Refund policy

Returns & Refunds

We hope you love your CLIOS order. If for any reason you change your mind, we offer a 30-day return period from the date your order is received, subject to the conditions below.

To be eligible for a return under our 30-day returns policy, your item must be unused, unlit, undamaged and returned in its original packaging, together with proof of purchase.

To request a return, please contact us at support@clioscandles.co.uk before sending your item back. If your return is accepted, we will provide instructions on how and where to send your parcel.

Please do not return items without contacting us first, as unauthorised returns may not be accepted.

Return postage

Unless an item is faulty, damaged or incorrect, customers are responsible for the cost of returning their order.

We recommend using a tracked postal service, as we cannot accept responsibility for returned parcels that are lost in transit.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your candle or other item is damaged, defective or incorrect, contact us as soon as possible at support@clioscandles.co.uk, including your order number and photographs where appropriate.

We will assess the issue and arrange an appropriate replacement or refund.

Nothing in this policy affects your statutory rights.

Change-of-mind cancellations

For orders placed online, UK consumers have statutory cancellation rights under the Consumer Contracts Regulations 2013.

You may notify us that you wish to cancel your order within 14 days of receiving it, without giving a reason. Once you have notified us, you then have a further 14 days to return the goods. 

You may handle an item only as reasonably necessary to establish its nature and characteristics. If the value of an item has been reduced because it has been handled beyond what would reasonably be permitted when examining it, we may make an appropriate deduction from the refund where permitted by law.

Personalised or bespoke items

Items made specifically to your requirements or personalised for you may not be eligible for change-of-mind cancellation or return, except where they are faulty, damaged or not as described.

Sale items

Sale or promotional items are subject to the same statutory consumer rights as full-price goods.

Any additional voluntary returns offered by CLIOS will be subject to the terms stated at the time of purchase.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, please return the original item in accordance with this policy and place a new order separately.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

Approved refunds will be made to your original payment method.

Where you exercise your statutory right to cancel an online order, we will refund eligible payments, including the cost of our least expensive standard delivery option, in accordance with applicable consumer law. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back. 

Please allow additional time for your bank or card provider to process the refund after it has been issued.

If you have not received an approved refund, please contact support@clioscandles.co.uk.

Your statutory rights

This returns policy is in addition to your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

For example, consumers generally have a 30-day short-term right to reject goods that are faulty or not as described.