Refund & Returns Policy
Thank you for shopping at Naticandles. We want you to love your handcrafted candles and wax melts. However, if you are not entirely satisfied with your purchase, we are here to help.
In accordance with the UK Consumer Contracts Regulations, you have the right to cancel and return your order for any reason within 14 days of receiving your items.
1. Eligibility for Returns
To be eligible for a return, your items must meet the following criteria:
- Condition: Items must be completely unused, unlit, undamaged, and in their original packaging.
- Timeframe: You must notify us of your intent to return the item within 14 days of delivery. You then have another 14 days to return the package to us.
- Proof of Purchase: You must provide your order number or proof of purchase.
2. Exceptions & Non-Returnable Items
Certain types of items cannot be returned or refunded:
- Used or Lit Items: For safety and resale reasons, any candle that has been lit, or any wax melt that has been broken or melted, cannot be returned.
- Custom / Bespoke Orders: Custom-made scents, custom labels, or bulk event/wedding orders cannot be refunded unless they arrive damaged.
- Natural Variations: Our products are hand-poured in small batches. Minor cosmetic variations—such as slight differences in colour, minor frosting, or small surface unevenness in natural soy wax—are entirely normal. These are features of artisanal craftsmanship and do not constitute a product defect.
3. Damaged or Faulty Items
We take great care in packaging our delicate glass jars and wax melts, but transit accidents happen. If your order arrives damaged:
- Please email us at info@naticandles.co.uk within 48 hours of delivery.
- Include your order number and clear photographic evidence of both the damaged product and the shipping packaging.
- Once verified, we will arrange for a replacement to be sent out immediately or issue a full refund.
4. Return Shipping Costs
- Change of Mind: If you are returning items because you changed your mind or do not like a scent, you are responsible for paying your own return shipping costs. Shipping costs from your original order are non-refundable.
- How to Ship: We highly recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we cannot issue refunds for returns lost in transit.
- Faulty Items: If the return is due to an error on our part or a damaged item, we will provide a pre-paid return shipping label or reimburse your postage costs.
5. Refunds & Processing Times
Once your return is received and inspected, we will send you an email to notify you that we have received your item and confirm whether your refund has been approved or rejected.
- Approval: If approved, your refund will be processed automatically back to your original method of payment (Stripe, PayPal, or Klarna).
- Processing Time: Refunds typically take 5 to 10 business days to clear into your account, depending on your bank or payment processor.
- Klarna Adjustments: If you paid via Klarna, your invoice/payment schedule will be automatically adjusted or refunded by Klarna once we log the return on our system.
How to Initiate a Return
To start a return, please contact us at info@naticandles.co.uk with your order number and the names of the items you wish to return. Please do not send your purchase back to us without contacting us first.