Refund Policy
SO Candle Company has a 14-day return and cancellation policy, meaning you have 14 days from receipt of your purchased item(s) to request a return.
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In the United Kingdom online sales are conducted within the bounds of the Consumer Contracts Regulations 2013, which provide consumers with the right to cancel their order at any time up to the end of the fourteenth day following the day on which they received their order. No reason needs to be given for the cancellation.
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If you wish to cancel your order with us please email us at: orders@socandlecompany.co.uk with details of your cancellation, including your order number. If you have already received your order, then you must carefully repackage and return it to us at the returns address below.
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Until you have returned your order to us, you must keep them in your possession and take reasonable care of them. Once we have received and checked the products are in a re-saleable condition we will credit the value of the order back to the original method of purchase. We will not refund any postage costs incurred in returning the items to us.
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Damaged Goods
We take great care to ensure you receive all orders in perfect condition and in full working order. However if your goods should arrived damaged or faulty then please email us at: orders@socandlecompany.co.uk within 3 days of receiving your order, including your order number and we will look to either place the damaged or faulty goods or arrange a refund as appropriate.
Returns
If you are required to return an item to us either as a part of the refund policy or because you received a damaged or faulty item then you will be issued with a returns number, this will need to be included in the package to allow us to match returns to their original order. Returns should be sent to the below address.
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SO Candle Company
PO Box 898
Winchester
SO23 3WQ
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For all goods returned, we recommend that you use a secure delivery method which requires a signature upon delivery as you will be responsible for the goods until they are received by us.
For returns of damaged or faulty items the cost of return postage will be returned to you upon receipt of the goods provided a proof of postage certificate is able to be produced.
Exchanges
If for whatever reason you are not fully satisfied with your order, then in line with the returns policy above you are able to return items to us within the specified 14-day window and make a separate purchase for the new item(s). This is the fastest way for us to ensure you get what you want.