We hope you are delighted with your Red Moss Candles product however if what you receive is not what you expected or arrives damaged we will be happy to offer you a full refund or replacement.
We have a 14-day returns policy, which means you have 14 days after the date you receive your item to request a return. You then have a further 14 days after that to return your product to us.
To be eligible for a return, your item must be in the same condition that you received it, unused, and preferably in its original packaging.
If your product arrives damaged we will require photographic evidence of the damage before we will issue a refund or replacement.
Please note that unless there is an issue with the product (i.e. damaged or a fault) you will be responsible for the cost of returning the product to us.
If you have simply changed your mind we will refund the original shipping costs where the whole original order is returned. If you keep part of the order no shipping costs will be refunded.
Please kindly note that you are responsible for the returned item until it arrives with us so please obtain proof of postage for your return and keep a note of your tracking number. We will not be able to investigate lost items or issue a refund until the product arrives with us.
To start a return, please contact us at:
We will send you return instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds are processed by us within 5 working days using the original payment method.
You can contact us for any return question at firstname.lastname@example.org
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns of gift cards.
The fastest way to ensure you get the item you'd like is to return the original item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.