Refund policy

We hope you love our candles as much as we love making them, but If there’s an issue, please review our returns policy below.

1. Eligibility for Returns/Refunds

Because each candle is uniquely made to order based on your selected colours and scents, they are considered personalised items under UK law and are therefore non-refundable, unless they arrive severely damaged. 

Due to the delicate nature of our candles, we do not offer refunds for minor chips or defects on the wax, as minor imperfections and variances may occur as detailed in Section 2a of our Terms of Service.

2. Return Window

If your candle has been severely damaged upon arrival, you must contact us within 14 days of delivery to initiate a return.

3. How to Return

Email us with photos of the damaged item(s) and your order number at returns@serenityluxcandles.co.uk

If approved, return the item to the provided address within 14 days of delivery. 

Please note - The cost of return postage is the customer's responsibility.

4. Refunds

Refunds will be issued once the returned item is received and inspected. Refunds are processed to your original payment method within 5–10 business days after inspection.

5. Non-Returnable Items

• Used candles or products
• Custom/personalised orders (unless severely damaged)
• Candles or wax products with minor defects (i.e. chips, small dents or frosting)

6. Issues

If you have received the wrong item or there are any other issues with your delivery, please contact us at returns@serenityluxcandles.co.uk