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Effective Date: October 10, 2026

1. Introduction

Welcome to the official Refund and Returns Policy of www.candledropbox.com. As your dedicated online destination for carefully selected candle holders and premium candle accessories, we at Candle Dropbox prioritize your full satisfaction with every handcrafted, artisan-made piece you purchase from our curated collection, ranging from brass match striker jars, woven seagrass candle trays, to vintage glass match storage jars. This policy clearly outlines the standardized, transparent rules that govern all return and refund processes for orders placed on our platform, with a core strict principle that we do not process any requests for pure “refund only” without the return of the delivered physical product.

By submitting an order and completing checkout on www.candledropbox.com, you confirm that you have fully read, understood, and agreed to all the terms laid out in this policy. Our policy is designed to protect the legitimate rights of both our customers and our small independent home decor business, ensuring a fair, consistent, and efficient resolution experience for every shopper.

2. Eligibility for Return Requests

To qualify for a valid return that can proceed to the corresponding refund processing, your request must meet all the following criteria:

  • Your return application must be submitted to our customer support team within 30 calendar days from the date you successfully receive your ordered candle accessory items. Any request submitted after this 30-day window will not be accepted for processing.
  • All returned items must be in their original, unaltered, resalable condition: the product itself must not be damaged, scratched, stained, modified, or used in any way that goes beyond casual inspection to check its appearance and size. All original product packaging, labels, protective wrapping, and accompanying documentation that came with your order must also be intact and returned together with the product.
  • Custom-made, personalized engraved items, and final-sale discounted clearance products that are clearly marked as non-returnable on the product detail page are not eligible for return, except for circumstances where the items are confirmed to have manufacturing defects or severe damage caused during delivery.
  • ‌Critical Rule Note‌: Under no circumstances will we approve or process any “refund only” requests that ask for a full or partial refund without the return of the physical delivered goods. We never issue pure monetary reimbursements when you have retained the product we shipped to you in full.

3. Valid Return Scenarios We Accept

We accept return applications under the following legitimate circumstances:

  1. ‌Damaged or Defective Products‌: If you find that the product you received has manufacturing flaws, breakages, chipped edges, or functional defects that do not match the product description on our website, you can submit photos or short videos that clearly show the issue to our support team within 7 days of delivery, to start your return process.
  2. ‌Wrong Item Delivered‌: If we mistakenly ship you a product that is different from the SKU, model, or specification you paid for in your order, we will cover all the cost for the return shipping of the wrong item, and arrange the correct replacement for you at no extra charge, or process the refund after you return the incorrect goods.
  3. ‌Non-Defective Change of Mind Return‌: If you change your mind about your ordered item, for example finding that the size of our Concrete Candle Tray does not fit your coffee table, or the style of our Black Cast Iron Match Holder does not match your home decor setup, you can still return the unused, intact item within the 30-day window, but you will be responsible for covering the return shipping cost yourself.

4. Strict Prohibition on Refund-Only Requests

This is the core principle of our policy that all customers are required to comply with:
No “refund only” requests are allowed for any completed, successfully delivered order. We will not process any application that asks to keep the received product while receiving a full or partial cash refund. This rule applies to all order scenarios, no matter it is a situation of your personal change of mind, minor dissatisfaction with the product appearance, or other non-damage related disputes.

If you submit a refund-only request without returning the physical goods, our support team will first explain this policy to you, and ask you to arrange the return of the item before we proceed to any refund related processing. Any refund-only claim submitted with false proof of non-delivery or fake product damage will be regarded as a fraudulent request, and we reserve the right to reject all your related applications, and restrict your future ordering permissions on www.candledropbox.com.

5. Step-by-Step Return Processing Procedure

  1. First, before you send any item back to us, you need to contact our customer support team with your order number, clear photos of the item you intend to return, and a short description of your return reason. Our team will review your application and send you the official authorized return address within 2 working days. Unannounced returns sent to any random address without prior authorization will not be received or processed by our warehouse.
  2. After you receive the authorized return address, pack the item securely with enough protective padding to avoid any damage during the return transit, then ship the package back using a trackable shipping service, and send us the tracking number once you have posted the parcel.
  3. Once our warehouse team receives and inspects your returned item, confirms that all products and packaging meet our return eligibility criteria, we will send you a confirmation email, and process your corresponding refund within 7 working days. The refund will be sent back to the original payment method you used to place your order, and the processing time for the fund to arrive in your account will depend on the rules of your payment service provider, which usually takes 3 to 10 additional business days.

6. Return Shipping Cost Rules

  • For returns caused by our mistakes: defective products, wrong item delivery, or items severely damaged during transit, we will fully cover the return shipping cost, and provide you with a pre-paid shipping label to use for sending the item back.
  • For non-defective change-of-mind returns, you are responsible for bearing all the return shipping fees, import duties, and related logistics costs generated during the return transit. We will not deduct any extra administrative fee from your refund amount as long as your returned item meets our eligibility standards.

7. Contact Information

If you have any questions, concerns, or need assistance with your return application, you can reach us via:

  • Contact Email: [email protected]
  • Contact Postal Address: The Bartonfields Centre, Barton Blount, Church Broughton, Derby, England, DE65 5AP
  • Contact Telephone Number: +44 2081910802

Our customer support team will reply to your inquiry within 2 working days. We reserve the right to update this returns policy occasionally, and any updated version will take effect after being published on the corresponding policy page of www.candledropbox.com.