If your goods arrive damaged we require you to advise us within 48 hours from which you received the goods by emailing:
To be eligible for a replacement, please provide all of the following information (within 48 hours):
Upon which within 7 days of your initial email, Collective Candles will then arrange for the goods to be returned to Collective Candles by way of courier/post. You will need to package these goods to prevent further damage upon transit. You may be required to securely package and drop these off to a pick up location.
Once goods are received by Collective Candles, and it is deemed that goods are damaged or faulty, full replacement of goods will be arranged within a reasonable time frame.
We ask you to ensure that you read and understand Collective Candles burning instructions. If you did not follow our burning instructions then it is likely the user’s fault, if this is deemed to be the case you will not be entitled to a refund or an exchange.
We ask you to choose your products carefully, due to hygiene reasons Collective Candles do not exchange products due to a change of mind.
All refund requests are reviewed individually. Please see the prerequisites above in order to submit a Damaged Goods or Faulty Goods claim.
Collective Candles offer a full refund of any product that is deemed to be damaged and or faulty, however we do not offer a refund due to change of mind and or misuse of a product.
If your refund request is approved, then your refund will be processed back to original method of payment, within 7 days of returned damaged goods are received.
If an order is received that cannot be filled, we will issue a refund for that item.
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