Refund policy

Returns & Refunds

We hope you love your Twenty Wicks order. If you change your mind about an online purchase, you have 14 days from the day you receive your order to let us know that you would like to return it.

Returned items must be unused and in their original condition and packaging. Please contact us at twentywicks@outlook.com before returning an item so we can provide return instructions.

Unless an item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us. We recommend using a tracked service, as returned items remain your responsibility until they reach us.

Once your return has been received, we will process your refund to your original payment method. We aim to do this promptly and within 14 days of receiving the returned goods or evidence that they have been sent back.

Personalised & Bespoke Orders

Items that have been made to your specifications or clearly personalised cannot usually be returned simply because you have changed your mind. This does not affect your rights if an item is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at twentywicks@outlook.com, including your order number and photographs where appropriate. We will arrange a suitable resolution in accordance with your statutory rights.

Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. If your order has already been dispatched, the returns process above will apply.

Nothing in this policy affects your statutory rights.

The 14-day cancellation period, return/refund timing and personalised-goods exception reflect the UK rules; faulty or misdescribed goods retain separate statutory protections.