Rosewood and Flame – Returns & Refund Policy

Last updated: 01 March 2026

Thank you for shopping with Rosewood and Flame. Each candle is carefully hand-poured in the United Kingdom using natural soy wax and premium fragrance oils. If you are not completely satisfied with your purchase, please review our policy below.

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Returns – Change of Mind

If you change your mind about your purchase, you may request a return within 14 days of receiving your order.

To initiate a return, please email:

Email: contact@rosewoodandflame.com

Please include:
• Your full name
• Order number
• Product name(s)
• Reason for return

Please first contact us using the email above with your order number, reason for the return, and any necessary proof if applicable. Once your request is reviewed and approved, we will provide the return address via email along with further instructions.

Once your return request is acknowledged, the item must be returned within 14 days.

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Return Conditions

To be eligible for a return:
• The candle must be unused and unlit
• All original packaging and labels must be intact
• The item must be in resalable condition
• Proof of purchase is required

Due to hygiene and safety reasons, we cannot accept returns of candles that have been used, burned, damaged, or altered.

All returned items are inspected upon receipt. We reserve the right to refuse or reduce a refund if the product does not meet the above conditions or shows signs of excessive handling.

Shipping costs are non-refundable for change-of-mind returns.

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Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incorrect, or shows a manufacturing defect, please contact us within 48 hours of delivery with:

• Your order number
• Clear photographs of the product
• Photographs of the outer packaging

The item must remain unused and unlit, even if damaged or defective. We are unable to process a refund or replacement for items that have been burned, used, or altered.

Once your claim has been reviewed and approved, we will provide the return address and instructions via email so the item can be returned for inspection.

For confirmed damaged, defective, or incorrect items:
• We will provide a replacement or issue a refund for the affected item
• We will cover reasonable return shipping costs for this scenario only

Return shipping costs for change-of-mind returns remain the responsibility of the customer.

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Inspection & Claim Verification

All damage claims are subject to inspection and verification.

Rosewood and Flame carefully quality checks and securely packages all orders prior to dispatch. We reserve the right to decline a refund or replacement where:
• The damage appears to have occurred after delivery
• The product shows signs of misuse, impact damage, tampering, or improper handling
• The outer packaging shows no evidence of transit damage
• The item has been used, burned, or altered

In cases of suspected transit damage, we may request additional information and may investigate the claim directly with the courier.

False, misleading, or fraudulent claims will not be accepted.

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Refunds

Once your returned item is received and inspected, we will notify you via email regarding the outcome.

If approved, refunds will be issued to your original payment method within 14 days.

Please allow additional time for your bank or card provider to process the transaction.

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Exchanges

We only replace items if they are manufacturing defective or damaged during transit.

If your item arrives defective or damaged, please contact us within 48 hours of delivery and include:

• Your order number
• Clear photographs of the product showing the defect or damage
• Photographs of the outer packaging

The item must remain unused and unlit. We are unable to process an exchange for items that have been burned, used, or altered.

Once the claim has been reviewed and approved, we will provide further instructions and the return address via email.

Please note that exchanges are not available for change-of-mind returns.

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Shipping for Returns

Please contact us first via email with your order number, reason for the return, and any necessary proof. Once approved, we will provide the return address and instructions via email.

Returns sent without prior authorisation will not be accepted.

For change-of-mind returns, you are responsible for paying your own shipping costs.

We recommend using a tracked service, as we cannot guarantee receipt of returned goods and are not responsible for items lost in transit.

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Contact

If you have any questions regarding returns or refunds, please contact:

Email: contact@rosewoodandflame.com