Refund policy

We want you to be happy with your candle. If you are not, this policy explains your options. It sits alongside your legal rights and does not replace them.

Your right to cancel
If you are a consumer in the UK or the EU, you have the legal right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. You then have a further 14 days to return the goods to us. To use this right, tell us in writing at hello@houseofborrowed.com before the 14 days are up.

Our 30 day returns window
On top of your legal right to cancel, we accept returns for any reason for 30 days from the day your order arrives.

Condition of returned candles
To be returned, a candle must be unused and unburnt, with the wick untrimmed and the original packaging intact. We cannot resell a candle that has been lit, so we cannot accept it back unless it is faulty. Please include your order number or proof of purchase.

How to start a return
Email hello@houseofborrowed.com with your order number and what you would like to return. We will confirm the return and give you instructions before you send anything back. Items sent back without contacting us first cannot be accepted.

Returns should be sent to:
House of Borrowed, Unit 3 Tong Business Village, Shifnal, TF11 8PT, United Kingdom

Return postage
If your candle is faulty, damaged, or not what you ordered, we pay the return postage and you are not out of pocket. If you are returning it because you changed your mind, the cost of return postage is yours. We recommend a tracked service, as we cannot refund a parcel that does not reach us.

Damaged, faulty or wrong items
Please check your order when it arrives. If anything is broken, faulty, or not what you ordered, contact us at hello@houseofborrowed.com within a reasonable time and send a photograph if you can. We will replace it or refund it in full, including the delivery you paid.

Items we cannot take back
Gift cards, and any candle that has been lit or used, unless it is faulty.

Refunds
Once we have received and checked your return we will email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days longer to show it. If more than 15 business days have passed since we confirmed your refund and you still have not received it, contact us at hello@houseofborrowed.com.

If you cancel under your legal right to cancel within 14 days, we refund the full order including standard outbound delivery, within 14 days of receiving the goods back.