Refund policy

Return and refund policy

This policy covers candles and wax melts purchased online from KiKi’s House.

Changing your mind

You can cancel your order within 14 days of receiving it. To arrange a return, email kikishousecandles@gmail.com with your order number and the items you wish to return. You do not need to give a reason.

Please return the items within 14 days of telling us you wish to cancel.

Returns address: KiKi's House Candles & Wax Melts, 45 Woodville Road, Ipswich, IP4 1PB.

You are responsible for return postage when returning an item because you have changed your mind. Please package items securely and keep proof of postage.

Condition of returned items

To receive a full refund, please return items unused and in a resellable condition. You may inspect them as you would in a shop. If handling beyond this has reduced an item’s value—for example, by burning a candle or melting a wax melt—we may deduct that reduction in value from your refund.

Original packaging is helpful where available, but is not a requirement for exercising your cancellation rights.

Personalised items

Items made to your specifications or clearly personalised cannot be returned for a change-of-mind refund. This does not affect your rights if an item is faulty, damaged or not as described.

Damaged, faulty or incorrect items

Please email kikishousecandles@gmail.com if your order arrives damaged, faulty or incorrect. Include your order number and details of the problem. Photographs are helpful if available.

We will arrange an appropriate refund, replacement or other remedy in accordance with your consumer rights. Where a return is required, we will cover reasonable return postage.

Handmade products

Our candles and wax melts are handmade in small batches. Colours, decoration and placement may vary slightly from the photographs. We aim to make each item as close to the image shown as possible.

This does not affect your rights if a product is faulty or materially different from its description.

Refunds

For change-of-mind returns, we will issue your refund within 14 days of receiving the returned items or evidence that you have sent them back, whichever is earlier.

Refunds will be made to your original payment method. Your bank or payment provider may take additional time to show the refund.

If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option. Additional charges paid for express delivery will not be refunded.

Sale items have the same statutory return rights as full-price items.

Your statutory rights are not affected by this policy.

For questions, contact kikishousecandles@gmail.com.