Refund policy

Last updated: 2026-06-27

We want you to be delighted with your Naldony candles. If something isn't right, this Policy explains how to return, exchange or get a refund.

This Policy supplements (and never restricts) your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. How long do you have?

30 calendar days from the day you receive your order.

This is longer than the 14-day statutory cooling-off period — we extend it voluntarily because we believe in our candles and want you to take your time deciding.

2. What can be returned?

  • New, unused candles with the wick untrimmed and uncut, with no burn marks
  • In the original packaging (jar, lid, label, outer box if any)
  • With the original delivery note or order confirmation

We cannot accept returns of:

  • Candles that have been lit, partially burned or had the wick trimmed
  • Items damaged after delivery through misuse or normal wear
  • Personalised or made-to-order candles (this does not apply to standard catalogue items)

3. Defective, damaged or wrong product

We pay return postage. If your candle arrives:

  • Cracked, chipped or with a broken jar
  • With a damaged wick or wax defect that prevents safe use
  • Different from what you ordered
  • Missing from your parcel

→ Email support@naldony.com within 30 days of receipt with:

  • Your order number
  • A photo of the issue (jar, wick, damaged packaging — whatever applies)

We respond within 1 business day and arrange a free return. You then choose a replacement or a full refund.

4. Change of mind

Customer pays return postage. If you simply change your mind:

  • Email support@naldony.com with your order number and reason for return
  • After our approval, you'll receive a return label to download and print
  • Pack the candle in its original packaging and post it back
  • We refund the full product price (your postage is non-refundable)

5. Exchanges

Exchanges are accepted within 30 days of receipt — sizing (where applicable), wrong scent chosen, or any other reason. Email us first so we can confirm stock availability for the replacement scent.

6. How to start a return

  1. Email support@naldony.com with:
    • Subject line: "Return — Order #[your order number]"
    • Reason for return (defective / wrong / change of mind / exchange)
    • Photo evidence if the reason is defective or damaged
  2. We respond within 1 business day with confirmation and a return label (or instructions) to download and print.
  3. Pack the candle securely in its original packaging.
  4. Post it to our returns address (see § 9 below) using the supplied label or the carrier of your choice.
  5. Once we receive and inspect the candle, we issue the refund or arrange the replacement.

7. Refunds

  • Processing time: within 7 business days of receiving the returned candle at our fulfilment partner's warehouse.
  • Refund method: the same payment method you used at checkout (card, Apple Pay, Google Pay, Shop Pay, Klarna).
  • No restocking fees.
  • For defective / wrong items, we refund the full amount including your original postage cost (if any was charged).
  • For change-of-mind returns, we refund the product price; original postage (if any was charged) and your return postage are non-refundable.

8. Cash-on-delivery (COD) returns

We do not accept cash-on-delivery (COD) return parcels. Any return sent COD will be refused at the door and returned to sender. Please use a pre-paid label (provided by us for defective items) or pre-paid postage of your choice for change-of-mind returns.

9. Physical return address

We partner with ShipBob for fulfilment and returns handling. Send approved returns to their UK facility:

ShipBob UK Fulfillment Centre — Returns (Naldony)
Edison Road
Hams Hall Distribution Park
Birmingham
B46 1DA
United Kingdom

⚠️ Please email support@naldony.com first before posting any return. Unauthorised returns may be delayed or lost.

10. Dispute resolution

If your return or refund question cannot be resolved directly, the following independent channels are available:

Our complaints email: support@naldony.com.

11. Your statutory rights

This Policy does not affect your rights under:

  • the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (14-day cooling-off);
  • the Consumer Rights Act 2015 (right to repair, replacement or refund for faulty goods).

The 30-day window in § 1 is our voluntary extension — your statutory rights run in parallel.