Returns, refunds & cancellations

1. Your right to cancel

If you buy from us online as a consumer, you usually have the right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason, under the Consumer Contracts Regulations 2013.

Scented products such as candles, wax melts and reed diffusers are not automatically excluded from this right. Exceptions can apply to items that are personalised or made to your specification, and to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed. Opening the outer packaging to inspect an item does not by itself remove your rights.

2. How to cancel

Email hello@svetlocandles.com within the cancellation period with your name, order number and the items you wish to cancel. You then have a further 14 days to send the items back.

3. Returning items

We will reply with the return address. Please pack items securely — candles and diffusers are fragile — and keep proof of postage.

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it. You may be responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning (for example, a candle that has been burned).

4. Refunds

We will refund the price you paid, plus standard outbound delivery (not any premium delivery option you chose), within 14 days of receiving the goods back or receiving evidence you have returned them, whichever is sooner. Refunds go to your original payment method.

5. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not as described, or you received the wrong item, email hello@svetlocandles.com with your order number, a short description of the issue and a photo if possible. We will cover reasonable return costs in these cases.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You are entitled to reject faulty goods for a full refund within 30 days, and afterwards to a repair or replacement, or in some cases a price reduction or refund.

6. What to include

Your order number and a description of the issue are all we need to begin. We will not ask for unnecessary personal information.

7. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.