Refund policy

 

Returns and refunds

Because almost everything we make is personalised or made to order, please read this before you buy.

Personalised and made-to-order items

Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods that are made to your specification or clearly personalised. This includes any candle, favour or tin printed with names, dates, initials, a message or a photo.

Once we have started work on your order we cannot resell it, so these items cannot be returned or refunded if you simply change your mind.

This does not affect your legal rights if something is wrong. If an item arrives faulty, damaged, or not as described, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015, and we will put it right.

Please check your personalisation carefully before ordering. We print exactly what you type, including spelling and punctuation. We cannot refund an item printed with wording you supplied incorrectly, though we will always try to help — contact us quickly and we will do what we can.

Non-personalised items

Ready-made stock items — essential oils, incense, sponges, razors and similar — may be returned within 30 days of delivery for any reason. They must be unused, in their original packaging and in a resaleable condition. Return postage is at your cost unless the item is faulty.

Damaged or incorrect orders

Please check your order as soon as it arrives. If anything is damaged, faulty or wrong, email us at info@thepurehaven.co.uk within 48 hours with a photograph and we will resolve it. Candles are fragile and we would always rather remake something than have you disappointed.

Weddings and events

If your order is for a specific date, tell us before you order and we will confirm whether we can meet it. If we cannot deliver by a date we have confirmed in writing, you may cancel for a full refund.

How to start a return

Email info@thepurehaven.co.uk. Do not send anything back before contacting us — items returned without agreement cannot be accepted.

Refunds

Once your return arrives and has been checked, we will email you to confirm. Approved refunds go back to your original payment method within 10 working days. Your bank may take a few days more to show it.

If more than 15 working days have passed since we approved your refund, please contact us.