Refund policy

Last updated: 14 October 2026

Obsesie.com is operated by Obsesie Ltd. Our return and refund process is intended to be clear and fair for customers purchasing candle molds and related products. Nothing in this policy removes or restricts rights you have under applicable consumer law.

Return Policy at a Glance

• Change-of-mind return notification: Within 14 calendar days after receipt of eligible goods. This applies to UK and EU customers and is also our voluntary policy for other supported shipping destinations.
• Return dispatch: Send the item back within a further 14 calendar days after notifying us, where that statutory period applies.
• Return destination: Customer support will provide the appropriate return location for your order.
• Change-of-mind return shipping: Paid by the customer unless we agree otherwise or the law requires otherwise.
• Faulty, damaged or incorrect products: Contact us for return instructions and a remedy.
• Restocking fee: None for eligible returns.
• Refund method: Normally the original payment method.

14-Day Change-of-Mind Returns

You can notify us that you wish to cancel your purchase of an eligible physical product within 14 calendar days of receiving the goods. For UK and EU customers with a statutory withdrawal right, the legally applicable rules determine when that period begins. Where several goods are bought as one order and delivered separately, the statutory period generally starts after the last item is delivered.

Our voluntary 14-day change-of-mind policy also applies to eligible goods shipped to our other supported countries. If mandatory local consumer law gives you more extensive rights, those rights take priority.

For a statutory cancellation, you do not have to give a reason. Notify us of your decision by an unambiguous statement at customercare@obsesie.com. Include your order number, checkout email and affected items where possible. You may exercise a statutory right to cancel without waiting for approval from us.

Sending Products Back

After notifying us, send the eligible goods back without undue delay and, where the UK/EU statutory cancellation rules apply, within a further 14 calendar days.

Please contact us for the return address applicable to your order before posting a parcel. Because orders can be fulfilled internationally, the proper return location may differ by item and dispatch origin.

Do not assume that the registered office is the return address. Our team will provide the suitable return instructions. We recommend using a tracked shipping service and retaining proof of dispatch.

Change-of-Mind Return Postage

For an ordinary change-of-mind return, the customer is responsible for the direct cost of returning the product to the return location provided by Obsesie Ltd.

Return postage is not reimbursed unless:

• Obsesie Ltd has specifically agreed to pay it; or
• Applicable consumer law requires us to cover it.

We recommend tracked delivery. The customer remains responsible for ensuring that the return parcel reaches the supplied return location, subject to overriding legal rights.

Condition of Returned Goods

You may reasonably examine products to establish their nature, characteristics and functionality. Please return the supplied parts and accessories and, where reasonably possible, their packaging.

Candle molds should be inspected before use. Filling a mold with wax, resin, soap, plaster, oils, dyes or other materials may go beyond the handling reasonably necessary to inspect it. Where legally permitted, a deduction may be made for diminished value caused by handling beyond what is necessary to establish the product's nature, characteristics and functionality.

Normal inspection alone does not invalidate statutory cancellation rights.

Exceptions to Change-of-Mind Returns

Where the law allows, change-of-mind cancellation may not be available for certain products made to a customer's specifications or clearly personalized. Products that have been extensively used or materially altered may also be subject to lawful deductions for diminished value.

Products bought on sale or with a discount are not automatically excluded from our returns policy. Exceptions do not affect mandatory rights concerning faulty, damaged, incorrect or misdescribed goods.

Damaged Products

If an order arrives damaged, please contact us as soon as reasonably possible and include your order number, an explanation of the issue and clear photographs of the item and packaging where practical.

We recommend notifying us of obvious transport damage within 48 hours of delivery to assist with carrier investigations. This is only a recommendation: it does not impose a deadline on your statutory consumer rights.

Please retain the product and packaging, where reasonably possible, until our support team has reviewed the issue.

Faulty or Incorrect Goods

If a product is faulty, materially misdescribed or different from the item ordered, email us before returning it. Depending on the circumstances and applicable law, the appropriate remedy may include a repair, replacement, refund or another legally required resolution.

Where a faulty or incorrectly supplied item needs to be returned, we will provide appropriate instructions and cover reasonable return expenses when required by law. These claims are separate from ordinary change-of-mind returns.

Missing Items and Split Orders

Orders containing several products may arrive in separate shipments. Check your order's dispatch confirmations and tracking references. If all parcels have arrived and an item is still missing, contact our customer support team.

Cancelling or Changing an Order Before Dispatch

Contact us promptly to request an order change or cancellation. We will make reasonable efforts to help before dispatch, but changes cannot always be made once the order has entered fulfillment. This does not restrict statutory cancellation rights where they apply.

Exchanges

We generally process voluntary change-of-mind requests as a return and refund instead of a direct exchange. You can place a new order for the preferred item or variation. For faulty or incorrect products, a replacement may be offered or required depending on the circumstances.

Refund Timing

For UK statutory cancellations where goods must be returned, eligible payments are reimbursed without undue delay and in any event no later than 14 calendar days after the earlier of:

• Our receipt of the returned goods; or
• Our receipt of adequate evidence that you have sent them back.

If no goods must be returned, the applicable statutory refund period runs from receipt of the cancellation notice. Where other mandatory law applies, we comply with the applicable deadline.

Refunds are ordinarily returned using the original payment method, unless you have expressly agreed otherwise or law requires another method. Your payment provider may take additional time to show the refund.

Original Shipping Charges

Standard shipping is currently free to our supported destinations. If an outbound delivery charge was paid and applicable law requires its reimbursement after cancellation, we will reimburse the qualifying amount. When a customer has chosen an optional premium delivery method, mandatory law may require reimbursement only up to the price of the least expensive standard delivery option.

How to Request a Return

Email customercare@obsesie.com and tell us which order and product the request concerns. For ordinary returns, we will provide the appropriate address and instructions.

If you prefer, you can use the following optional cancellation wording:

To Obsesie Ltd: I hereby give notice that I cancel my contract for the sale of the following goods: [items]. Order placed on [date], received on [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].

You can send this statement by email. You are not required to use this exact wording when the law permits another clear cancellation statement.

Company Details

Obsesie Ltd
Company number: 15427265
Registered in England and Wales
Registered office: 5 Brayford Square, London, E1 0SG, United Kingdom
Customer service: customercare@obsesie.com

The registered office is not automatically a customer return address. Please request return instructions first.

See also our Shipping Policy.