Refund policy
Returns & Refunds Policy
At Build a Candle, every candle is handmade and individually crafted to your chosen scent, colour, design, and specification. Due to the personalised nature of our products, we are unable to accept returns or offer refunds for change of mind, incorrect choices made during ordering, or personal preference.
Returns
As all products are custom-made to order, returns are not accepted unless an item arrives damaged or defective.
Damaged or Faulty Items
We take great care in packaging our candles to ensure they arrive safely. However, if your order arrives damaged or faulty, you must contact us within 48 hours of delivery.
To report damage, please email buildacandle1@gmail.com and provide:
- Your order number
- A description of the issue
- Clear photographs of the damaged item and its packaging
Photos may be required to assess any claim and determine eligibility for a replacement or refund.
Items reported outside of the 48-hour reporting period may not be eligible for a refund or replacement.
Refunds & Replacements
If we determine that an item has arrived damaged or defective, we may, at our discretion:
- Provide a replacement item; or
- Issue a full or partial refund
Refunds or replacements will not be provided for damage caused after delivery, improper handling, normal wear and tear, or misuse of the product.
How to Contact Us
If you believe your order has arrived damaged or faulty, please contact us within 48 hours of delivery at:
We will review your claim and respond as quickly as possible.