Refund policy

Glowing Hands Studio

We want you to be happy with your candles. If you have a question or an issue with your order, please contact info@glowinghands.co.uk.

30-day returns

We offer a 30-day change-of-mind return policy. Please contact us within 30 days of receiving your order to request a return.

For this voluntary policy, items must be unused, unlit and in their original condition, with their original packaging and proof of purchase. This does not limit your statutory cancellation rights or your rights if an item is faulty, damaged or not as described.

How to request a return

Email info@glowinghands.co.uk with your order number, the items you wish to return and, where relevant, details of any problem. We aim to respond within 1–2 business days.

We will provide return instructions. Our return address is:

Glowing Hands Studio 1 Bishopsteignton Shoeburyness Southend-on-Sea SS3 8AD United Kingdom

Please package candles securely to protect them during transit. We recommend retaining proof of postage.

Return postage

For change-of-mind returns, you are responsible for return postage.

If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs or arrange another appropriate solution. Please contact us before paying for return postage so we can agree the arrangements.

UK online cancellation rights

For most items purchased online, you have the right to cancel without giving a reason. You can notify us before delivery or within 14 days after receiving your order. For an order delivered in separate shipments, this period starts when you receive the last item.

To cancel, email info@glowinghands.co.uk with a clear statement that you wish to cancel and your order details. Once you notify us, you have a further 14 days to return the items.

You may inspect items as you would in a shop. We may make a deduction for a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Lighting or burning a candle goes beyond this inspection.

Original packaging is helpful but is not a condition of exercising your statutory cancellation rights.

Personalised items and exceptions

Items made to your specifications or clearly personalised are generally excluded from the statutory change-of-mind cancellation right and our voluntary 30-day return offer.

Being handmade does not, by itself, make a candle non-returnable.

Sale items have the same statutory rights as full-price items. Nothing in this policy removes your rights where goods are faulty, damaged or not as described.

Faulty, damaged or incorrect items

Please contact us as soon as you discover an issue. Include your order number, a description of the problem and photographs if possible.

You retain your rights under UK consumer law. Where applicable, these include the short-term right to reject faulty goods within 30 days and rights to repair, replacement, a price reduction or a refund.

These rights apply independently of our change-of-mind return conditions.

Refunds

Refunds will be made to your original payment method.

For statutory cancellations, we will refund you within 14 days of receiving the returned items or receiving evidence that you have sent them back, whichever is earlier. If no goods were supplied, we will refund you within 14 days of being informed of your cancellation.

If you cancel your entire order under your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for express or upgraded delivery is not refundable.

For returns under our additional 30-day offer, we aim to process approved refunds within 10 business days of receiving the return. Original delivery charges are not refunded under this additional offer unless required by law.

Your bank or payment provider may take additional time to display the refund.

Exchanges

If you would like a different item, contact us to arrange a return and place a separate order for the replacement. This does not affect any statutory right to a replacement for faulty goods.

Contact

Email: info@glowinghands.co.uk Phone: +44 7577 956461

Nothing in this policy affects your statutory rights.