Informativa sui rimborsi
Returns & Refunds Policy
Your Rights: Under UK consumer law, you have the right to return most products bought online within 14 days of receiving them, for a full refund, including the standard cost of delivery. The cost of return delivery will be the responsibility of the customer in certain circumstances.
How to Return an Item: Notify us within 14 days of receiving your order if you wish to return an item. You then have another 14 days to return the item to us. To start a return, use the self-serve returns link in our website footer, or email us at info@soulfulcandlesuk.com with your order number and reason for return.
Condition of Returns: Items must be unused, in their original packaging, and in a resalable condition. For hygiene reasons, we cannot accept returns of used candles or diffusers unless faulty.
Restocking Fee: A 25% restocking fee applies to all non-faulty returns, unless you are an EU customer exercising your right of withdrawal (see EU section below).
Refunds: Once we receive your return, we'll inspect it and process your refund within 14 days. Refunds will be made to your original payment method. If the item is faulty, damaged, or not as described, we'll cover the return postage.
Exchanges: If you'd like to exchange an item, please let us know in your return request.
Exceptions: Custom or personalised products cannot be returned unless faulty. Sale items are eligible for return as per standard policy.
Faulty or Damaged Items: If your order arrives damaged or faulty, contact us within 30 days for a replacement or full refund, including postage.
EU Customers – Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.
To exercise this right, you can request a return or cancellation directly via your account at https://account.soulfulcandlesuk.com, or by emailing info@soulfulcandlesuk.com. You then have a further 14 days to return the item to us.
Return shipping costs are the responsibility of the customer. We will process your refund within 14 days of receiving the returned goods. No restocking fee applies to EU returns made under the right of withdrawal. We may make a deduction from the refund for any loss in value of the goods if the loss results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Exceptions to the right of withdrawal: The right of withdrawal does not apply to personalised or custom-made products.
Cancellations: EU customers may also cancel an unfulfilled order before it has been dispatched. To request a cancellation, log in to your account at https://account.soulfulcandlesuk.com or email info@soulfulcandlesuk.com as soon as possible.
Contact: For all returns, exchanges, or questions, email info@soulfulcandlesuk.com