If for any reason you are dissatisfied with your purchase and wish to return all or part of it please contact us before sending items back. This way we can easily deal with your return as swiftly and efficiently as possible.

We will refund/exchange the full value of your order (excluding postage) if you return the goods for any reason. For non-faulty goods your return should be made within 14 days of receipt and returned items should be in perfect, unused, re-sellable condition.

Please note we're unable to accept returns of any products that has been used or opened, unless faulty.

If you would like to exchange your goods you can do within 14 days of receipt and to the cost of the original purchase price. If this amounts to under the original amount this will be refunded excluding the amount for postage & packaging. Should you want to exchange the item for a higher priced item you will need to pay the difference.

Returns should be sent to: The Salcombe Candle Company, 5 Fore Street, Salcombe, Devon, TQ8 8BY.

In addition to the above, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason. This is in addition to, and not instead of, the rights set out in this policy.

If you have received a faulty/damaged item please contact us as soon as possible after receipt of your order to arrange a replacement or refund. We will give a full refund or send replacements free of charge. For all returns we strongly recommend you obtain proof of posting.

If your package arrives damaged please could you note any box damage on delivery and keep any evidence of damage in transit so that we may be able to claim from our delivery company. We will process your return as quickly as possible and will notify you by email once your refund or replacement has been processed.

Your payment for the goods will be refunded by The Salcombe Candle Company as soon as possible by the original payment method, though please allow up to 14 working days after we have received proof of damaged goods.

If your order arrives in less than perfect condition please provide a photo to info@salcombecandlecompany.co.uk so we can organise a replacement or refund. We are unable to provide replacements or refunds without proof of damaged goods.

Dispatch & Delivery Delays

We aim to dispatch all orders within 2-3 working days of purchase. Delivery timescales provided by our courier are estimates only and are not guaranteed once your order has left us.

Occasionally, delays can occur with our couriers that are outside of our control, including national network disruption or industrial action. If your order has not arrived within a reasonable time of the expected delivery date, please contact us at info@salcombecandlecompany.co.uk so we can look into it for you.

In line with Royal Mail's own claims process, we are required to wait until 10 working days after the expected delivery date before a parcel can officially be classed as lost. If, after this period, Royal Mail confirms your order as lost, we will offer you a full refund or replacement, at our discretion.

This does not affect your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

Promotions, Discount Codes & Returns

If you purchase products from our website using a promotional offer, discount code, or deal (including but not limited to "buy X, get Y free" or similar promotions), the following conditions apply:

1. Free or Promotional Items
   Where an order includes free or promotional items as part of a deal, any return or refund request must include the return of those free or promotional items. If the free or promotional item(s) are not returned, we reserve the right to deduct the full retail value of those item(s) from the refund amount.
2. Discount Codes
   If a discount code was applied to your order, any refund will be issued only for the amount actually paid after the discount was applied. The value of the discount code will not be refunded or reissued unless required by applicable law.
3. Incomplete Returns
   If items that were required to qualify for a promotion are returned, and doing so means the order no longer qualifies for the promotion, we may adjust the refund to reflect the original price of any items kept.

By completing a purchase using a promotion, deal, or discount code, you agree to these terms.

Stock Levels

At The Salcombe Candle Company we work extremely hard to keep stock of all our products. All products visible on the Website should be in stock though if we make a mistake and your candle is not immediately available we will contact you and get your hand poured product to you as soon as we can and will advise you of the time frame.