Return Policy

Our Commitment

At Quimnarrstrvorme, we take pride in our handcrafted candles and workshop experiences. We want you to be completely satisfied with your purchase. If for any reason you are not happy, please read our return policy below.

This policy does not affect your statutory rights under the Consumer Rights Act 2015. You have legal rights in relation to faulty or misdescribed goods, and we will always honour those rights.

14-Day Right to Cancel (Distance Sales)

If you bought candles online or by phone (distance contract), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To exercise this right, inform us of your decision to cancel within the 14-day period (e.g. by email or phone). If you have received the goods, you must return them to us without undue delay and in any event within 14 days of telling us you wish to cancel. We will refund the price and standard delivery cost (if any) within 14 days of receiving the goods back or proof of return. We may deduct from the refund an amount for any loss in value if the goods have been used beyond what is necessary to establish their nature and functioning. For hygiene reasons, we cannot accept returns of candles that have been lit or used; in that case the 14-day right to cancel may not apply to the extent permitted by law.

Candle Product Returns

Due to the handcrafted nature of our candles and for hygiene reasons, we can only accept returns under the following conditions:

• The candle must be unused and unlit
• The product must be in its original packaging
• Returns must be requested within 14 days of delivery
• Proof of purchase is required

Damaged or Faulty Products

If your candle arrives damaged or faulty, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no additional cost to you. Please provide photographs of the damage to help us process your claim quickly.

Incorrect Orders

If you receive an incorrect item, please contact us immediately. We will arrange for the correct item to be sent and organise collection of the incorrect product at no cost to you.

Workshop Bookings

Cancellation by Customer

• More than 7 days before: Full refund
• 3-7 days before: 50% refund or full credit for future booking
• Less than 3 days before: No refund, credit may be offered at our discretion
• No-show: No refund

Rescheduling

We understand that circumstances change. If you need to reschedule your workshop, please give us at least 48 hours notice and we will be happy to find an alternative date at no extra charge, subject to availability.

Cancellation by Us

In the unlikely event that we need to cancel a workshop, we will offer you a full refund or the option to rebook at a later date. We will give you as much notice as possible.

How to Request a Return

To request a return or refund, please contact us with:

• Your order number or booking reference
• The reason for your return
• Photographs if applicable

Refund Process

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be credited to the original payment method used for the purchase.

• Credit and debit card refunds may take an additional 3-5 business days to appear on your statement
• Shipping costs are non-refundable unless the return is due to our error

Return Shipping

For standard returns, customers are responsible for return shipping costs. We recommend using a tracked delivery service as we cannot be responsible for items lost in transit.

For damaged, faulty, or incorrect items, we will cover the cost of return shipping.

Gift Returns

If you received a candle as a gift and wish to return it, please contact us. We can provide a store credit or exchange for an alternative product.

Contact Us

For any questions about returns or to initiate a return, please contact us:

Quimnarrstrvorme
12 Gossmore Walk, Marlow SL7 1QZ, United Kingdom
Email: reach@quimnarrstrvorme.world
Phone: +44 1628 947224