Waterford Candle

Refund and Returns Policy

Effective Date: July 2, 2026

Thank you for shopping at Waterford Candle Company Limited (waterfordcandle.com). We take great pride in the quality of our candles and home fragrance products. If you are not entirely satisfied with your purchase, we are here to help you navigate our return process.

By making a purchase on our website, you agree to the terms of this Refund and Returns Policy.

1. Strict No “Refund-Only” Policy

At Waterford Candle Company Limited, we do not offer or permit “refund-only” solutions under any circumstances.

To receive a refund, replacement, or store credit for any product, the physical item must be physically returned to our warehouse first. We will not issue any financial refunds or send replacement products while the original item remains in your possession.

  • No Exceptions: This rule applies universally to all scenarios, including claims of standard customer dissatisfaction, change of mind, incorrect sizes, or minor variances.
  • Damaged or Defective Items: Even if an item is claimed to be broken, damaged, or defective upon arrival, it must still be returned to us for professional inspection before any compensation is granted.

2. Eligibility Window for Returns

You have 30 calendar days from the date you received your item to notify us and initiate a return. If 30 days have gone by since your delivery date, we unfortunately cannot offer you a refund or exchange.

3. Return Conditions

To qualify for a successful return and subsequent refund, your item must meet the following strict criteria:

  • The candle or product must be completely unused, unlit, and in the same condition that you received it.
  • The product must be in its original, undamaged packaging (including boxes, labels, and protective wrappers).
  • You must provide the receipt, invoice, or proof of purchase issued by waterfordcandle.com.

Any item that is used, damaged after delivery, or missing parts for reasons not due to our error will be rejected and sent back to you at your expense.

4. How to Initiate a Return

To start a return process, you must follow these steps:

  1. Contact Us: Send an email to starfall@waterfordcandle.com with your order number and the reason for the return.
  2. Await Authorization: Our team will review your request and issue a Return Merchandise Authorization (RMA) number along with the exact return shipping instructions.
  3. Pack and Ship: Securely pack the item to prevent breakage during transit. Clearly write the RMA number on the outside of the package.

All physical returns must be shipped directly to our registered operating address:

Waterford Candle Company Limited
8 Wayburn Close, Earls Court,
Waterford, Ireland, X91 FPT7

5. Shipping Costs

  • Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable.
  • Trackable Shipping: Because candles are fragile, we highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we are not liable for items lost or broken in transit back to us.

6. Inspection and Refund Processing

Once your return package is physically received at our Ireland facility, our team will open and inspect the product.

  • Approval/Rejection Notice: We will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your refund based on the item’s condition.
  • Approved Refunds: If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 5 to 10 business days, depending on your bank or card issuer.

7. Damaged, Broken, or Defective Items

We handle fragile glass and wax products. If your candle arrives broken or defective, you must contact us at starfall@waterfordcandle.com within 48 hours of delivery.

  • You must provide clear photographic or video evidence of the broken item and the shipping box.
  • Mandatory Return: In accordance with Section 1, our support team will provide a prepaid shipping label so you can return the broken components to us. Once the broken physical items arrive at our facility and pass inspection, we will issue a full refund or mail a brand-new replacement.

8. Sale and Clearance Items

Only regular priced items may be refunded. Final sale, clearance, or promotional gift items cannot be returned or refunded unless they arrive defective.

9. Contact Information

For any further queries regarding our strict physical return requirements or your current order status, please contact us directly:

  • Company Name: Waterford Candle Company Limited
  • Email: starfall@waterfordcandle.com
  • Phone: +(353)862211857
  • Address: 8 Wayburn Close, Earls Court, Waterford, Ireland, X91 FPT7