OUR RETURN & REFUND POLICY

Things You Need to Know

Damaged Stock:

Unfortunately due to the delicate nature of the our candles, stock can sometimes arrive damaged due to postage and handling if dropped in transit, please email us at info@redtwinecandles within 24hours of receiving your parcel.  

We will need proof of damaged item in the original packaging in order to dispatch a replacement or issue a full refund. If your item is damaged after it has arrived, and days have passed, it will not be our responsibility. 

Returns:

Our candles are hand poured to order in a colour and scent of your choice. If you are not satisfied with your choice you have 28 days from the day you received your order to return it in the same state it was received.

Return costs will be your responsibility. We will only issue a refund for the items that are returned within the 28 days timeframe. 

When you return an item , we would reccomend to ensure the product is safely packed and to use a tracked posting service. We will not be responsible for the loss or damage of the item that you returned. 

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

• Custom or personalised orders

Refund Processing:
If your refund is 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 the refund too.