Terms & Conditions

1. General Overview

This policy applies to all returns and refund requests for candles, wax melts, and related products purchased from CommonScents Candles. By purchasing from us, you agree to the terms set out below.

2. Faulty Products — Acceptable Returns

We will gladly accept returns and process refunds or replacements for candles or wax melts that are confirmed to be faulty, defective, or damaged upon arrival.

Examples of what qualifies as a faulty product include (but are not limited to):

• Visible manufacturing defects (e.g., mis-shapen, incomplete, or structurally flawed wax)
• Broken, cracked, or chipped items upon safe delivery
• Missing or incorrect components
• Severe, confirmed scent defects or inconsistencies
• Defective packaging causing product damage

Faulty items must be reported to us within 14 calendar days of delivery. Please contact us at commonscentscandles2026@hotmail.com with:

• Your order number
• Clear photographs showing the defect
• A brief description of the issue

3. Returns That Will NOT Be Accepted

We are unable to accept returns under the following circumstances:

• The candle or wax melt has been used, burned, lit, or partially consumed in any way. Once a product has been lit, melted, or used, it cannot be returned for hygiene, safety, and quality reasons.
• Change-of-mind returns once the item has been opened or used.
• Damage caused after delivery, including accidental damage, misuse, negligence, improper storage, or use contrary to our safety instructions.
• Normal wear and tear, minor cosmetic variations, or natural differences in colour, texture, or scent intensity — these are characteristics of handcrafted products and are not considered faults.
• Returns requested more than 14 calendar days after delivery.

4. Unused & Unopened Items

If you wish to return an item because you have changed your mind, it may only be accepted if it is completely unused, unopened, and in its original, sealed packaging. You are responsible for return postage costs, and the item must be returned within 14 days of delivery. Refunds for change-of-mind returns may take up to 7 working days to process after we receive and inspect the item.

5. Return Process

Contact Us First: Do not return items without prior arrangement. Email us at commonscentscandles2026@hotmail.com with your order details and reason for return.

Wait for Authorisation: We will respond within 3 working days to confirm whether your return is approved and provide return instructions.

Pack Securely: Return items must be packaged securely to prevent damage in transit. Items damaged during return delivery due to insufficient packaging may be refused.

Postage Costs

• Faulty/damaged items: We will cover reasonable return postage costs.
• Change-of-mind / non-faulty returns: You are responsible for return postage and any associated risks.

Inspection: All returned items will be inspected upon receipt. If we find the item has been used or does not meet return eligibility, we may decline the refund or replacement and return the item to you at your cost.

6. Refunds & Replacements

• Approved faulty returns: You may choose a full refund or a free replacement. Refunds will be issued to your original payment method within 7–10 working days of inspection approval.
• Change-of-mind returns: Once inspected and approved, refunds will be issued minus any delivery costs paid at checkout and minus any reasonable restocking fees.
• Original delivery charges: These are non-refundable unless the return is due to our error or product fault.

7. Exceptions & Limitations

• Personalised or custom-made items are non-returnable unless faulty or damaged.
• Scent perception varies between individuals — differences in personal scent preference do not qualify as a fault.
• Our products are hand-poured; slight variations in colour, weight, and appearance are normal and do not affect product quality or performance.

8. How to Contact Us