Returns

At Three Trees Candle Co., we put a lot of love into every candle we make, and we want you to feel just as good about your purchase as we do. We hope you're delighted every time - but if something isn't right, here's everything you need to know.

Faulty or Damaged Items

Although we take great care to check every order before it leaves us, we know that occasionally things can go wrong in transit. If your item arrives damaged, faulty, or not as described, we're so sorry - and we'll make it right.

Your rights under the Consumer Rights Act 2015 mean you're entitled to a repair, replacement, or full refund if your goods are:

•         Not of satisfactory quality

•         Not fit for purpose

•         Not as described on our website

What to do: Please get in touch with us at beckysteer88@gmail.com within 30 days of receiving your order. Include your order number and, if possible, a photo of the issue - this helps us sort things out quickly. You'll need to cover the cost of return postage for faulty or damaged items, and we'll issue a refund or send a replacement as soon as we've received and inspected the goods.

Your Right to Cancel (Distance Selling)

As an online retailer, we're required by law to let you know about your cancellation rights under the Consumer Contracts Regulations 2013.

You have the right to cancel your order within 14 days of receiving it - no reason needed. If you'd like to exercise this right, please notify us in writing within that 14-day window by emailing beckysteer88@gmail.com with your order number.

Once you've notified us, you then have a further 14 days to return the item. To be eligible for a refund, the following conditions must be met:

•         The item must be unused, unlit, and in its original condition

•         The item must be returned in its original packaging

•         The item must not have been tampered with or had its seal broken

 

Please note: For cancellations that are not the result of a fault or error on our part, the cost of return postage is your responsibility. We recommend using a tracked service, as we're unable to accept liability for items lost in the post.

 

Once we've received and inspected the returned item, we'll process your refund within 14 days. Refunds will be issued to your original payment method. Please note that we're only able to refund the cost of the product itself - original outbound shipping costs are non-refundable.

Exchanges

We don't currently offer exchanges. If you'd love a different scent or size, simply pop a new order through our website - we'd be happy to help you find your perfect match.

Returns Outside These Timeframes

Unfortunately, we're unable to accept returns outside the timeframes set out above. If you have a concern about a product purchased more than 30 days ago, please still reach out - we'll always do our best to help, even if a formal return isn't possible.

Get in Touch

We're a small, friendly team and we genuinely want to help. If you have any questions about your order or this policy, please don't hesitate to reach out:

•         Email: beckysteer88@gmail.com

•         Response time: We aim to reply within 2 business days