resolve them for you as quickly as possible.

Please click on this form to start a return process

Please email our customer care team at refund@candlesandoud.com.

Please, state or include the following information: name, email address, order number, product code and reason for return.

Then let us know whether you would like a refund, an exchange or a replacement.

Refunds, exchanges or replacements are processed when we receive the product back.

We strongly advise that you obtain proof of postage receipt when sending your item back to us.

Please ensure that all items being returned are complete, unopened and resalable with original packaging, and are securely sent. 

We offer a full refund and exchange on packaged, sealed items that are received in a resalable condition within 14 working days of purchase. 

Exceptions are oil custom-filled bottles in clear. No refund on promotional, reduced or discounted items.

 

Payment Refund

When returning goods to customer services, refunds will be paid onto the same method of payment used on the original order. 

The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.

Money-Back Guarantee Terms and conditions

Our Money Back guarantee is essentially a simple guarantee that, if you are not satisfied with our product, a refund will be made.

We are proud and confident about the quality of our products, therefore we offer you this guarantee for a piece of mind.

Note: This guarantee does not cover Fragrance oils, but sprays. The product should be unused and unpacked and return fees are covered by the buyer.

We recommend you order a sample together with your product, so you can double-check the fragrances before actually opening the main box or product bag etc.