Refund policy
Thank you for shopping with us at The Lemon Tree Candle Company. We are here not only to help get you the best products we can but what is more important is that we resolve any issues you may have after you have purchased and we take that very seriously.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or refund.
The first step is to contact us to let us know of any problem or issue you have with any of our products or the way in which you received them. You can do that in any of the following ways:-
Email: hello@lemontreecandles.co.uk
Phone: 0782 104 8716
If your return is accepted, we would ask you to return it to us within 30 days of receipt. Please make sure your items are securely wrapped, it is your responsibility to ensure returned items are resalable.
please use a signed for postal service to protect yourself against loss and we will issue you with a full refund after we receive the products.
Our return address is:-
15 Aspen Way, Hoole, Chester, Cheshire, CH2 3EX
You can always contact us for any return question at hello@lemontreecandles.co.uk
Faulty Products and Damages
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct any mistake made.
Please email us at hello@lemontreecandles.co.uk with the following:-
- Photographs of the packaging and product
- Order number
You must pay the return postal cost. We recommend using a "signed for" service to guarantee proof of delivery back into our warehouse. We will not refund any items lost in the post or not delivered to us.
Allow up to one week upon return of goods for funds to be credited to your original method of payment (minus any original shipping costs) or an exchange made.
Products given as a gift can only be returned by the original purchaser.
When You will receive your refund
We will notify you once we’ve received and inspected your return and we will then let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too.
Exchanges
If you are not satisfied with your purchase or you change your mind, you can request a return or exchange within thirty (30) days of purchase if the product is in the original condition and packaging.
By original condition we mean that there are no scratches or marks on the product and that the product packaging has not been opened, used or damaged and the product is in a re-saleable condition.
Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.