RETURN & REFUND POLICY

 

The following applies to items purchased from www.stoneglowcandles.co.uk

Unfortunately, we cannot offer exchanges or refunds for items purchased through another retailer, please return to the original place of purchase.

 

 

In order to process your return, please contact admin@stoneglowcandles.co.uk. You will be sent a Customer Questionnaire, please return this by email along with proof of purchase and any supporting images. Without this document we cannot proceed with your claim.

In order to take advantage of your rights under this policy, you must obtain a return authorisation number, and then send the product to us as follows:

 

Please make sure your items are packed to travel by mail and are securely sealed. Products returned under this policy must be sent to:

Returns Department

Stoneglow Candles

5 Lyon Road

Romford

Essex

RM1 2BA

 

Please include in your parcel:

Your full name

Order number

Address

Email address

Daytime telephone number

Customer Questionnaire

 

Will I have to pay to return an item?

Yes, you will be responsible for paying for the return of your item(s) unless the goods are faulty.

 

What if the item is damaged or faulty?

If the item is faulty and it is not related to misuse and the fault has occurred within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

 

Do you offer a collection service?

Stoneglow can arrange collection and a nominal charge of £10 will apply (off shore or Islands will be quoted on request). The fee for this service is payable by you and is payable prior to collection. You may make your own arrangements but you will need to ensure you have adequate insurance and parcel tracking.

 

Will the returns postage fee be refunded?

This fee will be refunded on genuine fault items once we have carried out after inspection. Please ensure all returns are packaged up for transportation.

 

What should I do if I no longer want the goods I ordered?

If, on receiving your order, you decide you do not wish to keep the goods, you can return any item you are not completely happy with within 21 days of the dispatch date for a refund less the original postage fees, providing the products are returned complete, in perfect condition, unused and you supply proof of purchase.

PLEASE NOTE: Returns will only be accepted if the item is return unused and in the original packaging supplied. On receipt of the returned item, and in accordance with our refund policy, we will refund the payment card/ Paypal the price paid for the item less original postage fees. You will receive an email confirming that the refund has been actioned and your card or account has been credited.

 

What should I do if I have received the wrong item?

In this event, please retain the item in question and contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at admin@stoneglowcandles.co.uk We may request you to return the relevant item to us or we may arrange collection. On receipt of the returned unused item, we will refund the payment card the price paid for the item and postage, or we will replace the item if required and if available.

 

What should I do if you have not sent me one of the items I ordered?

In this event, please contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at admin@stoneglowcandles.co.uk

 

What should I do if I have received a damaged item?

In this event, please retain the item in question and contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at admin@stoneglowcandles.co.uk

 

IMPORTANT INFORMATION

Should the return item show misuse rather than a genuine fault or return an item that shows signs of use:

  • we will not refund to you the original delivery charges relating to the returned product.
  • we will not refund to you any costs you incur in returning the product to us.
  • we will not refund the purchase price or exchange the product;
  • we may retain the returned product until you pay for the re-delivery of the returned product;
  • if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

 

If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.

 

CANCELLATION

You have the right to cancel your order within 30 days; however we aim to provide a speedy service and despatch goods within 2-3 days from receipt of payment. Should your order have been despatched please refer to our Refund Policy.