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.
Lost Parcel & Replacement Policy
If an order is reported as lost in transit and a replacement is issued, the replacement is sent as a goodwill resolution.
Please note:
Replacement items are non-refundable
Refunds will not be issued for replacement orders
If both the original and replacement deliveries are received, the customer must notify us immediately
Any attempt to return a replacement for a refund will be declined
This policy is in place to protect against fraudulent claims.
Terms for Black Friday/Cyber Monday Promotional Purchases
BFCM Promotional Purchase Policy:
At Candles & Oud, we strive to bring you the best deals and products, especially during our Black Friday and Cyber Monday (BFCM) sales events. We understand how exciting these promotions are for our customers, and we work diligently to ensure that each order is processed efficiently due to the high volume during this period.
Final Sale on BFCM Promotions:
To maintain this efficiency and offer these significant discounts, please be aware that all BFCM promotional purchases are considered final. This means that we are unable to accept returns, issue refunds, or facilitate exchanges for any items bought as part of our BFCM sales.
We encourage our customers to:
Carefully review product descriptions, specifications, and sizes before making a purchase.
Reach out to our customer support for any clarifications or assistance before completing your order.
Your Satisfaction is Our Priority:
While BFCM promotional purchases are final, our commitment to your satisfaction remains unchanged. If you have any concerns or require support, our customer service team is here to help.
For any queries regarding your BFCM purchases or for assistance with any other matter, please contact us at ask@candlesandoud.com
This policy is effective from 17 November 2023 to 20 December 2023. For our general refund and return policies, please refer to the relevant sections of our privacy policy.
Thank you for your understanding and for participating in our BFCM sales. We hope you find exceptional value and delight in our products.
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.