We want you to love your candles. If something isn’t right, here’s how returns and refunds work. This policy is for consumers; trade and wholesale orders are covered by our Terms and Conditions.
Faulty, damaged, incorrect or missing items
If anything is faulty, damaged or not as described, whether when it arrives or because a fault shows up later, please email us at [email protected] as soon as you can, with your order number and, if you can, a photo.
- Within 30 days of delivery, you can choose a full refund, including the delivery charge you paid, or a replacement.
- After 30 days, you can ask us to repair or replace the item. If that isn’t possible, doesn’t put things right, or can’t be done within a reasonable time and without significant inconvenience to you, you can choose a refund or, if you’d rather keep the item, a price reduction. If you choose a refund more than six months after delivery, we may reduce it to reflect the use you’ve had from the item.
- If a faulty item needs to come back to us, we’ll pay the reasonable cost of returning it. Please contact us first and we’ll arrange it.
- If your parcel doesn’t arrive, or something is missing, let us know. If it was lost or damaged before it reached you, we’ll send a replacement or refund you in full, including delivery.
- We will refund you without undue delay, and within 14 days of agreeing that you are entitled to a refund.
Changed your mind?
You can cancel your order for any reason within 14 days, starting the day after you, or someone you’ve asked us to deliver to (such as a gift recipient), receive it. If your order comes in more than one delivery, the 14 days start the day after the last item arrives. You can also cancel at any time before it is delivered; if we have already dispatched it, please send it back to us once it arrives, as explained below.
To cancel, tell us clearly by email at [email protected] or by post to Skar Organics, 232 Meanwood Road, Leeds, LS7 2AH. You don’t need to give a reason. You can use the cancellation form below, but you don’t have to. To meet the deadline, you only need to send your message before the 14 days are up.
This doesn’t apply to customised orders made to your specification, which have their own terms.
Sending items back
- Please send items back to Skar Organics, 232 Meanwood Road, Leeds, LS7 2AH within 14 days of telling us you want to cancel, with a note of your order number.
- Return postage is at your cost, and items are your responsibility until they reach us, so we recommend a tracked service. Please keep your proof of postage.
- Please return items unused and, where possible, in their original packaging. If an item has been used (for example, a candle has been lit) or handled more than you would need to in a shop, we may reduce your refund to reflect the loss in value, up to the full price if it can no longer be sold.
Refunds
- We refund the price you paid for the goods and the delivery charge you paid. If you chose a faster or more expensive delivery option than our cheapest one, we refund only what our cheapest delivery option would have cost.
- We refund you without undue delay, and in any event within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever is sooner. If you cancel before dispatch, we refund you within 14 days of your cancellation.
- Refunds go back to the payment method you used. We don’t charge a restocking fee or any other fee for refunds.
Cancellation form
(Complete and return this form only if you wish to cancel your order. You can copy it into an email.)
To: Skar Organics, 232 Meanwood Road, Leeds, LS7 2AH, [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____
Ordered on ____ / received on ____
Name of consumer(s): ____
Address of consumer(s): ____
Signature of consumer(s) (only if this form is sent on paper): ____
Date: ____
Contact us
Email [email protected] or write to Skar Organics, 232 Meanwood Road, Leeds, LS7 2AH. Nothing in this policy affects your legal rights.