Returns & Refunds
This page summarises returns and refunds for The Manor. Our full binding policy is in the Terms — where anything differs, the Terms govern.
Change of mind (14 days)
Returns are accepted within 14 days of delivery for unburned candles in their original packaging. Return shipping is the customer's responsibility. Because The Manor is large and heavy (25 lb / 11 kg), return shipping is typically expensive — please take that into account. Once we receive the candle and confirm it is unused and undamaged, we issue a refund to your original payment method.
Damaged or defective
If your candle arrives damaged, or has a structural defect (a crack or flaw on arrival), email [email protected] with a photo and your order number within 7 days of delivery. We'll arrange a replacement or a full refund at no cost — you will not need to ship the candle back.
How refunds are issued
Refunds go back to your original payment method through our payment provider, Helcim. Once approved, the refund is issued to the card you paid with.
EU / UK consumers
If we agreed to ship to you outside the US and you are a consumer in the EU or UK, you have a 14-day right of withdrawal from the day you receive your order, without reason (EU Directive 2011/83/EU; UK Consumer Contracts Regulations 2013). Email [email protected] with subject "Withdrawal" before the 14 days expire. The candle must be returned unburned; return shipping is yours unless the item is defective. EU consumers also have a legal guarantee of conformity of at least 2 years from delivery (Directive 2019/771).
How to start a return
Email [email protected] with your order number and whether it's a change-of-mind return or a damage/defect claim, and we'll send you the next steps.
Questions? Email [email protected].
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