Refund policy

Returns

At The Bournville Candle Company we take extra care and attention in the making of each of our candles, wax melts and reed diffusers to ensure we deliver a high quality product our customers will enjoy.  However if for any reason you are unhappy with your purchase, please do not hesitate to get in touch with us. 

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.  To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.

To start a return, you can contact us at bournvillecandleco@outlook.com.  If your return is accepted, we’ll send you instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted.

Please include in your package a signed letter stating the reason for your return and the original receipt.  We recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit.  We do not cover postage costs for returned items at this time.

Please note that we may require images and/or videos of any damage for our records.

You can always contact us for any return questions at bournvillecandleco@outlook.com. 

 

Please do reach out if you have any concerns, comments or questions, we are here to help you make the most of, and enjoy, your products to the fullest.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalised items), and personal care goods.  We also do not accept returns for hazardous materials, flammable liquids, or gases.  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Exchanges are agreed on a case by case basis.  If approved that an exchange can take place, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, sent at your own cost, and let you know if the refund was approved or not.  If approved, you’ll be automatically refunded on your original payment method.  Please remember it can take some time for your bank or credit card company to process and post the refund too.