Returns
Returns Policy
We take the utmost care in hand pouring and packaging your Backburner Candles products; however, we appreciate that on occasion items may need to be returned.
If you believe your item to be faulty, it has been delivered damaged or you are not 100% happy with your order and would like a refund, please get in touch with a member of our team via email to info@backburnercandles.co.uk.
Faulty or Damaged Items
If you have received a faulty or damaged Backburner Candles product, please contact a member of our team via email to info@backburnercandles.co.uk providing your name, order number and shipping number and we will endeavour to resolve the issue.
In the case of faulty items, this must be done within 30 days of purchase, and for any damaged items, this must be done within 48hrs of delivery. We will ask for clear photos/videos of the fault/damage to assist with our quality control and prior to approving any refund. For any items damaged in transit, we will work with the shipping carrier to resolve the issue, and items will be refunded at our discretion.
If approved, you may be asked to return the item in all original packaging. It is requested that you return the item back to us within 14 days of our request and using the postage method as set out in our email approving the return.
We ask that you retain your proof of postage until we confirm safe receipt of the item. Any refund will include the postage costs and will be to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Please do not return an item without first contacting a member of our team via email to info@backburnercandles.co.uk.
Change of mind
If you have changed your mind and would like to return your item for a refund please contact a member of our team via email to info@backburnercandles.co.uk within 14 days of receiving the item. To be eligible for a return on this basis, the item must be returned unopened and unused, in its original packaging and in a resalable condition.
It must be returned to us within 14 days of contacting us to request the return and proof of purchase will be required. Once we receive your returned item, it will be inspected and, if approved, you will be refunded for the cost of the item and the original postage costs to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
You are responsible for paying for your own return shipping costs if items are returned for this reason.
Please do not return an item without first contacting a member of our team via email to info@backburnercandles.co.uk.
This refund policy is subject to change without prior notice. Please review this policy periodically for any updates or revisions. Backburner Candles Ltd. reserves the right to exercise discretion with respect to any returns under these Terms and Conditions.
Proof of Purchase
Please provide proof of purchase, such as a receipt or bank statement, when requesting a return or refund.
Refund Process
Refunds will be processed by Backburner Candles Ltd. within 14 days of receiving the returned item to the original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Contact Us
If you have any questions or need further assistance, please contact a member of our team at info@backburnercandles.co.uk or use the Contact Us link on the website.