Refund policy

Changing or cancelling your order

If you want to change or cancel an order before we send it, contact us as soon as you can and we'll do our best to help. Once your order has been sent, you can still cancel it as explained below.

Your right to cancel (14 days)

You can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one parcel, the 14 days start when you receive the last one.

To cancel, tell us clearly within those 14 days by emailing privacy@petromedia.co.uk, giving your name, order number and the items you want to cancel. You can use the model cancellation form below, but you don't have to.

Please send the items back to us within 14 days of telling us you're cancelling. Unless the items were faulty or not what you ordered, you pay the cost of returning them. We'll give you our returns address when you tell us you're cancelling.

We'll refund the price of the items and our standard delivery charge (if you chose a more expensive delivery option, we refund only the cost of our standard option). We'll refund you within 14 days of receiving the items back, or of you showing us proof that you've sent them, whichever is sooner. The refund goes back to the payment method you used.

Please handle the candles only as you would in a shop. If a candle has been lit or used, or has been damaged while it was with you, we can reduce the refund to reflect its lower value, up to its full price.

You can't cancel an order for items made or personalised to your own instructions (for example, a custom label or scent you asked for).

Damaged or faulty orders

If something arrives damaged or faulty, please tell us as soon as you can, ideally within 5 days of delivery, so we can sort it out quickly. We'll ask for photos of:

  • the damaged item
  • the packaging around it
  • the inside of the delivery box
  • the outside of the delivery box

The photos help us claim from the courier, so please contact us rather than the courier, and keep the packaging until we've replied. Depending on what you'd prefer, we'll give you a full refund or a replacement if we have stock. We'll email you to confirm, and refunds go back to your original payment method, usually within 5 to 7 days.

None of this affects your legal rights. For more information about your rights as a consumer, contact Citizens Advice.

International orders

Please be aware that orders to addresses outside Great Britain may be subject to import taxes, customs duties and VAT charges in the destination country, payable by the customer. Super Duper Candle Company has no responsibility for these charges.

If an import charge remains unpaid, we can only refund you for the order when we receive your order back at our HQ from customs, and we will deduct any fees from the refund to cover our costs. So, for example, if there is a £20 customs fee on an order, and your order is £30, we can only refund you £10 for your order that has not been delivered.

Offering international delivery is an incredibly difficult service for us to implement as a result of the United Kingdom's exit from the European Union, but we recognise that international customers may really want one of our candles, and that is why we offer the service. But we do encourage you to please read all notices on our site regarding international charges very carefully, as we are only a small business and we are unable to swallow additional costs.

Orders lost in the post

In the unlikely event of an order being lost by the courier, please notify us within 14 days of the due delivery date in order for us to process a refund or issue a replacement if we have available stock.

Orders returned back to the sender

For orders returned back to us (where the customer was not in to receive the delivery and did not arrange redelivery or collection for the period of time that the parcel is held), we will first contact you to arrange redelivery, and you will be responsible for redelivery costs. If we do not get a response within 14 days, the contents of the order may be listed for resale on our website.

Model cancellation form

(Complete and return this form only if you want to cancel your order.)

To: Super Duper Candle Company, privacy@petromedia.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name:

Address:

Signature (only if sent on paper):

Date: