Refund policy
# Returns & Refund Policy
At Candles by K, we carefully handcraft and package every order to ensure it reaches you in excellent condition. If there is an issue with your order, please contact us and we will be happy to help.
## 1. Standard, Non-Personalised Products
For standard products that are not personalised or made to your specific requirements, you have the right to cancel your online order within 14 days of receiving your goods, in accordance with UK consumer law.
If you wish to cancel your order, please contact us within 14 days of receiving it. You will then have a further 14 days to return the goods.
Items should be returned unused and in their original condition and packaging where reasonably possible.
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning an item when cancelling an order because you have changed your mind.
Once the returned item has been received and inspected, we will process any refund due. Refunds will normally be made using the original payment method.
## 2. Personalised & Custom-Made Products
Personalised and custom-made products are made specifically according to the customer's requirements and are therefore generally excluded from the statutory 14-day cancellation right for change of mind.
This includes products personalised with names, messages, photographs, logos, designs or other customer-specific details, as well as products made to specific customer requirements that are not part of our standard product range.
For these products, we cannot normally accept returns or provide refunds simply because you have changed your mind or no longer require the item.
However, your statutory consumer rights are not affected. If a personalised or custom-made item is faulty, damaged, incorrectly made, not as described, or contains an error made by Candles by K, please contact us and we will work with you to provide an appropriate remedy.
## 3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible with details of the issue and, where appropriate, photographs of the item and packaging.
Where we are responsible for the problem, we will provide an appropriate remedy in accordance with your statutory consumer rights. This may include a replacement, repair or refund, depending on the circumstances.
We will not ask you to pay return postage for an item that is faulty, damaged, incorrect or otherwise our responsibility.
## 4. Personalisation Details
For personalised products, customers are responsible for checking that all names, dates, messages, spellings, colours and other information provided to us are correct before placing their order.
We will use the information provided by the customer when producing the item.
If an error is made by the customer in the personalisation details they provide, we may not be able to offer a refund or replacement where the item has already been made specifically to those requirements.
If the error was made by Candles by K, please contact us and we will arrange an appropriate remedy.
## 5. Cancellations Before Production
If you need to cancel an order for a personalised or custom-made product, please contact us as soon as possible.
Where production has not yet started, we will do our best to accommodate your cancellation. Once production has started or the item has been made specifically to your requirements, cancellation due to a change of mind may no longer be possible.
## 6. Non-Returnable Items
The following items are generally not eligible for return due to change of mind where the applicable legal exception applies:
- Personalised or custom-made products
- Products made specifically to your individual requirements
This does not affect your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
## 7. How to Contact Us
If you need to request a return, cancellation, refund or replacement, please contact us through the contact details provided on our website and include your order number and details of the issue.
We aim to deal with all enquiries fairly and promptly.
Nothing in this policy affects your statutory rights under UK consumer law.