Refund policy
Caythorpe Candles
Returns, Refunds & Cancellation Policy
Last updated: 11 September 2026
This policy explains the returns, refunds and cancellation rights that apply when you buy Caythorpe Candles products as a consumer. It is intended to be clear and straightforward. Nothing in this policy limits or removes any legal rights you have under UK consumer law.
1. Your legal rights
Caythorpe Candles will comply with the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Our products must be as described, of satisfactory quality and fit for purpose. These statutory rights apply whether an item was bought at full price, on sale or as part of a promotion.
2. Online and other distance orders – 14-day cancellation right
If you buy from us online or otherwise under a distance contract, you normally have a statutory right to cancel your order without giving a reason. For goods, the cancellation period normally ends 14 days after the day you receive the goods (or, where the order is delivered in separate parts, 14 days after the last goods are received).
To exercise this right, contact us with a clear statement that you wish to cancel. You may email caythorpecandles@gmail.com. You do not have to use a particular form.
After telling us you wish to cancel, you must normally return the goods to us without undue delay and no later than 14 days after notifying us. Unless the goods are faulty, damaged, incorrectly supplied or otherwise do not meet your legal rights, you are normally responsible for the direct cost of returning them.
We will refund the payments we received from you, including the cost of our standard delivery service. If you chose a more expensive delivery option, we only have to refund the cost of the least expensive standard delivery we offered.
We will normally make the refund without undue delay and no later than 14 days after the day we receive the returned goods, or, where applicable, 14 days after you provide evidence that you have sent them back – whichever is earlier. We may withhold the refund until the goods are returned or you provide evidence of return. Refunds will normally be made using the original payment method.
3. Our 30-day goodwill return policy
In addition to your statutory rights, Caythorpe Candles offers a 30-day goodwill return period for eligible unused, non-personalised products. This means you can ask to return an eligible product within 30 days of receiving it even where you are outside the statutory 14-day cancellation period.
For a goodwill return, the product should be unused and in its original condition and packaging, where reasonably possible. Please include proof of purchase. The customer is normally responsible for return postage for a change-of-mind goodwill return.
This 30-day goodwill policy does not reduce your statutory rights if a product is faulty, damaged, misdescribed or otherwise does not meet the standards required by law.
4. Faulty, damaged, incorrect or misdescribed products
Please contact us as soon as reasonably possible if your order arrives damaged, is faulty, is not as described, or you have received the wrong product. Please email caythorpecandles@gmail.com and, where helpful, include your order number and photographs of the product or packaging.
We will assess the issue and provide the appropriate remedy under your legal rights. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty goods within 30 days of delivery where the statutory requirements are met. After that period, repair or replacement may be the appropriate first remedy, with further remedies available where the legal conditions are met.
Where a return is required because the product is faulty, damaged, incorrectly supplied or otherwise does not meet your legal rights, Caythorpe Candles will cover the reasonable return costs.
5. Personalised and made-to-order products
Products made to your specific requirements or clearly personalised for you may be excluded from the statutory 14-day cancellation right. This does not affect your legal rights if the product is faulty, not as described or otherwise fails to meet the requirements of the Consumer Rights Act 2015.
If you are unsure whether a product qualifies as personalised or made to order, please contact us before placing your order.
6. Sale and promotional items
Sale and promotional items have the same statutory consumer rights as full-price items. We may operate different goodwill arrangements for promotional products, but we will not exclude or restrict any statutory right you have.
7. Products that have been used
For a statutory distance-sale cancellation, you may handle goods only as you would reasonably be allowed to do in a shop to establish their nature, characteristics and functioning. If you handle or use a product beyond what is reasonably necessary and this reduces its value, the law may allow us to make a deduction from the refund for that loss in value.
For our 30-day goodwill returns, products should be unused and in their original condition and packaging. This goodwill requirement does not affect your statutory rights where goods are faulty, misdescribed or otherwise do not conform to the contract.
8. Exchanges
We do not operate a guaranteed direct exchange service. If you wish to change an eligible product for another fragrance, product or size, the simplest option is normally to return the original product and place a new order. Your statutory rights remain unaffected.
9. How to request a return or refund
Please contact us before returning an item so that we can confirm the appropriate process and provide return instructions.
Email: caythorpecandles@gmail.com
Telephone: 07815 738580
Caythorpe Candles
30 Caythorpe Road
Caythorpe
Nottingham
NG14 7EA
Website: www.caythorpecandles.co.uk
Please do not send a return to an address supplied by a third party or to an address different from the one we confirm for your return.
10. Refunds
Once we receive and assess a returned product, we will confirm the outcome. Where a refund is due, it will normally be made to the original payment method. The time it takes for the refund to appear in your account can depend on your card provider, bank or payment service.
We will not charge a fee for processing a statutory refund. Where the law permits a deduction for reduced value caused by handling beyond what is reasonably necessary to inspect the goods, we may make that deduction.
11. Contact us
If you have any question about a return, cancellation, refund or product issue, please contact us. We want to resolve problems fairly and promptly.
Important note
This policy is written for consumer sales in England and Wales and reflects the UK consumer-law position at the date shown above.