Refund policy
At Candles Molds Ltd, we want our return and refund process to be clear, fair and easy to understand.
Candles Molds Ltd offers customers in supported international destinations a 14-day change-of-mind return period for eligible physical products.
This worldwide 14-day return period is part of the Candles Molds Ltd store policy. Customers in certain countries or regions may also have additional statutory cancellation, withdrawal, repair, replacement or refund rights under applicable consumer law.
Nothing in this policy limits or removes any mandatory consumer rights that apply to your purchase.
Return Policy at a Glance
- Return request period: Contact us within 14 calendar days after receiving your order.
- Return dispatch period: After notifying us, eligible products should normally be sent back within 14 calendar days.
- Return method: Returns are made by mail or courier to the return location supplied by our customer support team.
- Change-of-mind return shipping: The customer is responsible for the direct cost of return shipping.
- Damaged, defective or incorrect products: Contact us before returning the product. Where the issue is confirmed, we will provide the appropriate remedy and return instructions.
- Restocking fee: We do not charge a restocking fee for eligible returns.
- Refund method: Approved refunds are returned to the original payment method.
- Return address: A return address will be provided by our customer support team. Please do not return products without authorization.
Our Worldwide 14-Day Return Policy
If you change your mind about an eligible physical product purchased from CandlesMolds.com, you may notify us that you wish to return it within 14 calendar days after receiving the order.
The 14-day period begins when you, or a person nominated by you, receives the goods.
If products from the same order are delivered separately, the applicable return period for each product begins when that product is delivered.
To start a return, please contact our customer support team before sending anything back.
Your return request should include:
- Your order number
- The email address used when placing the order
- The product you wish to return
- The reason for the return
A reason is helpful for processing your request, but customers who have a statutory right to cancel without giving a reason are not required to provide one.
Once we receive your request, our support team will provide the appropriate return instructions and return location.
Returning the Product
After notifying us within the 14-day return-request period, you should send the eligible product back without unnecessary delay and normally within a further 14 calendar days.
Please use the return address supplied by our customer support team. Because Candles Molds Ltd uses an international fulfillment network, the correct return location may vary depending on the product, delivery destination and fulfillment origin.
We strongly recommend using a tracked postal or courier service and keeping your proof of postage and tracking information until your refund has been completed.
Condition of Change-of-Mind Returns
Customers may reasonably inspect a product after delivery to determine its nature, characteristics, size, material and general condition.
For a change-of-mind return, the product should be returned with all parts, components and accessories originally supplied with it and, where reasonably possible, in its original packaging.
Please take particular care when inspecting candle molds.
Using a candle mold with wax, resin, soap, plaster, fragrance oils, dyes, pigments or other craft materials may go beyond what is reasonably necessary to inspect the product and may reduce its value.
Where permitted by applicable law, Candles Molds Ltd may make a reasonable deduction from a refund where the value of a returned product has been reduced because it was handled or used beyond what was reasonably necessary to inspect it.
Normal inspection of an item does not automatically make it ineligible for return.
Products That May Not Be Eligible for Change-of-Mind Returns
Certain products may be excluded from voluntary change-of-mind returns where permitted by applicable law.
This may include:
- Products made specifically to a customer's individual specifications or clearly personalized for that customer.
- Products that have been materially altered by the customer.
- Products that cannot reasonably be resold because they have been extensively used beyond normal inspection.
These exclusions do not remove your rights where a product is faulty, damaged, incorrectly supplied, not as described, or where applicable law gives you additional rights.
Change-of-Mind Return Shipping Costs
For an ordinary change-of-mind return, the customer is responsible for the direct cost of returning the product to the return location provided by Candles Molds Ltd.
Return shipping costs are not reimbursed for ordinary change-of-mind returns unless:
- we have specifically agreed to cover them; or
- applicable consumer law requires us to do so.
We recommend selecting a tracked shipping service because the customer remains responsible for ensuring that the returned parcel reaches the supplied return location.
No Restocking Fee
Candles Molds Ltd does not charge a restocking fee for eligible returns accepted under this policy.
Do Not Send Returns to Our Registered Address Without Authorization
Please do not send a return to any Candles Molds address until our customer support team has provided return instructions.
Candles Molds Ltd operates through an international fulfillment network. Depending on the order, products may have been fulfilled through facilities in:
- United Kingdom
- United States
- China
- Hong Kong
These fulfillment facilities are not automatically customer return addresses.
Similarly, the registered business address of Candles Molds Ltd is not automatically a customer return address.
Our customer support team will provide the correct return location for an approved or eligible return.
Sending a product to an unauthorized address may delay or prevent the return from being identified and processed.
Damaged Products
If your order arrives damaged, please contact Candles Molds Ltd as soon as reasonably possible after delivery.
Please provide:
- Your order number
- A description of the damage
- Clear photographs of the damaged product
- Photographs of the shipping packaging where the packaging is relevant to the damage
Where possible, we recommend reporting visible shipping damage within 48 hours of delivery. Prompt notification helps us investigate shipping damage with the carrier and fulfillment provider.
The 48-hour recommendation is not intended to remove or restrict any statutory rights you may have.
Please keep the damaged product and its packaging until our support team has reviewed the issue.
Defective Products
If you believe that a product is defective, please contact us before sending it anywhere.
Include your order number, a description of the problem and, where possible, clear photographs or other information showing the issue.
We will review the information and provide the appropriate next step. Depending on the circumstances and applicable consumer law, this may include:
- A replacement
- A refund
- A return for inspection
- Another appropriate remedy
Where a product is confirmed to be defective and a return is required, Candles Molds Ltd will provide appropriate return instructions and handle reasonable return shipping costs where required.
Nothing in this policy limits your legal rights relating to products that are faulty, not as described or otherwise fail to meet mandatory consumer-protection requirements.
Incorrect Product Received
If you receive a product that is different from the item shown on your order confirmation, please contact us before using it.
Provide:
- Your order number
- A description of the item received
- Clear photographs of the product and packaging where helpful
If we confirm that an incorrect product was supplied, we will provide the appropriate resolution and, where a return is required, the relevant return instructions.
Missing Items
Orders containing multiple products may sometimes be dispatched in separate packages from different fulfillment locations.
Before reporting an item as missing, please check your shipment confirmation and available tracking information to determine whether another parcel is still in transit.
If all shipments are shown as delivered and an item is still missing, please contact our customer support team .
Order Cancellations Before Dispatch
If you wish to cancel or modify an order before dispatch, please contact us as soon as possible.
We will make reasonable efforts to accommodate the request before the order enters fulfillment.
However, because orders can move into processing quickly, we cannot guarantee that an order can be changed or stopped after fulfillment has begun.
If an order has already been dispatched, the applicable return process described in this policy will apply.
Exchanges
For ordinary change-of-mind purchases, we generally handle the transaction as a return and refund rather than a direct exchange.
After an eligible return is refunded, you may place a new order for the preferred product or variation.
For defective, damaged or incorrectly supplied products, our customer support team may offer a replacement where appropriate.
Refund Processing
Once an eligible return reaches the return location, we will review the returned product and process the applicable refund.
Approved refunds will be made to the original payment method unless another method is expressly agreed or required by applicable law.
For eligible returns, Candles Molds Ltd will process the refund without undue delay and normally no later than 14 calendar days after receiving the returned goods, or earlier where applicable law requires the refund to be processed after sufficient evidence of return has been provided.
In jurisdictions where mandatory consumer law provides a different refund deadline, we will comply with the applicable legal requirement.
After we issue a refund, your bank, credit-card provider or payment service may require additional processing time before the funds appear in your account.
Original Delivery Charges
Candles Molds currently offers free standard international shipping to supported destinations, so most orders do not have a standard outbound shipping charge to refund.
If you paid for an optional or upgraded delivery service, any refund of the original delivery charge will be handled according to applicable consumer law.
Where the law requires reimbursement of standard delivery costs, only the equivalent standard delivery cost may be refundable if the customer chose a more expensive premium or expedited delivery method.
Late or Missing Refunds
If Candles Molds Ltd has confirmed that your refund has been issued but it has not yet appeared in your account, please allow your bank, card issuer or payment provider its normal processing time.
If the refund is still not visible after that period, contact us at info@candlesmolds.com .
Sale and Discounted Products
Products purchased during a sale, promotion or discount are not automatically excluded from this Returns & Refund Policy.
Eligible discounted products can be returned under the same change-of-mind rules described above unless a lawful product-specific exception applies.
Purchasing a discounted product does not remove any mandatory consumer rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
International Customers & Local Consumer Rights
The Candles Molds Ltd 14-day change-of-mind policy applies to eligible physical products delivered to supported international destinations.
This is a worldwide store policy and does not mean that every country has identical consumer-protection legislation.
Customers in certain countries or regions may have additional legal rights under local consumer law.
For example, qualifying online consumers in the United Kingdom and European Union generally have statutory cancellation or withdrawal rights for many distance purchases.
Other countries may provide different or additional rights concerning faulty goods, refunds, replacements, warranties or cancellation.
Where mandatory applicable consumer law provides you with rights or protections greater than those stated in this policy, those mandatory rights will take precedence.
How to Start a Return
Before returning any product, contact our customer support team.
Please provide your order number and the email address used when placing the order.
Email:
info@candlesmolds.com
USA Support:
+1 812 809 9038
UK Support:
+44 7482 824877
You can also contact us through our Contact Us page .
Registered Business Information
Candles Molds Ltd
5 Brayford Square
London, E1 0SG
United Kingdom
The address above is the registered business address of Candles Molds Ltd.
Please do not send returns to this address unless our customer support team specifically provides it as the return location for your order.
Last updated: 17 August 2026