Create an Atmosphere Worth Coming Home To!

🕯️ Refund & Returns Policy (UK Compliant)

1. Your Rights Under UK Law

Under the Consumer Rights Act 2015, all products must be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

If your item does not meet these standards, you are entitled to a remedy.

Under the Consumer Contracts Regulations 2013, you also have the right to cancel most online purchases within 14 days of receiving goods.

2. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect:

  • You must notify us within 30 days of delivery to receive a full refund

  • After 30 days, we may offer a repair or replacement instead

  • If a replacement is not possible, a refund will be issued

📸 To process your claim, please provide:

  • Your order number

  • Clear photos or videos showing the fault

We will cover all reasonable return postage costs for faulty or incorrect items.

3. Change of Mind (Cooling-Off Period)

You have the right to cancel your order within 14 days of receiving your goods for a full refund.

To qualify:

  • Items must be unused, unopened, and in original packaging

  • You must inform us of cancellation within 14 days

  • You then have a further 14 days to return the item

⚠️ Important for candles & diffusers:
Due to hygiene and product integrity reasons, we cannot accept returns of opened or used products unless they are faulty.

4. Non-Returnable Items

The following cannot be refunded unless faulty:

  • Opened candles or diffusers

  • Used products (e.g., lit candles)

  • Personalised or custom-made items

  • Products sealed for hygiene reasons once unsealed

5. Refunds

  • Refunds will be issued within 14 days of receiving returned goods or evidence of return

  • Refunds will be made to the original payment method

  • Standard delivery costs will be refunded for cancelled orders (but not premium delivery options)

6. Exchanges

We only offer exchanges if items are:

  • Faulty

  • Damaged

  • Incorrectly supplied

We do not offer exchanges based on scent preference, as fragrance perception is subjective.

7. Return Shipping

  • Customers are responsible for return costs for non-faulty items

  • We recommend using a tracked service, as we are not responsible for lost returns.

8. Allergies & Product Use

Please review product ingredients before use. We are not responsible for adverse reactions unless due to incorrect labelling or product fault.

9. How to Contact Us

To request a return, refund, or cancellation:

📧 Email: Experience@velourember.co.uk
Please include:

  • Order number

  • Reason for return

  • Supporting photos if applicable

✨ Small Business Note

As a small business, we truly value your support and will always aim to resolve any issues fairly and in line with UK consumer law.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail Experience@velourember.co.uk