Refund policy

You are eligible for a return or refund if your product has been damaged during the shipping process, is faulty, or you have received the wrong order. You’ll need the receipt or proof of purchase.

To start a return, you can contact us at admin@borthwickcandle.co.nz with photographs of the product that needs returning. 

If your item is faulty or you have received the wrong order, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If your item has been damaged during shipping, please contact us and we will send out a replacement.

You can always contact us for any return question at admin@borthwickcandle.co.nz.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.

Refunds
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@borthwickcandle.co.nz.