Returns

How to return goods to Smartcandle

Smartcandle offer a 14 day money back guarantee. If you are not completely satisfied with your purchase from Smartcandle you can return it to us within 14 days of purchase unused and in its original packaging for a full refund, or replacement for a different type, Smartcandle will not be responsible for the return postage cost..

Returns after 7 days from the delivery date, may be subject to a handling "Admin" charge if the items returned had been ordered correctly and then returned by the customer, the admin charge would be 10% of the order value.

To return your Smartcandles please follow the steps below:

• Inform us that you wish to return an item via our "Contact us" e mail facility located on our home page
• We require the following details (a) Order number (b) Item code and quantity being returned (c) The reason for your return.
• Please arrange to return the Smartcandles via a registered post / courier as you may need proof of return in case the parcel / packet gets mislaid. Smartcandle will not be responsible for any lost in transit parcels.
• Upon receipt providing that the return items are received in an unused condition , in the original packaging , Smartcandle will refund the cost of the product.

Faulty Smartcandles

Your Smartcandles are covered by a 12 month guarantee, excluding batteries, if for any reason your candles do develop a fault then we will replace them free of charge , providing that the fault was not caused by misuse, accidental damage ,or general wear and tear should the need arise and you need to contact us to report a faulty item then please use our "Contact us" form from the "Home Page" to send us an e mail.

To enable us to assist you it is important , to let us have as much information as possible, this should include:

• Your Full name
• The Smartcandle version , you should be able to identify the part number and description from our website
• The fault , try to provide us with as much information as possible
• The original Order number that you purchased the candles from us on , we understand that this may not be possible , however providing we have your name and address then we can check our data base to extract the original sales details.

Once we have received your information , we will reply to you with our comments or advice on how to correct the fault, if it is not possible to resolve this issue then we may ask you to return it to us , to enable our technical department to either repair or replace the item. 

Please note that for Smartcandles purchased from other retailers or web sales operations and NOT from Smartcandle directly ,then you should return them to the company you purchased them from. 

If you need more help , then please do not hesitate to contact us on 01753 621777   Monday - Friday 9am - 5pm

The Address for returns

Smartcandle , Unit A1 , Fairacres Ind Estate , Dedworth Road , Windsor , SL4 4LE