Luxury Pearled Candle Co. Returns & Refund Policy

At Luxury Pearled Candle Co., we aim to ensure that you are delighted with your purchase. However, if you need to return an item, please review our policy below to understand your rights and how we can assist.

1. Consumer Rights (UK Law Compliance)

Under the Consumer Contracts Regulations (2013), you have the right to cancel your order within 14 days of receiving the goods for a full refund, excluding any additional delivery charges chosen at checkout (if any). This right applies to all our products unless they are personalised or custom-made at your request.

2. Returning an Item

If you wish to return an item, please follow these steps:

  • Notify Us: Email us at [insert contact email] within 14 days of receiving your order to inform us of your intention to return. Include your order number and the reason for return.
  • Return Goods Promptly: Once you have notified us, please return the items within 14 days. Ensure the goods are unused, in their original packaging, and in a resalable condition.
  • Return Shipping: You will be responsible for covering the cost of return shipping, unless the item is faulty or incorrect. We recommend using a trackable shipping service to ensure safe return.

3. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please notify us within 30 days of receipt by emailing [insert contact email]. We may ask you to provide a photo or description of the issue to help us assess the best way to resolve it.

  • Replacement or Refund: If an item is found to be faulty, we will either replace the item or issue a full refund, including any standard shipping fees paid.
  • Return Shipping Costs: We will cover return shipping costs for faulty, damaged, or incorrect items.

4. Refunds

Once we receive and inspect your return, we will process your refund within 14 days. Refunds are issued to the original payment method and will include the full cost of the item, plus standard delivery charges if the entire order is returned (excluding additional delivery upgrades selected at checkout).

5. Exemptions

Certain items are exempt from our returns policy, including:

  • Custom or Personalised Items: Items made to your specifications, including custom-scented or coloured wax pearls.
  • Used or Opened Items: Items that are not in resalable condition or have been used.

6. Contact Us

For any questions about returns, refunds, or exchanges, please reach out to our customer service team at [insert contact email] or call us on [insert contact number]. We’re here to help and make the returns process as easy as possible.

Note: This policy does not affect your statutory rights.