Refund policy
Returns & Refunds
The 30-Day Rule
You've got 30 days from the day your order arrives to request a return. No drama, no hoops — just get in touch.
To be eligible, the candle needs to be unused, in its original packaging, and you'll need your receipt or proof of purchase. If it's been burned, it's been used. That's not a return, that's a candle.
To kick off a return, email us at hello@brocandle.co. Don't send anything back without contacting us first — we won't be able to accept it.
Once your return is approved, we'll send you a shipping label and tell you exactly where to send it.
Return Address Bro Candle, 61 Marshall Way, Wolverhampton, WV8 1FN
Something Arrived Damaged?
Open your order when it arrives and give it a once-over. If something's broken, defective, or we've sent you the wrong thing, contact us immediately at hello@brocandle.co and we'll sort it — no questions asked.
International Orders & Customs Charges
We're a UK-based brand and we ship internationally. Here's what you need to know before you order:
Any customs duties, import taxes, or charges levied by your country's border authority are outside of our control and are entirely your responsibility. We can't predict them, prepay them, or refund them. If your country charges import tax on goods from the UK, that bill is yours.
If you refuse delivery because of customs charges and the order is returned to us, we'll refund the cost of the products — but not the original shipping cost, and not any customs fees that were incurred. We're not able to recover those on your behalf.
If you're unsure what charges might apply in your country, we'd recommend checking with your local customs authority before placing an order.
What We Can't Take Back
A few things we can't accept returns on:
- Sale items
- Gift cards
- Any item that's been used or isn't in its original condition
Exchanges
Want a different scent? Return the one you've got, and once it's accepted, place a new order for the one you actually want. It's the fastest way to get what you're after.
In the EU? You've Got 14 Days
If your order is shipping to the European Union, you have the right to cancel or return within 14 days of receiving it — no reason needed. Same rules apply: unused, original packaging, proof of purchase. Please note that any customs or import duties paid are non-refundable.
Refunds
Once we've received and inspected your return, we'll let you know whether it's been approved. If it has, your refund goes straight back to your original payment method within 10 business days.
Bear in mind your bank may take a little longer to show it on your end. If 15 business days have passed since we approved your refund and you've still not seen it, email us at hello@brocandle.co and we'll chase it down.
Please note refunds cover the cost of the products only. Original shipping fees and any customs or import duties are non-refundable in all circumstances.
Any questions at all — hello@brocandle.co. We're real people, we'll actually reply.