Refund Policy

We are always happy to process returns providing the request is genuine and for the right reason. As an online seller we have a duty to accept returns in line with consumer legislation.

For details on our refund deadlines and policies, please refer to the information below. Please note that our policies differ between courses, and that payment options may vary from one Service to another. Please also note that we treat violations of our Terms and Conditions very seriously, and we have no obligation to offer refunds to users who violate these terms, even if their requests are made within the designated refund period. You must meet the following Criteria for Refund.

  • If customers are unsatisfied with their products, to email us at info@tranquilcandles.co.uk within 14 days of purchase. Please email us your name, order number, shipping address and the reason for return. If it is over 14 days, we are unable to return or exchange products.

  • In order to return faulty Products, you must contact us within 24 hours of receipt of Products at email info@tranquilcandles.co.uk

  • To inform us that you wish to return the Products. We will then provide you with details of where to return the Products and how to complete the returns process. If we replace the Products, we will deliver the replaced Products to you.

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

    • We will also notify you of the approval or rejection of your refund.

    • If you are approved, then your refund will be processed, and Store credit will automatically be applied to your store account or original method of payment within 10-15 days Late or missing refunds (if applicable)

    • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

    • If you’ve done all of this and you still have not received your refund yet, please contact us.

  • If we provide a refund, we will pay it to the account you used to purchase the Products. Subject to product being unused and unworn with all the tags intact as at the time of receiving the product. The refund for any Products will at our sole discretion and will be subject to approval of our inspection team.

  • We are also unable to accept returns if products have been opened or used.

  • Before your parcel leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item, which is damaged, please contact us immediately. If your item is faulty (i.e. received damaged or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please contact our Customer Care team. Where possible, we will offer to repair faulty Products. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a credit note if the item cannot be repaired or replaced.

  • Shipping costs are the responsibility of the customer and no refundable.

Changes to this Refund Policy

We reserve the right to alter this Refund Policy at any time. Such alterations will be posted on our website. You can also obtain an up-to-date copy of our Refund Policy by contacting us info@tranquilcandles.co.uk

This document was last updated on August 8, 2021