We take great care in hand pouring, preparing and packaging Backburner Candles products. However, we appreciate that occasionally an item may need to be returned.

If you wish to return an item or believe there is a problem with your order, please contact us at info@backburnercandles.co.uk before returning the product.

 

Returns should be sent to:

Backburner Candles Ltd
12 Guillemot Drive
Louth
Lincolnshire
LN11 0ZE

Please contact us before returning an item so that we can provide the appropriate return instructions.

 

Change of Mind – Online Purchases

If you purchase goods from us online, you normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason. You must tell us that you wish to cancel within this 14-day period and return the goods to us within a further 14 days.

 

You are responsible for the cost of returning goods to us where you have simply changed your mind. We do not provide free return postage for change-of-mind returns.

 

You are responsible for taking reasonable care of the goods while they are in your possession and while returning them to us. Products should, wherever reasonably possible, be returned in their original packaging and in a condition suitable for resale.

 

You may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way you might reasonably inspect them in a shop. If the goods have been handled or used beyond this and their value has been reduced as a result, we may make an appropriate deduction from your refund where permitted by law.

 

Please package returned goods appropriately. You are responsible for the goods while returning them to us, and we recommend obtaining and retaining proof of postage.

Change-of-Mind Refunds

Once your return has been received, we will inspect the goods before processing the refund.

 

Where a refund is due, we will refund the price paid for the returned goods.

 

If you paid our standard £2.99 delivery charge, the applicable standard delivery charge will also be refunded where required by law. If your order qualified for free delivery, you paid no delivery charge and therefore there is no outbound delivery charge to refund.

 

If you selected a more expensive delivery option, we are only required to refund an amount equivalent to our least expensive standard delivery option where applicable.

 

The cost of returning change-of-mind goods to us remains your responsibility.

 

We may withhold the refund until we have received the returned goods or you provide satisfactory evidence that they have been returned, whichever occurs first.

Faulty, Damaged or Incorrect Goods

Goods supplied by Backburner Candles must be of satisfactory quality, fit for purpose and as described. Your statutory rights are not affected by this policy.

 

If your product arrives damaged, you believe it is faulty, or you receive an incorrect item, please contact us at info@backburnercandles.co.uk as soon as reasonably possible. Please provide your name, order number and details of the problem.

 

We may ask you to provide clear photographs or video showing the product, packaging and reported fault or damage where reasonably necessary.

 

This allows us to assess the issue, maintain our quality-control records and, where appropriate, raise a claim with our delivery provider.

 

We may ask you to retain the product and its packaging while we investigate. Please do not dispose of them until we have confirmed that they are no longer required.

 

Depending on the circumstances, we may need the product returned to us before the matter can be resolved.

 

Where a return is required because goods are faulty, damaged on arrival, incorrect or otherwise do not conform to the contract, we will bear the reasonable cost of the return. We may provide a return method or instructions and ask you to use that method.

 

If a product is faulty or otherwise does not conform to the contract, you may have a legal right to reject it for a refund within the first 30 days, or to other remedies such as repair or replacement after that period. Statutory rights can continue beyond 30 days.

Customer Damage, Misuse and Normal Wear

We are not responsible for faults, deterioration or damage caused by:

• misuse or improper use of the product;
• accidental damage occurring after delivery;
• failure to follow the safety, burning or care instructions supplied with the product;
• attempting to alter or repair the product;
• normal wear and tear; or
• use of the product for a purpose for which it was not intended.

Where reasonably necessary, we may inspect the product and information provided to establish the cause of the reported problem before determining the appropriate remedy.

This does not affect your statutory rights where a fault or lack of conformity existed when the product was supplied.

Handmade Products and Natural Variations

Our candles and wax melts are handmade and minor variations between individual products and batches can occur.

 

Natural characteristics such as soy wax frosting and minor variations in colour, finish or appearance that do not affect the safety, quality or intended performance of the product are not, by themselves, faults.

 

Smoke: Due to the nature of candles and fragrance oils, a small amount of smoke may occasionally be visible, particularly when a candle is first lit or extinguished. This can be a normal characteristic and does not, by itself, indicate a fault. To minimise smoking, always trim the wick to approximately ¼ inch (6 mm) before each burn and follow the candle care and safety instructions provided. Excessive or persistent smoking should be reported to us so that we can assess the product.

 

Burn time may vary depending on factors including wick maintenance, burn duration, room conditions and how the candle is used.

 

These natural characteristics do not affect your statutory rights if a product is genuinely faulty, unsafe, damaged or not as described.

Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from Backburner Candles when requesting a return, refund or other remedy.

 

This may include an order confirmation, receipt, bank statement or other reasonable evidence of purchase.

Returning an Item

Please contact us before returning an item so that we can provide the appropriate return instructions.

 

For change-of-mind returns, you are responsible for the cost of return postage and for packaging the goods appropriately for their return journey.

 

For faulty, damaged or incorrect goods where we are legally responsible for the return cost, we will provide appropriate return instructions. Please do not incur additional or premium return-postage costs without agreeing these with us first.

 

We recommend retaining proof of postage until we have confirmed that your return has been received.

Refund Processing

Where a refund is due, it will normally be made using the same payment method used for the original purchase unless otherwise agreed or required by the original payment method.

 

Refunds will be processed within the applicable legal timeframe. For change-of-mind cancellations, this will normally be within 14 days of receiving the returned goods or satisfactory evidence that they have been returned.

 

Your bank or payment provider may take additional time to credit the refund to your account after we have processed it.

Gift Cards

Gift Cards are subject to the Gift Card provisions contained in our Terms of Service.

 

Where statutory cancellation or refund rights apply to the purchase of a Gift Card, those rights are not affected by this Returns & Refunds Policy.

 

Physical Gift Cards purchased in person at an event or market are not normally refundable simply because you change your mind. This does not affect your statutory consumer rights.

 

Where a refund is due for goods originally purchased using a Gift Card, the relevant amount will normally be returned to the Gift Card or other original payment method as appropriate.

 

Contact Us

If you have any questions about a return or refund, please contact:

Backburner Candles Ltd
info@backburnercandles.co.uk