Refund policy

Returns & Refund Policy (14 Days)

Last updated: 15/06/2025

Our Promise

At PHLAME, we’re proud to offer high-quality, handcrafted home fragrance products - including candles, wax melts, sprays, diffusers, and more. While we hope you love everything you receive, we understand that sometimes a return may be necessary.

In line with UK consumer law, we offer a 14-day return period – but with a few fair conditions to protect our small business and the craftsmanship behind every order.

Eligibility for Returns

  • You may request a return within 14 calendar days from the day after you receive your order.

  • Items must be unused, in their original condition, and in original packaging.

  • Returns are only accepted with prior approval via email.

  • The return window is fixed - no extensions are offered.

How to Request a Return

  1. Contact us within 14 days of delivery at support@phlame.uk.

  2. Include your order number and reason for return.

  3. If approved, we’ll send return instructions and address details.

Return Shipping

  • You are responsible for covering return postage, unless the item is damaged or faulty.

  • We recommend using a tracked delivery service for your protection.

  • Items must be returned within 14 days of approval.

  • Refunds will only be processed once the product is received and inspected.

Refunds

  • Once your return is received and approved, your refund will be issued to the original payment method within 14 days.

  • Refunds will be for the product cost only - original shipping fees are non-refundable unless the item was faulty.

Non-Returnable Items

We do not accept returns or refunds for:

  • Custom, personalised, or made-to-order items (unless damaged or defective)

  • Used or opened items

  • Items returned outside of the 14-day window

  • Gift cards

  • Sale or discounted items

Damaged or Faulty Items

Please inspect your items upon delivery.

  • If something arrives damaged or faulty, contact us within 48 hours of delivery.

  • Email photos of the issue and your order number to support@phlame.uk.

  • We will offer a replacement or refund at no cost to you.

We’re a Small Business

This policy helps us stay sustainable while providing fair protection to you, our customer. If you're unsure about a product before buying, feel free to reach out - we're always happy to help!

Contact Us

📧 Email: support@phlame.uk
📞 Phone: 01536 505 182
📍 Address: 2 Greenland Walk, Corby, Northamptonshire, NN18 9DH