Returns & Exchanges
You can easily return your purchase within 14 days of receipt.
Please email email@example.com for a Returns Number. Please note, goods without a Returns Number cannot be accepted into our warehouse.
Parcels are returned at your own cost. We recommend that all returns are made via recorded delivery and/or that proof of postage is obtained. We cannot accept liability for goods that get lost in transit. Items lost in transit will not be treated as returned.
When we have received and processed your return we will confirm this to you by email. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your bank statement.
Please ensure that your items are securely wrapped so that they are returned to us without damage. A refund or exchange will be offered provided the goods are in fully saleable condition, except where the goods are faulty and/or damaged. Products must be unused and in its original packaging.
In the unlikely event you have been delivered incorrect goods, please contact our customer services department directly at firstname.lastname@example.org
Our policies do not affect your statutory rights
You can cancel an order by emailing email@example.com quoting your Braidwood Candle Company order number. Please make sure you include the words “order cancellation” in your email subject heading.
If you have already been sent an email confirming despatch, it will not be possible to cancel your order. It is advisable to check for this confirmation message before you email to cancel your order. If your goods have been despatched, please simply return your purchases to us in the normal way for a full refund.
Damaged or Faulty Items
We are always very disappointed on the rare occasions our customers receive a damaged or faulty item. If you have identified a fault or your products are damaged, we will be happy to exchange the items or offer a refund.
Contact us as soon as possible upon discovering the fault via email at firstname.lastname@example.org with a detailed description and photo clearly showing the issue.
Please note, we are unable to accommodate any exchange or refund if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse. Care instructions are available on our website and in a care card provided with each product. We strongly advise that these are read before use to ensure the best possible experience.