We will refund or replace any items that you are not completely satisfied with within 7 days of receipt, as long as the goods are returned in their original packaging, have not been used and are in the same condition as they were received. Shipping charges and charges for returned goods are not refundable except where the goods are faulty. Please contact us before returning any goods so we can resolve the problem. Your statutory rights are not affected.
Unfortunately personalised candles can only be returned for a refund if there is a fault with the goods, or due to an error on the part of Ecosse Candles, as they have no intrinsic value once personalised. We will use the information provided by you to fulfil your order, and we will often contact customers if the information supplied does not look right, but responsibility for the accuracy of the information lies with the customer.
All of our products are checked before leaving us and therefore our customers are unlikely to receive faulty goods. In the rare event that this does happen, we will be pleased to exchange the product or offer a refund once we have identified the problem.
When you are returning any goods to us, please ensure that you obtain proof of postage as you are responsible for the package until it reaches us. We recommend Special or Recorded delivery when returning goods.