Refund policy

Refund & Returns Policy

Last updated: 7 September 2026

This policy explains how cancellations, change-of-mind returns, faulty goods, damaged deliveries and our voluntary 30-Day Emilie Promise are handled.

This policy applies to consumer purchases made from emiliecandle.com and delivered to customers in the United Kingdom, European Union and United States.

Consumer rights differ between countries. Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot lawfully be excluded under the law that applies to your purchase.

1. Contact details

Trading name: Emilie Pearled Candle
Legal business name: Artur Prohas T/A Emilie Candle
Email: hello@emiliecandle.com
Business contact address: 24 Fleming Avenue, Southampton SO52 9AW, United Kingdom
Return address: Provided after you contact us about your return

Please contact us before sending any product back. We will provide the correct return address and any instructions that apply to your return.

Our business contact address is not necessarily our returns processing address. Do not send products to an address shown on a parcel label or to our business contact address unless we have specifically instructed you to do so.

For customers in the United Kingdom or European Union, contacting us for return instructions does not make the exercise of any statutory cancellation or withdrawal right dependent on our approval.

2. Change-of-mind returns — United Kingdom and European Union

Your first 14 days

For most eligible goods purchased online, customers in the United Kingdom and European Union have a statutory right to cancel or withdraw from the purchase without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you receive the goods.

A clear statement by email or through our Contact Us page is sufficient. UK and EU customers may also use the model cancellation and withdrawal form at the end of this policy, although using that form is not required.

After notifying us, you must send the goods back without undue delay and no later than 14 days after the day you informed us of your decision to cancel.

You are responsible for the direct cost of returning change-of-mind goods unless we have agreed otherwise or applicable law requires us to pay the return cost.

Certain exceptions apply, including genuinely personalised or bespoke products as explained below.

3. Change-of-mind returns — United States

For customers in the United States, we voluntarily accept eligible change-of-mind returns where:

  • you contact us within 30 days of delivery;

  • the product is unused and has not been burned or materially altered;

  • the product is complete;

  • all components supplied with the product are returned; and

  • the product is in a condition that allows it to be reasonably resold.

You are responsible for the cost of returning the product to us.

For an eligible voluntary US change-of-mind return, we will refund the price paid for the returned product.

Original outbound delivery charges are not refunded for voluntary US change-of-mind returns unless required by applicable law or we have expressly agreed otherwise.

Genuinely personalised or bespoke products may be excluded from voluntary change-of-mind returns.

This voluntary policy does not limit any rights you may have under applicable federal or state consumer law.

4. Condition of returned products

UK and EU statutory cancellation period

During the statutory cancellation or withdrawal period, you may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you could reasonably inspect it in a shop.

You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

For Emilie products, actions such as:

  • lighting a wick;

  • burning wax;

  • using a vessel with a flame;

  • adding fragrance, essential oils or other materials;

  • mixing foreign materials into the wax;

  • contaminating the wax;

  • consuming supplied wicks; or

  • otherwise materially using or altering the product

will normally go beyond what is required to inspect the product and may significantly reduce its resale value.

Where permitted by law, an appropriate deduction may therefore be made from a change-of-mind refund to reflect the reduction in value.

Opening packaging alone does not automatically remove statutory cancellation rights where those rights apply.

Voluntary returns

For voluntary returns made under our 30-Day Emilie Promise outside the statutory UK or EU cancellation period, and for voluntary US change-of-mind returns, the product must be unused, unlit, complete and in resaleable condition.

This section applies only to change-of-mind returns. It does not remove your rights where goods are faulty, damaged, incorrect or not as described.

5. Return delivery costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless:

  • we have expressly agreed to pay the return cost; or

  • applicable law requires us to do so.

We strongly recommend using an appropriate tracked service and retaining proof of postage.

Products should be packaged carefully to prevent damage during their return journey.

If goods are faulty, damaged, incorrect or not as described, we will provide appropriate instructions and will cover reasonable return costs where required by applicable law.

International returns

Customers returning goods to the United Kingdom from the European Union or United States should follow the return and customs instructions we provide.

Returned parcels should be accurately declared as returned merchandise where appropriate. Incorrect customs declarations may cause delays or additional charges.

Do not send an international return until you have received the correct return address and instructions from us.

6. Refunds for UK and EU statutory cancellations

Where a UK or EU customer validly exercises their statutory cancellation or withdrawal right, we will refund:

  • the price paid for the eligible returned goods; and

  • where applicable, the cost of the least expensive standard outbound delivery option we offered for the order.

If you chose an upgraded, express, premium or otherwise more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.

We may withhold the refund until:

  • we have received the returned goods; or

  • you provide evidence that the goods have been sent back,

whichever happens first.

The refund will be made without undue delay and within the period required by applicable law.

Refunds will normally be made using the original payment method unless another method is expressly agreed.

Where permitted by law, we may deduct an amount reflecting any reduction in value caused by handling beyond what was reasonably necessary to inspect the goods.

7. Refunds under our voluntary return policy

For eligible voluntary returns, including:

  • UK and EU returns accepted between day 15 and day 30; and

  • US change-of-mind returns accepted within 30 days,

we will refund the price paid for the eligible returned product after the return has been received and checked.

Unless the product is faulty, damaged, incorrect or not as described:

  • you are responsible for the return delivery cost; and

  • the original outbound delivery charge is not refunded under this voluntary return policy.

Refunds will normally be issued to the original payment method.

8. Personalised, bespoke and made-to-order products

Statutory or voluntary change-of-mind rights may not apply to goods genuinely made to your individual specifications or clearly personalised for you.

A standard Emilie product being prepared, mixed, cast, finished, assembled or packed after an order is placed does not automatically make that product personalised or bespoke.

Where a product is genuinely personalised or manufactured to an individual specification in a way that affects your cancellation rights, this will be made clear before purchase where required.

This exclusion does not remove your rights where a product is faulty, damaged, incorrect or not as described.

9. Faulty, incorrect or misdescribed goods

Products must comply with the consumer laws that apply to your purchase.

If you believe an Emilie product is faulty, incorrect, unsafe or materially different from its description, contact us at hello@emiliecandle.com with:

  • your name;

  • order number;

  • the product concerned;

  • a clear description of the issue; and

  • photographs or a short video where relevant.

We may use photographs or video to understand the problem and determine whether a return is necessary.

United Kingdom

UK consumers have rights relating to goods that are not of satisfactory quality, fit for purpose or as described.

Subject to the applicable legal requirements and circumstances, this may include a short-term right to reject qualifying faulty goods within 30 days and, after that period, rights relating to repair, replacement, price reduction or final rejection.

European Union

EU consumers benefit from the legal guarantee provided under EU and applicable national consumer law.

As a minimum under EU rules, qualifying goods are generally protected by a two-year legal guarantee against lack of conformity.

Depending on the circumstances, remedies may include repair or replacement free of charge and, where the legal conditions are satisfied, a price reduction or refund.

Individual EU Member States may provide additional or longer consumer protections.

United States

US customers retain any rights and remedies available under applicable federal and state consumer protection and warranty laws.

Nothing in this policy limits a remedy that cannot lawfully be excluded.

10. Orders damaged during delivery

Please contact us as soon as reasonably possible if an order arrives damaged.

Include where possible:

  • your order number;

  • photographs of the outer parcel;

  • photographs of the internal packaging;

  • clear photographs of the damaged product; and

  • a description of what happened.

Please keep all packaging until we have reviewed the claim. We may need photographs or packaging information to investigate the issue with the carrier.

Do not return damaged goods until we have confirmed the correct process.

Where the damage is our responsibility or the responsibility of the delivery service, we will provide an appropriate resolution in accordance with applicable law.

11. Handmade products and natural variation

Many Emilie vessels and selected products are made, cast or finished individually.

Small differences in:

  • shade;

  • texture;

  • pattern;

  • surface appearance;

  • dimensions; and

  • finish

are natural characteristics of handmade and small-batch production and are not normally considered faults.

These natural variations do not cover substantial damage, structural defects, incorrect products or a material departure from the product description.

Please contact us if you are unsure whether something you have received represents normal handmade variation.

12. Fragrance, colour and personal preference

Fragrance perception is subjective.

A fragrance being stronger, softer or different from what you personally expected is not automatically a product fault where the product materially matches its description.

Likewise, minor differences in wax shade, fragrance character or the appearance of handmade vessels may occur between batches.

An eligible unused product may still qualify for a change-of-mind return under the rights or voluntary return policy that applies to your region.

Once wax has been burned, contaminated, mixed with other materials or otherwise materially used, it will not normally qualify for an ordinary change-of-mind return.

This does not affect rights relating to genuine faults or products that do not conform to their description.

13. The 30-Day Emilie Promise

Our 30-Day Emilie Promise is a voluntary support promise offered in addition to your statutory rights.

It applies to eligible purchases in the United Kingdom, European Union and United States.

Unused products

If you contact us within 30 days of delivery and your product is unused, unlit, complete, resaleable and otherwise eligible for return, we will guide you through the return process.

For UK and EU customers, this voluntary promise extends beyond the initial statutory cancellation period.

For US customers, it provides our voluntary 30-day change-of-mind return period.

Unless the product is faulty, damaged, incorrect or not as described:

  • you are responsible for the return cost; and

  • original delivery charges are not refunded under the voluntary part of the promise.

Used products and setup concerns

Using a product does not create a general 30-day change-of-mind right to a cash refund.

However, if you have started using your Emilie product and something does not seem right, contact us within 30 days.

We may first help you check relevant setup factors such as:

  • vessel suitability;

  • wick position;

  • exposed wick length;

  • wick spacing;

  • flame behaviour; and

  • how the pearled wax has been prepared and used.

After reviewing the circumstances, we may provide:

  • care or setup guidance;

  • a replacement component;

  • a replacement product;

  • store credit; or

  • another reasonable resolution.

Where a cash refund, repair, replacement or another remedy is required by applicable consumer law, your statutory rights take priority over the voluntary terms of the Emilie Promise.

What the voluntary promise does not guarantee

The voluntary 30-Day Emilie Promise does not guarantee a cash refund for:

  • simply changing your mind after using the product;

  • fragrance preference;

  • expected handmade variation;

  • unsuitable containers;

  • incorrect setup;

  • failure to follow supplied instructions or safety guidance;

  • accidental damage;

  • misuse; or

  • normal consumption of wax or wicks.

Nothing in the 30-Day Emilie Promise limits rights that cannot legally be excluded.

14. How to request a return or report a problem

Contact us at hello@emiliecandle.com or through our Contact Us page.

Please include:

  • your full name;

  • order number;

  • the product concerned;

  • whether the product has been used;

  • whether you are requesting a change-of-mind return or reporting a problem;

  • a brief explanation; and

  • photographs or a short video where relevant.

For a normal return, we will provide the correct return address and instructions.

Do not send goods to an address shown on the original parcel or automatically return a parcel to the sender address.

UK and EU customers exercising a statutory cancellation or withdrawal right only need to provide a clear statement of their decision within the applicable time limit. Our return instructions do not make that statutory right dependent on our approval.

15. Exchanges

We do not guarantee direct exchanges.

Where an exchange is agreed, availability depends on current stock and handmade production capacity.

In some cases, the simplest process may be to refund an eligible returned product and ask you to place a new order for the replacement item.

Your statutory rights relating to faulty or non-conforming goods are unaffected.

16. Refund processing

Once we issue a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

This payment-provider processing period is outside our control.

Where a refund is subject to a statutory deadline, we will issue it within the period required by applicable law.

17. Statutory rights

Nothing in this Refund & Returns Policy excludes, restricts or replaces consumer rights or remedies that cannot legally be excluded.

In particular:

  • UK consumers retain their rights under applicable UK consumer law;

  • EU consumers retain rights under applicable EU law and the national consumer law of the relevant Member State; and

  • US consumers retain rights under applicable federal and state law.

Where applicable law gives you greater protection than this policy, that law takes priority.

Model cancellation / withdrawal form — UK and EU

This form is provided for UK and EU consumers who wish to cancel or withdraw from an eligible distance contract.

You do not have to use this form. You may instead send us any other clear statement confirming your decision to cancel.

To: Artur Prohas T/A Emilie Candle, trading as Emilie Pearled Candle
Email: hello@emiliecandle.com
Business contact address: 24 Fleming Avenue, Southampton SO52 9AW, United Kingdom

I/We hereby give notice that I/We cancel or withdraw from my/our contract of sale for the following goods:

Ordered on / received on:

Customer name:

Customer address:

Order number:

Signature (only if this form is submitted on paper):

Date:

Important: The business contact address above may be used to send your cancellation notice. Do not send returned goods to that address unless we have confirmed that it is the correct returns address.