Refund policy

Refund and Returns Policy

Last updated: 16 September 2026

We hope you are happy with your Staithes Candle Co purchase. If something is not right, please contact us at hello@staithescandleco.co.uk and we will do our best to resolve it fairly.

Nothing in this policy affects your statutory rights.

Cancelling an online order

If you purchase from us online, you normally have the right to cancel your order within 14 days of receiving it, without giving a reason.

To cancel, email hello@staithescandleco.co.uk within the 14-day cancellation period. You then have a further 14 days to return the products to us.

If your order has not yet been dispatched, please contact us as soon as possible. We will try to stop it before dispatch, although this may not always be possible.

Our additional 30-day returns policy

In addition to your statutory cancellation rights, we offer a voluntary 30-day returns period.

To qualify for a return under this additional policy:

You must contact us within 30 days of receiving your order.
The product must be unused, unopened and in its original packaging.
The product must be in a condition suitable for resale.
You must provide your order number or other proof of purchase.

Please contact us before returning anything. Items returned without contacting us first may take longer to process.

Bath, body and personal-care products

For health and hygiene reasons, bath, body and personal-care products that are supplied with a hygiene or tamper-evident seal cannot be returned for a change-of-mind refund once that seal has been broken.

Please do not use a product if you intend to return it. Where a statutory cancellation right applies, we may reduce the refund if a product has been handled more than would reasonably be permitted when examining it in a shop.

These restrictions do not apply when a product is faulty, damaged, incorrect or not as described.

Candles, wax melts and home-fragrance products

Products should be returned unused and in their original packaging wherever possible.

If a candle, wax melt, diffuser or other home-fragrance product has been used more than is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value.

This does not affect your rights if the product is faulty, damaged or not as described.

Faulty, damaged or incorrect products

Please inspect your order when it arrives and contact us as soon as possible if an item is:

Damaged in transit
Faulty
Incorrect
Missing from your order
Not as described

Email hello@staithescandleco.co.uk with your order number, a description of the problem and, where possible, photographs showing the product and packaging.

If the product is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with your statutory rights. This may include a replacement, repair or refund. We will also cover reasonable return postage where a return is required.

Reporting a problem promptly helps us investigate it, but it does not remove your statutory rights.

Products that cannot be returned for a change of mind

Unless faulty, damaged or not as described, we cannot accept change-of-mind returns for:

Personalised or custom-made products
Products that have been altered after delivery
Sealed health or hygiene-sensitive products once the seal has been broken
Products that have been used or damaged beyond what is reasonably necessary to inspect them

Sale items have the same statutory rights as full-price products.

Return postage

If you are returning an unwanted product because you have changed your mind, you are responsible for the return-postage cost.

If a product is faulty, damaged, incorrect or not as described, we will cover reasonable return-postage costs or provide another suitable return method.

Please package returned products carefully and obtain proof of postage. We recommend using a tracked service, as we cannot process the return until the product has been received or you provide evidence that it has been sent.

Returns should be sent to:

Staithes Candle Co
Fordside, Beckside
Staithes
North Yorkshire
TS13 5BU

Please contact us before sending your return.

Refunds

We will let you know when your return has been received and inspected.

Where a refund is due, it will be made to your original payment method. Under your statutory cancellation rights, we will issue the refund within 14 days of receiving the returned products or receiving evidence that you have sent them back, whichever happens first.

For a valid cancellation, we will refund the cost of the products and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, the additional delivery cost will not be refunded.

We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a shop.

Banks and payment providers may take additional time to show the refund in your account.

Exchanges

If you would like a different product, the quickest option is normally to return the original product and place a new order.

If your original product is faulty, damaged or incorrect, please contact us before placing another order so that we can resolve the issue.

Cancellation form

You may cancel by emailing us directly. Alternatively, you can copy and complete the form below:

To: Staithes Candle Co, Fordside, Beckside, Staithes, North Yorkshire, TS13 5BU
Email: hello@staithescandleco.co.uk

I hereby give notice that I wish to cancel my contract for the following goods:

Products ordered:
Order number:
Date ordered:
Date received:
Customer’s name:
Customer’s address:
Date:

A signature is required only if this form is sent on paper.

Contact us

If you have any questions about a return or refund, contact: