Refund policy

Refund Policy

At QANDL, we uphold the highest standards of craftsmanship and presentation. Each candle is meticulously inspected and elegantly packaged to ensure it arrives in impeccable condition.

Should you require assistance with your purchase, we kindly invite you to review our policy below.

For all return enquiries, please contact us exclusively at qandluk@hotmail.com.
(We are unable to process order-related matters via social media or alternative platforms.)

Refunds & Store Credit

Refunds
Approved returns may be refunded to the original method of payment or issued as store credit, according to your preference. Please note that original shipping charges and return postage costs will be deducted from the final refund amount.

Store Credit
Issued via email and valid indefinitely.

Kindly note, we do not offer exchanges.

Return Eligibility

To preserve the integrity and quality of our collections, returned items must:

  • Be requested and received within 14 days of confirmed delivery

  • Remain unused and unlit

  • Be returned in their original packaging

  • Be in pristine, resaleable condition

Non-Returnable Items

We are unable to accept returns for items that are:

  • Used, burned, altered, or damaged

  • Returned with noticeable external scents, marks, or contamination

  • Missing original packaging

  • Sent beyond the stated timeframe

  • Returned without prior approval

Arranging a Return

To initiate a return:

  1. Email us with your full name, order number, and reason for return.

  2. Upon approval, detailed return instructions will be provided.

  3. Refunds or store credit will be issued following inspection of the returned item.

Shipping

Return shipping costs remain the responsibility of the customer, unless an item is confirmed to be faulty.

If your item is verified as faulty, return arrangements will be organised accordingly.

Faulty or Incorrect Items

In the rare event that your order arrives faulty or incorrect, we will gladly arrange a refund to your original payment method.

Photographic evidence is required, and notification must be made within 5 days of delivery.

Lost or Delayed Orders

Any delivery concerns must be reported within 21 days of dispatch. Claims submitted beyond this period are regrettably unable to be investigated or refunded.

QANDL
Where Fragrance Meets Reflection