Refund policy
Returns & Refunds Policy
Last updated: 28th August 2026
We hope you love your Ankerwycke Candles purchase. If something isn't right, please contact us and we'll be happy to help.
This policy does not affect your statutory rights.
Changing Your Mind
If you purchase from us online, you generally have 14 days from the day you receive your order to tell us that you wish to cancel it.
You do not need to give us a reason.
To cancel, please email: wendy@ankerwyckecandles.co.uk
Please include your name and order number so that we can identify your order.
You can also use the model cancellation form at the bottom of this policy, although you do not have to use it.
Returning Your Order
After telling us that you wish to cancel, you must return the goods to us within 14 days.
Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning it.
We recommend obtaining proof of postage when returning an order.
Please contact us before sending your return so that we can provide the appropriate return instructions.
Looking After Products You Intend to Return
You may inspect products in the same way that you reasonably could in a shop.
Please take reasonable care of products while they are in your possession.
If handling a product beyond what is necessary to establish its nature, characteristics and functioning reduces its value, we may be entitled by law to make an appropriate deduction from the refund.
Refunds for Cancelled Orders
Where you validly cancel your entire qualifying order, we will refund the price paid for the returned goods.
Where required by law, we will also refund the cost of our least expensive standard delivery method offered for your order.
If you chose a more expensive delivery option, such as Royal Mail 1st Class when a cheaper standard option was available, we are not required to refund the additional amount you paid for the enhanced delivery service.
We will make the refund without undue delay and within the applicable statutory timeframe. For returned goods, we will wait until we have received the goods back before issuing a refund.
Refunds will normally be made using the original payment method unless otherwise agreed.
Faulty, Damaged or Incorrect Items
If your product arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us as soon as reasonably possible at:
wendy@ankerwyckecandles.co.uk
Please provide your order number and, where possible, photographs of the product and packaging so that we can understand what has happened and resolve the issue quickly.
Where goods do not meet the standards required by UK consumer law, your statutory rights apply. This policy does not limit those rights.
Where we are responsible for supplying faulty, damaged, incorrect or misdescribed goods, we will not require you to bear return costs where the law requires us to cover them.
Handmade Products
Our products are handmade in small batches.
Small variations in colour, finish and appearance can therefore occur between batches.
Natural wax products may also display characteristics such as frosting or variations in how the wax adheres to the container.
These characteristics do not necessarily mean that the product is faulty.
This does not affect your rights if a product is genuinely faulty, damaged or not as described.
Fragrance
Fragrance is subjective and can smell different depending on the surroundings in which it is used.
Room size, airflow, temperature and other fragrances within your home can all influence how a fragrance is perceived.
Nothing in this section affects your statutory rights where a product is faulty or not as described.
Gift Cards
Electronic gift cards are valid for 12 months from the date of purchase.
Your statutory rights in relation to gift cards are not affected by this policy.
Personalised Products
We do not currently offer personalised products.
If we introduce personalised or made-to-order products in the future, different statutory cancellation rules may apply. Any applicable restrictions will be clearly explained before you place your order.
Contact Us
For cancellations, returns or problems with an order, please contact:
Ankerwycke Candles Limited
Email: wendy@ankerwyckecandles.co.uk
Registered office:
5 Arnold Road
Staines-upon-Thames
Surrey
TW18 1LY
Company number: 12852865
Registered in: England and Wales
Model Cancellation Form
If you wish to cancel your order, you may use the form below, although you are not required to do so.
To: Ankerwycke Candles Limited, 5 Arnold Road, Staines-upon-Thames, Surrey, TW18 1LY
Email: wendy@ankerwyckecandles.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Order number: ______________________________________________
Goods ordered: ______________________________________________
Date ordered: ______________________________________________
Date received: ______________________________________________
Customer name: ______________________________________________
Customer address: ______________________________________________
Date: ______________________________________________
If submitting this form electronically, simply type your name in place of a signature.
Ankerwycke Candles Limited