Returns and Refund Policy

Money Back Guarantee

At JAQ Candles, our mission is to provide you with high-quality soy wax candles crafted with care and dedication. We want you to love your purchase. If for any reason you are not completely satisfied with your order, we offer a money back guarantee or item replacement policy. 

Returns

If you are not satisfied with your purchase, please follow these steps:

  1. Contact Us: Reach out to our Customer Support team. You can contact us at info@jaqcandles.co.uk or DM us on Instagram @jaqcandles. Please provide your order number and details of the item you wish to return or exchange. 

  2. Return Authorization: Our Customer Support team will provide you with instructions on how to return your item(s). Please ensure that the item(s) are in their original condition, unused, and in the original packaging.

  3. Package and Ship: Pack the item(s) securely and ship them to the address provided by our Customer Support team. You are responsible for return shipping costs, except in cases of defective or damaged items.

Refunds

Upon receiving and inspecting your returned item(s), we will process your refund as soon as possible. Refunds will be issued in the original payment method used for the purchase, unless an alternative account is provided. 

Damaged or Defective Items

In the rare event that you receive a damaged or defective item, please contact us immediately. We will replace the item at no additional cost or offer a full refund, including return shipping costs.

Cancellations

If you need to cancel an order, please contact us and we will make every effort to accommodate your request. 

Contact Us

If you have any questions or concerns about our return policy or need assistance with a return, please don't hesitate to contact our Customer Support team at info@jaqcandles.co.uk or DM us on Instagram @Jaqcandles. 

We strive to provide you with the best soy wax candle experience. Thank you for choosing JAQ Candles. 

Last Updated: 12/10/2024