We hope that you are pleased with your order, but if not, we are more than happy to help. Please see our contact us page for more details. 

We can only offer refunds within 14 days of purchase. Unfortunately any requests beyond the 14 days will not be approved. 

To enable us to process a return, the products must be unused and in their original packaging, therefore please ensure that you are 100% content with your products before using. 

Please be aware that when returning an item, the return postage is paid for by the customer and that you, as the customer, are responsible for the return until we confirm it has made it back to us. When your return is received we will check it and let you know. If you are eligible for a refund, it will be processed and you will be refunded the money via the original payment method. Please be aware this will take 5-10 working days. 

Damaged goods

At Carter Candles we take pride in only sending out excellent products we would be happy to receive. If you receive your order and it is damaged please email us with photographic evidence and an explanation of exactly how your order arrived. 
If we can, due to stock levels, we will then offer a replacement for the damaged goods. Please be aware as a small business we only have limited numbers of stock and therefore this isn’t always possible. Where a replacement isn’t possible we will refund you for the damaged items only. 

Sale items

Unfortunately we don't offer refunds on items that were purchased at a discounted price. 

Please can we request that you take into consideration that all of our wax products are hand made. This does mean that they may have some slight imperfections or may vary slightly.