Delivery & Returns

Published v1.1 – April 2021

Thank you for visiting the Cain Candles website at www.caincandles.co.uk this  page provides customers with delivery and return information.

Delivery

  • Standard Mainland UK delivery (Royal Mail within 2-5 working days – excluding bank holidays).
  • If you have a requirement for urgent orders or have special delivery requirements please contact us at [email protected].

Returns

We really hope you are delighted with your Cain Candles purchase however in the unlikely event that you are considering a return, please contact us first as we would very much like to discuss it with you and resolve.

No Longer Required

You may return any item purchased from caincandles.co.uk. The products(s) must be in their original packaging, unused and in a saleable condition for a refund or exchange within 14 working days from receipt. You are within your consumer rights not to provide us with a reason for return.  It will be your responsibility to pay for the return costs of the products(s). We will be unable to issue a refund when the product is in an incomplete state. Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.

It is Faulty

If there is a fault with your product, please return it to us for investigation.  We will require proof of purchase, i.e. your order reference number and/or delivery documentation.  If the product is considered to be at fault we will replace the product, including Royal Mail standard postage costs or alternatively if you prefer we will refund you the cost of the product including Royal Mail standard postage. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is suitably packed for shipment back to us.

Damaged upon Receipt

If your product has been damaged when you take the receipt, contact us immediately and provide photographic evidence via email or post within 14 days of receipt.  If on receipt we consider the damage was caused prior to your receipt we will replace the item for you.

How to Return

If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
We cannot accept liability for returned goods lost or damaged in transit. We cannot accept liability for returned goods lost or damaged in transit you should claim compensation from the company that shipped the return. We recommend that all returns be sent by registered post so that a record of the return is available for you.

Refunding You

If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, no later than 14 working days after we have received the goods.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on the shipping destination and during busy holiday seasons. We will refund the cost of postage incurred returning a product if incorrectly sent by us. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.

For further information on our Returns policy information and criteria please refer to our Terms and Conditions Policy page.