Refund policy

Refund & Returns Policy

We want you to be completely happy with your purchase from APA COMFORTS. 
Each of our candles and wax melts is handcrafted in small batches, and we take great care to ensure your order arrives in perfect condition.

This policy explains how returns, exchanges, and refunds work for our UK customers.

You have the right to cancel or return your order within 14 days of receiving it, in accordance with the Consumer Contracts Regulations 2013.

To be eligible for a return:

  • Your item must be unused, unburned, and in its original packaging.

  • You’ll also need to provide proof of purchase (e.g., order confirmation email).

If your return is accepted, we’ll provide instructions on how and where to send your parcel.
Items sent back to us without prior contact will not be accepted.

Return shipping costs are the responsibility of the customer unless the item is faulty or damaged on arrival.

To start a return, please contact us at Support@apacomforts.com

Non-Returnable Items

Unfortunately, we cannot accept returns for:

  • Used or partially used candles/wax melts

  • Custom or personalised orders (e.g., bespoke scents or labels)

  • Sale items or gift cards

If you’re unsure whether your item qualifies, please email us before returning your order.

Refunds

Once we’ve received and inspected your return, we’ll notify you by email whether the refund has been approved.
If approved, your refund will be issued to your original payment method within 10–14 working days.

Please note it may take additional time for your bank or payment provider to process the refund.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 7 days of delivery with:

  • Your order number

  • Photos of the damaged product and packaging

We’ll arrange a replacement or full refund, depending on your preference and stock availability.

We may ask you to return the item for inspection before processing a replacement or refund.

Exchanges

At this time, we do not offer direct exchanges.
If you wish to replace an item, please return it for a refund (if eligible) and place a new order for the desired product.

Late or Missing Refunds

If you haven’t received your refund within the stated timeframe:

  1. Check your bank account again.

  2. Contact your credit card company or payment provider — it may take some time before your refund is officially processed.

If you’ve done all of this and still haven’t received your refund, please contact us at Support@apacomforts.com

Contact Us

If you have any questions about returns or refunds, please reach out to us:

Support@apacomforts.com

Last updated 09 November 2025