At The Candle Company, we take great pride in the quality and craftsmanship of every product we create. Each order is carefully inspected before dispatch to ensure it arrives in perfect condition.
Please read our returns policy carefully before making a purchase.
Change of Mind
If you change your mind, you may request a return within 7 days of receiving your order, provided that:
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The item is unused and unlit.
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The product is in its original packaging and in resalable condition.
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All accessories, inserts and packaging are included.
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You can provide proof of purchase.
Customers are responsible for the cost of returning items unless the product is faulty or an error has been made by The Candle Company.
Once your return has been received and inspected, any approved refund will be processed to your original payment method.
Non-Returnable Items
For hygiene and quality assurance reasons, we cannot accept returns or exchanges on:
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Used or burned candles.
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Opened or used reed diffusers.
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Custom, personalised or bespoke products.
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Private label or wholesale orders.
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Gift cards.
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Sample products.
Damaged or Incorrect Orders
If your order arrives damaged, defective or you receive the wrong item, please contact us within 48 hours of delivery.
To help us resolve the issue as quickly as possible, please include:
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Your order number.
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A description of the issue.
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Clear photographs of the product and its packaging.
Where appropriate, we will arrange a replacement, exchange or refund.
Refunds
Once your returned item has been inspected and approved, refunds will be processed to your original payment method.
Please allow 5–10 business days for your bank or payment provider to complete the transaction.
Original shipping charges are non-refundable unless the return is due to our error or a faulty product.
Exchanges
We currently offer exchanges only for products that arrive damaged or defective.
If you would like to exchange an unused product for a different fragrance or item, please contact us and we will do our best to assist, subject to availability.
Private Label & Wholesale Orders
As all private label, bespoke and wholesale products are manufactured specifically for each client, these orders are non-refundable and non-returnable once production has commenced.
If there is an issue relating to manufacturing quality or damage during transit, please notify us immediately so that we can investigate and provide an appropriate solution.
How to Request a Return
To request a return, please contact our team at info@thecandlecompany.ae with your order number and reason for the return before sending any items back.
Returns sent without prior authorisation may not be accepted.
If you have any questions about our Returns & Refund Policy, please don't hesitate to contact us. We're always happy to help.