Refund policy

We really want to you love your Big Wick Energy products. However, if you find you are not entirely satisfied with your purchase, please let us know by contacting hello@bigwickenergycandleco.co.uk within 14 days from the day you received your order. We regret that we cannot process orders for a refund where we have not been contacted prior to returning items, or where we have been contacted outside of the 14 day period. 

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging and suitable for resale (i.e. no used candles please!). We regret that we cannot refund the cost of dispatch, or return, postage. 

Please retain proof of postage for all returned parcels. We cannot refund items that have been lost or damaged in transit following the return of items - this would need to be requested by you from your chosen carrier. 

Once your return has been received and inspected by ourselves, we will send you an email notifying you of the approval or rejection of your refund within 5 working days of receipt of your refunded items. If approved, your refund will be processed and payment will be made to your original payment method. We will process your refund as soon as possible, and always within 7 working days of the email advising you that you are entitled to a refund. 

You can always contact us for any return questions at hello@bigwickenergycandleco.co.uk.