Refund Policy

If you’ve changed your mind about keeping your purchase, please return it within 30 days in its original condition with proof of purchase. We’ll exchange or refund it, as long as it meets our terms and conditions explained on this page.

By original condition we mean:

  • you’ve kept all original packaging and labels in good condition and the product can be resold at full price.
  • you haven’t used the product.
  • the product contains no personal data and isn’t registered to a user.

Online purchases can be returned to us at:

Ironbridge Candle Company
The Workshop
Jackfield Tile Museum
Church Road
Telford
TF8 7AP

Or return to us in store.

What can’t be returned

These products can only be returned if they’re faulty or not as described.

  • Purchases received over 30 days ago
  • Items you’ve opened or unsealed, other than where necessary to inspect
  • Items without the original packaging or labels
  • Items or packaging in poor condition
  • Items that contain your personal data or have been registered with the manufacturer
  • Products made or cut to your own specifications
  • Products that have been personalised for you
  • Opened gift cards

Products that can’t be returned for hygiene reasons:

  • Beauty products that have been opened, used or don’t have the seal intact

If you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund or exchange, so please keep your receipt or order confirmation. We may also deduct money from your refund if the products are not returned in their original condition. Deductions will vary depending on the state of the products returned.

We reserve the right to refuse refunds if any orders returned to us does not meet these conditions.

Taper/Cone Candles

Unfortunately we will not accept returns on this product if the candles have been damaged or not returned in their original condition. We may also charge you for the return of this product if:

  • You have ordered a large quantity and changed your mind. This is because the candles are cut from the frames and each one is individually prepped for shipping which is labour intensive and we are unable to re-attach the candles to the frame.
  • We may also charge you if the candles are not returned to us in their original condition.

How you’ll be refunded

You’ll receive a refund within 14 days of returning the item to the same payment method you used. For items bought with gift cards, we’ll send an e-gift card to the email address that was used to make the purchase.

Returns cost

Small items that can be taken into our shop are free to return.

If the product is not damaged or faulty, you will be responsible for paying and organising the return.

We recommend that you use a registered/tracked delivery where applicable and keep the receipt. Please ensure all items are wrapped securely as we cannot accept liability for goods lost or damaged in transit. Delivery charges to and from the delivery address are the customers responsibility and will not be refunded unless the goods are faulty or not as described.

We may also charge you for the payment fees associated with your order. What this means is, when processing your refund we may deduct the processing fees from your original order. This is usually between 1.75% and 2.5% of the order value. Unfortunately the payment providers will no longer refund these fees to us.