Refund & Return Policy

Refund & Returns Policy

At OH WICK, customer satisfaction is our priority. If you're unhappy with your purchase, we're here to assist, adhering to UK consumer protection laws.

Returns & Exchanges

Eligibility: We accept returns or exchanges within 30 days of receiving your order, only for unopened and unused items.
Condition: Items must be unused, unopened, and in the same condition as received, with the original packaging intact.

Non-Returnable Items

Due to the nature of our products, the following items cannot be returned or exchanged:

  • Opened or Used Candles/Wax Melts: For hygiene and safety reasons, once the seal is broken or the product is used, we cannot accept returns.
  • Discounted or Sale Items: Items purchased at a discount or during a sale are final sale and cannot be returned or exchanged.
  • Custom or Personalised Items: These items are non-refundable unless they arrive damaged or defective.

Surface Imperfections

Due to the nature of wax melts and the delicate process of shipping, minor surface cracks may occasionally occur during transit. Please be assured that these cracks do not affect the product’s usability or fragrance performance. We understand this might not be ideal, but as the product remains fully functional, we are unable to accept returns or issue refunds for minor surface imperfections. We always ensure our wax melts are of the highest quality and will only consider returns for items that are damaged to a degree where they are no longer usable.

Scent Preferences

We understand that scent is a highly personal and subjective experience. At OH WICK, we take great care in crafting our candles and wax melts to ensure the highest quality and a delightful fragrance experience. However, as scent preferences vary from person to person, we are unable to accept returns or offer refunds based on personal taste. We encourage you to review the product descriptions or reach out to us for guidance if you're unsure about a scent before purchasing. Our goal is to ensure you're happy with your purchase, but we cannot guarantee that a particular fragrance will be to your liking once it has been opened

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 72 hours of receiving your order at info@ohwick.co.uk with the following details:

  • Your name
  • Order number
  • Photographs of the damaged or faulty item(s)

Once we’ve verified the issue, we will offer you a replacement or a full refund, including reimbursement for reasonable return postage costs (upon receipt of proof of postage).

Return Shipping Costs

As a small business, we do not cover return shipping costs for non-damaged items. Customers are responsible for these return expenses.
For damaged or faulty items, we will reimburse reasonable return postage costs upon receipt of proof of postage.

Refund Approval & Discretion

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund or replacement. We reserve the right to decide whether a refund or a replacement is offered, depending on the circumstances and the condition of the returned item. Refunds or replacements will be issued at our discretion, based on the item’s condition and adherence to this policy. We reserve the right to decline a refund or replacement if the item does not meet the stated criteria.

How to Initiate a Return or Exchange

  1. Contact Us: Email info@ohwick.co.uk with:
    • Your name
    • Order number
    • The item(s) you wish to return or exchange
  2. Await Instructions: We will respond within 24 hours with instructions for your return. Please do not send items back without receiving these instructions.
  3. Ship the Item: Follow the provided instructions to return your item. We recommend using a trackable shipping service, as we cannot be responsible for lost returns.
  4. Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days to your original payment method.

Additional Information

  • Proof of Purchase: A valid proof of purchase (e.g., order number, receipt) is required for all returns and exchanges.
  • Consumer Rights: Your statutory rights under UK consumer law are not affected by this policy. If you believe an item is faulty, you have the right to request a refund, repair, or replacement under the Consumer Rights Act 2015.
  • Right to Cancel: Under UK law, you have the right to cancel your order within 30 days of receiving your goods. This only applies to unopened and unused items. If you wish to cancel, please notify us within this time frame to arrange for a return. Return shipping will be at your expense.

Contact Us

For any questions or concerns regarding this policy, please reach out to us at info@ohwick.co.uk.