OLIA Candles Refunds and Returns Policy

Effective Date: 01 July 2023

1. Refunds and Returns Eligibility:

We want you to be completely satisfied with your purchase from OLIA Candles. If for any reason you are not happy with your order, you may be eligible for a refund or return under the following conditions:

a. Damaged or Defective Items: If your candle(s) arrive damaged or defective, please contact us within 7 days of receiving the order. We will require clear photos of the damaged or defective items and their packaging for our assessment. 

b. Order Errors: If there is an error with your order, such as receiving the wrong candle(s) or an incorrect quantity, please notify us within 7 days of delivery. We will work with you to resolve the issue promptly.

c. Unsatisfactory Performance: If you find that the candle(s) you purchased do not perform as expected or described, please get in touch with us as soon as possible from receiving your order. We may request further information to better understand the issue and determine the best course of action.

2. Returns Process:

To initiate a return, please follow these steps:

a. Contact us on contact@oliacandles.co.uk to inform us about the return and the reason for it. We may require you to provide specific details and photographs if the item is damaged or defective.

b. Once we have reviewed your request, we will provide you with further instructions on how to proceed with the return. Please note that the shipping cost is non refundable and if you wish to return your order it will be at your own expense.

c. Pack the candle(s) securely in their original packaging (if available) or a suitable alternative to prevent damage during transit.

d. Ship the item(s) back to the designated return address as provided by us in the e-mail. 

We recommend using a trackable shipping method to ensure your return is delivered successfully.

PLEASE NOTE: The returned items have to be in unused and re-sellable condition.

3. Refunds Processing:

Upon receiving and inspecting the returned item(s), we will process your full or partial refund (at our discretion, depending on the reason).

Please note that the time it takes for the refund to reflect in your account may vary depending on your payment method and financial institution.

4. Non-Refundable Items:

Certain items are non-refundable and not eligible for returns, including:

– Used candles
– Used wax melts

– Personalised or custom-made candles

– Clearance or discounted items (purchased during sale)

5. Contact Information:

If you have any questions or need assistance with your return or refund, please contact us.