Draft – check before launch. This follows the UK Consumer Contracts Regulations and Consumer Rights Act. Check it matches how you want to handle returns. Fill in anything in [square brackets], then delete this note.
We want you to love your order. If something isn’t right, here’s what to do.
Changed your mind?
You can cancel your order for any reason within 14 days of receiving it. Just tell us by email at [email protected] with your order number.
- Send the items back within 14 days of telling us.
- Items should be unused and in their original packaging, so we can sell them again.
- You pay the return postage unless the item is faulty. We recommend a tracked service.
- We refund the item price and the standard delivery charge within 14 days of receiving the return.
If a candle has been burned or a wax melt has been used, we may reduce the refund to reflect that.
Faulty or damaged?
If something arrives damaged or doesn’t work as it should, email us a photo within 30 days. We’ll send a replacement or a full refund, including postage.
Pick & mix and personalised items
Pick & mix boxes can be returned like any other item. Items made to your personal specification, such as personalised labels, can’t be returned unless they’re faulty.
Return address
Proper Strong Candle Co., [Returns address].
Cancellation form
You don’t have to use a form, but if you’d like to, send us this: “I hereby give notice that I cancel my contract for the sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date].”