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Return and Refund Policy

Effective Date: 14.12.2024

At DAV Candles, customer satisfaction is our top priority. We are committed to providing high-quality products and transparent service. This Return and Refund Policy explains your rights and options regarding returns, cancellations, refunds, and exchanges.

1. General Conditions

Eligibility for Returns

  • Items must be returned unused, in their original packaging, and in resaleable condition.

  • Returns must include proof of purchase (e.g., order confirmation email, receipt).

  • Certain items cannot be returned:

    • Custom-made or personalized candles.

    • Items damaged due to improper handling or use by the customer.

Timeframes for Returns

  • UK and EU customers: Items must be returned within 14 days of notifying us of your intent to return or cancel your order.

  • Worldwide customers: Returns must be initiated within 30 days of receiving your order.

How to Initiate a Return

  1. Email us at support@davcandles.com with your order number, the reason for the return, and supporting documentation (e.g., photos if the item is faulty or damaged).

  2. Once approved, securely package your item(s) and send them to:
    DAV Candles
    Unit 318a Solent Business Centre
    343 Millbrook Road West
    Southampton, Hampshire, SO15 0HW
    United Kingdom

Return Shipping Costs

  • Customers are responsible for the cost of return shipping unless:

    • The item is faulty, damaged, or incorrect.

    • The return is due to a breach of contract or statutory rights.

  • We recommend using a trackable shipping service to ensure safe delivery.

2. Refunds

Processing Time

  • Refunds will be processed within 14 days of receiving the returned item(s) in acceptable condition.

  • Refunds will be issued to the original payment method.

Delivery Cost Refunds

  • UK and EU customers:

    • If you cancel your order within the cooling-off period, we will refund the standard delivery cost.

    • Enhanced delivery options (e.g., express shipping) will not be refunded.

  • Worldwide customers: Delivery costs are non-refundable unless the goods are faulty or incorrect.

Refund Denials

​We reserve the right to deny refunds for:

  • Items returned after the specified timeframe.

  • Items not in their original condition or missing components.

3. Cancellations

UK and EU Customers

  • Under the Consumer Contracts Regulations (2013), you have the right to cancel your order within 14 days of receiving your items for any reason.

  • To cancel, email us at support@davcandles.com with your order number and confirmation of cancellation.

  • After notifying us, you must return the item(s) within 14 days.

Worldwide Customers

  • Customers outside the UK and EU may cancel their order before dispatch.

  • If the order has already been shipped, you must follow the return process.

4. Faulty, Damaged, or Incorrect Items

Reporting Issues

  • If your item is faulty, damaged, or incorrect, contact us immediately at daos.arty@gmail.com with:

    • Order details.

    • Description of the issue.

    • Photographic evidence (if applicable).

Resolution Options

  • Depending on the issue, we may offer:

    • A replacement.

    • A full refund, including return shipping costs.

Statutory Rights

This policy does not affect your rights under the Consumer Rights Act 2015 (UK) or other applicable consumer protection laws.

5. International Orders

Customs Duties and Taxes

  • Orders shipped outside the UK may incur customs duties, taxes, or fees. These charges are the responsibility of the customer and are non-refundable.

  • Please check your local customs regulations before placing an order.

Delivery Timeframes and Issues

  • Delivery times vary by destination. Please allow extra time for customs clearance.

  • If your order is delayed or lost, contact us for assistance at support@davcandles.com

6. Exchanges

  • Exchanges are only offered for defective or damaged items.

  • If you wish to exchange a faulty item, contact us at support@davcandles.com with your order details and the issue.

  • For non-faulty items, you must return the item for a refund and place a new order.

7. Contact Information

If you have any questions about this policy or require assistance, please contact us:

8. Updates to This Policy

We reserve the right to update this policy to comply with legal requirements or improve clarity. Any changes will be posted on our website with the effective date.

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