Return Policy

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1. Introduction

This Return Policy explains your rights regarding returns, refunds, and cancellations when purchasing from Candlearomaglow. This policy complies with UK consumer protection laws, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

2. Your Consumer Rights

As a consumer, you have certain statutory rights under UK law. This Return Policy does not affect your statutory rights. You have the right to:

• Receive goods that are of satisfactory quality, fit for purpose, and match their description
• Cancel your order within 14 days of delivery (for distance sales)
• Return faulty or defective goods
• Receive a full refund for goods that do not conform to contract

3. Cancellation Rights

3.1 Online and Phone Orders

If you purchase goods online or by phone, you have the right to cancel your order within 14 days of receiving the goods without giving any reason. To exercise your right to cancel, you must inform us of your decision by:

• Email: bloom@candlearomaglow.world
• Phone: +44 1706 299612
• Post: 1 Rochdale Rd, Shaw, Oldham OL2 8AD, United Kingdom

You can use the model cancellation form below, but it is not obligatory:

3.2 Exceptions to Cancellation Rights

Your right to cancel does not apply to:

• Perishable goods (fresh flowers) that have been delivered
• Custom-made or personalised goods
• Goods that have been unsealed after delivery and cannot be returned due to health protection or hygiene reasons

Note: Due to the perishable nature of fresh flowers, once delivered, they cannot be returned unless they are faulty or do not match your order.

4. Returns Process

4.1 Faulty or Defective Goods

If you receive goods that are faulty, defective, or do not conform to their description, please contact us immediately. We will:

• Arrange collection or replacement at no cost to you
• Provide a full refund if you prefer
• Cover the cost of returning the goods

You must report any faults within a reasonable time (typically within 30 days of delivery).

4.2 Non-Faulty Returns

For non-faulty goods (excluding perishable items) that you wish to return:

• You must contact us within 14 days of delivery
• Goods must be returned in their original condition, unused, and with original packaging
• You are responsible for the cost of returning the goods unless we agree otherwise
• We will process your refund within 14 days of receiving the returned goods

4.3 Wedding and Event Orders

Cancellation of wedding and event orders:

• Cancellation more than 30 days before the event: Full refund minus a 20% administration fee
• Cancellation 14-30 days before the event: 50% refund
• Cancellation less than 14 days before the event: No refund (deposit retained)
• All cancellations must be made in writing (email or letter)

5. Refunds

5.1 Refund Process

Once we receive your returned goods and confirm they meet the return conditions:

• We will process your refund within 14 days
• Refunds will be made to the original payment method used
• You will receive an email confirmation when the refund is processed

5.2 Refund Amount

For cancelled orders, we will refund:

• The full price paid for the goods
• Standard delivery charges (you will be responsible for the cost of returning goods unless they are faulty)

We may deduct from the refund any reduction in value of goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

6. Delivery Issues

If your order arrives damaged or does not arrive:

• Contact us immediately (within 24 hours for damaged goods)
• Provide photos if goods are damaged
• We will arrange replacement or full refund at no cost to you
• We are not responsible for delays caused by incorrect delivery addresses provided by you

7. Exchange Policy

We do not offer direct exchanges. If you wish to exchange an item:

• Return the original item following our returns process
• Place a new order for the item you want
• Once we receive and process your return, we will refund the original order

8. Complaints Procedure

If you are not satisfied with our handling of your return or refund request:

1. Contact us in writing with details of your complaint
2. We will investigate and respond within 14 days
3. If you remain dissatisfied, you may contact:
• Citizens Advice: citizensadvice.org.uk
• Trading Standards via your local authority
• Alternative Dispute Resolution providers (if applicable)

9. Contact Us for Returns

To initiate a return, refund, or cancellation, please contact us:

• Email: bloom@candlearomaglow.world
• Phone: +44 1706 299612
• Address: 1 Rochdale Rd, Shaw, Oldham OL2 8AD, United Kingdom

Please provide your order number and reason for return when contacting us.

10. Changes to This Policy

We may update this Return Policy from time to time. Any changes will be posted on this page with an updated revision date. Changes will not affect returns for orders placed before the policy change.

11. Your Statutory Rights

This Return Policy does not affect your statutory rights as a consumer under UK law. For more information about your rights, visit:

• Citizens Advice
• GOV.UK - Consumer Protection Rights