Cancellation and Returns Policy

1. Retail Customers: If you are a member of the public and wish to cancel your order:

  • you can notify us by email to info@pintailcandles.com before we have dispatched the goods to you; or
  • where goods have already been dispatched to you, by returning goods to us in accordance with clause 1.1 below.

1.1 You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. The costs of returning goods to us shall be borne by you.

1.2 Upon receipt of the goods we will give you a full refund of the amount paid.

1.3 The rights to return the goods to us as referred to in clause 1.1 will not apply in the following circumstances: - in the event that the product has been used

The provisions of this clause 1.3 do not affect your statutory rights.

2 Trade Customers: If you are a trade customer and wish to cancel your trade order :

  • you can notify us by email to info@pintailcandles.com before we have dispatched the goods to you; or
  • where goods have already been dispatched to you, by returning goods to us in accordance with clause 2.1 below.

2.1 You can return goods you have ordered from us for any reason at any time within 14 days of receipt.

2.2 If the goods have been returned as faulty or are goods which have not been ordered then upon receipt of the goods we will refund the amount paid for the goods and carriage costs.

2.3 For goods returned for any other reason than in 2.2 above and upon receipt are in their original packaging, unopened and in resaleable condition we will refund the amount paid for the goods but we will not refund carriage costs.

2.4 For goods returned for any other reason that in 2.2 above and which upon receipt are not in their original packaging but are in resaleable condition a £10 repacking fee will be charged and we will not refund carriage costs.

2.5 The rights to return the goods to us as referred to in clause 2.1 will not apply in the following circumstances: - in the event that the product has been used

The provisions of this clause 2.5 do not affect your statutory rights.