Refund policy

Refund & Returns Policy

At Prestige London, every candle is carefully handcrafted with quality and attention to detail. We hope you love your purchase, but if something isn't right, we're here to help.

Returns

Under UK consumer law, you generally have the right to cancel an eligible online purchase within 14 days of receiving your order, without giving a reason.

To request a cancellation, please email admin@prestigecandles.co.uk within this period. Once you have notified us, you have a further 14 days to return the item.

Please handle your candle with care and only as necessary to inspect it, as you would in a shop. We recommend returning items in their original packaging wherever possible to protect them during transit, although this is not a requirement.

Where an item has been handled beyond what is necessary for inspection, we may make a deduction from the refund to reflect any reduction in value, as permitted by law.

For change-of-mind cancellations, customers are responsible for return postage costs. This does not affect your statutory rights if an item is faulty, damaged or not as described.

Faulty or Damaged Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible after delivery. Where possible, we kindly ask that you notify us within 48 hours and provide photographs of the item and packaging. This helps us resolve the matter quickly. Your statutory consumer rights remain unaffected.

Please include:

Your order number.
A description of the issue.
Clear photographs of the item and packaging.

Once reviewed, we will offer either:

A replacement,
A full refund, or
A suitable alternative where appropriate.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

For eligible cancellations under UK consumer law, we will refund the cost of the item and the original standard delivery charge. If you selected a more expensive delivery option, such as express delivery, the additional cost is non-refundable.

Where an item is faulty, damaged or not as described, your statutory consumer rights remain unaffected.