Refund policy

Refund & Returns Policy

Last updated: 20 July 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 purchases made from emiliecandle.com by consumers in the United Kingdom. It does not affect any rights you have under applicable consumer law.

1. Contact details

Trading name: Emilie Pearled Candle
Legal business name: Emilie Candle
Email: hello@emiliecandle.com
Return address: Provided after your return has been authorised
Business address: 24 Felming Avenue, Southampton SO52 9AW

Please contact us before returning anything. Returns sent without prior contact, to an old address or to an address shown on a parcel label may be delayed or refused if that address is not our authorised returns address.

2. Cancelling an eligible online order

For most eligible goods purchased online, you may cancel your order without giving a reason by telling us within 14 days after the day the goods are delivered to you, or to a person nominated by you.

You may contact us by email or by using our contact form. A clear statement that you wish to cancel is enough. You may also use the model cancellation form included at the end of this policy, but you do not have to use it.

After notifying us of cancellation, you must return the goods without undue delay and no later than 14 days after the day you told us you were cancelling.

3. Condition of change-of-mind returns

You may inspect goods in the same way that you reasonably could in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Lighting a wick, burning wax, using a vessel with a flame, adding fragrance or other materials, contaminating the wax, or otherwise consuming or materially altering the product will normally go beyond reasonable inspection. This may significantly reduce the value of the goods and may result in an appropriate deduction from a refund.

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

4. Return delivery costs

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.

Please package returned products carefully, use an appropriate tracked or insured service where necessary and retain proof of postage. You remain responsible for the goods until they are received by us.

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

5. Refunds following statutory cancellation

For an eligible cancellation, we will refund the price paid for the returned goods. Where you paid for outbound delivery, we will also refund up to the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded, express or premium delivery service is not required to be refunded.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever happens first.

The refund will be made without undue delay and no later than 14 days after the relevant return or evidence has been received. Refunds will normally be made using the original payment method unless you expressly agree otherwise. We do not charge a fee for issuing an eligible refund.

6. Products excluded from the statutory change-of-mind right

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised for you.

A standard product being prepared, mixed, cast or packed after an order is placed is not automatically personalised or bespoke. Where a product is genuinely made to your individual specification or personalised, this will be made clear before purchase.

The exclusion for personalised or bespoke goods does not remove your rights if the product is faulty, damaged, incorrect or not as described.

7. Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for their usual or agreed purpose and match their description.

If you believe a product is faulty, damaged, incorrect or materially different from its description, contact us with your order number and a clear explanation. We may request photographs or a short video to help us understand the issue.

Depending on the circumstances and the remedy available under consumer law, you may be entitled to a refund, repair, replacement, price reduction or another appropriate resolution.

Consumers generally have a short-term right to reject faulty goods within 30 days, subject to the legal requirements and the facts of the case. Rights may continue after that period, including rights relating to repair, replacement, price reduction or final rejection.

8. Orders damaged during delivery

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

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.

Keep all packaging until we have reviewed the claim. We may need it for a carrier investigation. Do not return damaged goods until we have confirmed the correct process.

9. Handmade products and natural variation

Our vessels and selected products are made and finished individually. Small differences in shade, texture, pattern, surface, dimensions and finish are natural characteristics of handmade production and are not normally faults.

This does not cover substantial damage, structural defects or a material departure from the product description. Contact us if you are unsure.

10. Fragrance, colour and personal preference

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

An eligible unused product may still be returned under your statutory cancellation rights or our voluntary 30-Day Emilie Promise. Once wax has been burned, contaminated or materially used, a change-of-mind refund may be reduced or unavailable, without affecting rights relating to genuine faults.

Small batch-to-batch differences in handmade vessels, wax shade or fragrance character may occur. We work to maintain consistency, but minor variation is part of small-batch preparation and is not normally a fault.

11. The voluntary 30-Day Emilie Promise

Our 30-Day Emilie Promise provides additional support and operates alongside your statutory rights.

Unused products

Between day 15 and day 30 after delivery, we may accept an otherwise eligible product under this voluntary promise where it is unused, unopened, complete and in resaleable condition.

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

you are responsible for the return cost;
the original delivery charge is not refunded under this voluntary extension; and
genuinely personalised or bespoke goods remain excluded.

Used products and setup concerns

If you contact us within 30 days because a used product does not appear to be performing correctly, we will first help you check the vessel, wick position, exposed wick length, spacing, flame behaviour and other relevant setup factors.

After reviewing the circumstances, we may offer guidance, a replacement component, replacement product, store credit, refund or another reasonable resolution. The appropriate outcome depends on whether the concern relates to a fault, delivery damage, incorrect setup, accidental damage, misuse, expected consumption or personal preference.

The voluntary promise does not guarantee a refund for fragrance preference, expected handmade variation, unsuitable containers, failure to follow instructions, ordinary consumption of wax or wicks, accidental damage or misuse.

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

12. How to request a return or report a problem

your full name;
order number;
the product concerned;
whether the product has been used;
the reason for contacting us; and
photographs or a short video where relevant.

We will confirm whether a return is required, the correct return address and any instructions that apply. Do not send products to us without this confirmation.

13. Exchanges

We do not guarantee direct exchanges. Where an exchange is agreed, availability will depend on current stock and handmade production capacity. In some cases, the clearest process may be to refund an eligible return and ask you to place a new order.

14. Refund processing

Once a refund has been issued, your bank or payment provider may require additional processing time before the funds appear in your account. This processing period is outside our control.

15. Statutory rights

Nothing in this policy excludes, restricts or replaces rights or remedies that cannot lawfully be excluded under UK consumer law.

Model cancellation form

Complete and return this form only if you wish to cancel an eligible contract. You may instead send any other clear statement confirming your decision to cancel.

To: Emilie Candle, trading as Emilie Pearled Candle
Email: hello@emiliecandle.com
Address: 24, Fleming Avenue, Southampton SO52 9AW

I/We hereby give notice that I/We cancel 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: _________________________________________________________

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