We take great pride in the meticulous crafting of our products and always strive for perfection. However, if something isn’t quite right, we’re here to help. Please contact us as soon as possible at cs@cairncandles.co.uk, and we will do our best to resolve the issue promptly.

This policy should be read alongside our Terms & Conditions and applies to purchases made directly from cairncandles.co.uk.

1. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us within a reasonable time after delivery. We may ask you to provide photographs to help us assess the issue.

Provided the item has not been used, we will offer:

A replacement, or

A full refund (including standard delivery costs)

This is in line with your rights under the Consumer Rights Act 2015.

Please do not use the product if you believe it to be faulty or damaged, as we may be unable to offer a refund once it has been used.

2. Change of Mind (Online Orders)

If you have purchased an item online and simply changed your mind, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.

To qualify for a refund:

Items must be unused, unopened, and in a re-saleable condition

Items must be returned in their original packaging

You must notify us of your intention to return within 14 days of delivery

You are responsible for the cost of returning items where they are not faulty.

Once approved and received back with us, we will refund the cost of the goods using the original payment method within 14 days.

3. Extended Returns (Goodwill Policy)

In addition to your statutory rights, we offer a goodwill returns period of up to 60 days from purchase for unused items, subject to inspection and approval.

This extended period does not affect your legal rights and is offered at our discretion. Return postage costs remain the responsibility of the customer.

4. Used Products

For safety and hygiene reasons, we are unable to accept returns or issue refunds for used products (including candles and diffusers), unless the item is faulty.

5. Lost or Delayed Deliveries

If your order has not arrived within a reasonable timeframe, please contact us and we will investigate with the courier. Where an item is confirmed as lost, we will offer a replacement or refund.

6. Purchases Made Through Third Parties

We can only accept returns and issue refunds for items purchased directly from cairncandles.co.uk or from our physical Cairn Candle Co store in Grantown-on-Spey.

If you purchased Cairn products through a third-party retailer or marketplace, please contact the original seller. We are happy to assist by directing you to the appropriate contact where possible.

7. How to Contact Us

To request a return, refund, or replacement, please contact:

Email: cs@cairncandles.co.uk

Please include your order number and, where relevant, photographs of the item.

This policy does not affect your statutory rights under UK consumer law.