Refund & Returns Policy

Thank you for shopping with Willowen. We want you to be happy with your purchase. This policy explains how returns, replacements and refunds work for orders placed through our online store. By purchasing from us, you agree to the terms outlined below.

We offer a 30-day return period beginning on the date your order is delivered. To be eligible for a refund, the candle must be unused, unlit, in its original packaging and in resellable condition. We are unable to issue refunds for candles that have been burned, partially used, melted or altered after delivery. Proof of purchase such as an order number or receipt is required for all returns.

Used candles are not eligible for refunds under any circumstances. However, if a product arrives damaged, defective, or incorrect, you may request a replacement within 7 days of delivery. In such cases, we may ask for photographic evidence. If a replacement is approved, it will be sent at no cost and you will not be required to return the damaged item unless otherwise instructed.

For change-of-mind returns, the customer is responsible for return shipping costs. If the return is the result of a damaged or faulty product, Willowen will cover the cost of return shipping or provide a replacement without requesting the item back. Shipping fees paid at checkout are non-refundable unless the return is due to our error.

Once your return is received and inspected, any approved refund will be issued to the original payment method within 5–10 business days. We cannot provide refunds to an alternative card or payment account. We reserve the right to refuse returns that do not meet the conditions stated in this policy.

This policy does not affect your statutory rights under the UK Consumer Rights Act 2015 or the UK Consumer Contracts Regulations. You are legally entitled to a refund if goods are faulty, not as described, or not fit for purpose.

To request a return or report an issue, please contact us at returns@willowen.store with your name, order number and the reason for your request.

Willowen

Lowlands Rd, Harrow HA1 3AQ