Returns & Refund Policy
We want you to be happy with your purchase. Please read our policy carefully before placing your order.
Returns (14-Day Cooling-Off Period)
Under UK consumer law, you have the right to return most items within 14 days of receiving your order. You then have a further 14 days to send the item back to us.
To start a return, you must contact us within 14 days of delivery.
To be eligible for a return:
- Items must be unused and in their original packaging
- Items must be in a resellable condition
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items are non-returnable:
- Used candles and wax melts
- Opened candles and wax melts
- Custom or personalised jewellery (including engraved items)
These items cannot be resold once used, opened, or personalised, and are therefore exempt from the right to cancel.
Conditions for Returns & Refunds
We will not accept returns or process refunds for the following:
Damaged or Altered Items
Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Signs of Use
Items showing obvious signs of wear, use, or alteration.
Late Return Requests
Requests made more than 14 days after delivery.
Returns Sent Without Contact
Items returned without prior approval will not be accepted and may be returned to the sender.
False Delivery Claims
If a non-delivery claim is made, we may contact the delivery provider (e.g. Royal Mail) to verify delivery. If delivery is confirmed, a refund will not be issued.
This does not affect your statutory rights.
Return Process & Inspection
Once your return is received, we will conduct an inspection to ensure it meets the above criteria.
You will receive an email confirming receipt of your returned item. We will also notify you whether your refund has been approved or rejected.
Refunds will only be issued once the returned item has been received and inspected, or valid proof of return has been provided.
Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us within 14 days of delivery with clear photos.
We will offer a repair, replacement, or refund where appropriate.
This does not affect your statutory rights.
Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked delivery service, as we are not responsible for returns lost in transit.
Trackable Shipping Recommendation
If you are returning an item valued over £20, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and tracking provides additional peace of mind.
Refunds
If approved, your refund will be processed within 14 days of receiving the returned item and issued to your original payment method.
1-Year Guarantee
We offer a 1-year guarantee on our jewellery from the date of purchase.
If your item develops a fault due to a manufacturing issue within this period, we will offer a repair, replacement, or refund where appropriate.
This guarantee does not cover:
- Normal wear and tear
- Misuse or accidental damage
- Damage caused by not following care instructions
Due to the nature of candles and wax melts as consumable products, this guarantee does not apply once they have been used.
Right to Refuse Returns
We reserve the right to refuse a return or refund if the item does not meet our return conditions.
This includes items that are returned used, damaged, not in their original condition, or not returned within the required timeframe.
This does not affect your statutory rights.
For all return enquiries, please contact us at:
daintygracejewellery@gmail.com