Refund & Returns

Statutory Rights

Under the Consumer Rights Act 2015, you have the right to goods that are of satisfactory quality, fit for purpose, and as described. If goods do not meet these standards, you may be entitled to a repair, replacement, or refund. These rights exist independently of and in addition to our returns policy below.

Returns

We offer a 14-day return window. The 14 days begins on the day you, or a person nominated by you, takes physical possession of the goods.

To exercise your right to cancel, you must notify us in writing within those 14 days at hello@ceremoniesoflove.co.uk. You then have a further 14 days from notification to return the goods.

You are responsible for the cost of return shipping. We strongly recommend using a tracked service, as we cannot accept liability for items lost in transit on return. We reserve the right to deduct from your refund an amount reflecting any diminishment in the value of the goods caused by handling beyond what is necessary to establish their nature and characteristics.

Items must be returned unused, in their original condition and original packaging, with any tags intact. Returns sent without prior authorisation will not be accepted.

Ceremonies of Love · 12 Station Parade · Harrogate · HG1 1UE

Preorders

Where a product is listed on a preorder basis, your order constitutes an offer to purchase. The contract between us is formed at the point of dispatch, not at the point of order. Your estimated dispatch date will be confirmed by email.

To cancel a preorder before dispatch, please notify us in writing at hello@ceremoniesoflove.co.uk as soon as possible. Once dispatched, the standard returns policy applies.

We reserve the right to cancel a preorder if a product becomes unavailable, in which case a full refund will be issued within 10 business days.

Non-Returnable Items

The following are exempt from the right to cancel under the Consumer Contracts Regulations 2013 and cannot be returned or refunded except where faulty:

Candles & Safety

No candle or ceremony flame that has been lit or used may be returned under any circumstances.

If your candle arrives damaged or faulty prior to use, please notify us within 48 hours of receipt at hello@ceremoniesoflove.co.uk with a photograph. We will offer a replacement or refund at our discretion. Failure to follow the safety guidelines below may affect your ability to make a claim in the event of damage or injury.

Damaged & Defective Items

Please inspect your order immediately upon receipt. If your item is defective, damaged in transit, or incorrect, contact us at hello@ceremoniesoflove.co.uk within 48 hours of delivery with a description and photographic evidence. Failure to notify us within this window may limit our ability to investigate your claim.

Under the Consumer Rights Act 2015, if goods are faulty within 30 days of delivery you are entitled to a full refund. Between 30 days and 6 months, we are entitled to attempt repair or replacement in the first instance. After 6 months, the burden of proof shifts to you to demonstrate the fault existed at the time of delivery.

Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 14 days of us receiving the goods, or within 14 days of you providing evidence of return, whichever is earlier. We reserve the right to withhold a refund until goods have been received and inspected.

Your bank or card provider may take additional time to process the refund. This is outside our control.

European Union

If your order is shipped into the European Union, you retain the right to cancel or return within 14 days of receipt, for any reason and without justification. Your item must be unused, in its original condition and packaging, with proof of purchase. Exemptions listed in this policy apply where permitted under applicable law.

Limitation of Liability

To the fullest extent permitted by law, our liability in connection with any order shall not exceed the total price paid for the goods in question. We shall not be liable for any indirect, consequential, or economic loss, except where such liability cannot be excluded under applicable law.

Nothing in this policy limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other matter for which it would be unlawful to exclude or restrict liability.

This policy and any disputes arising from it shall be governed by and construed in accordance with the laws of England and Wales.

Any questions, we are always happy to help.

This policy does not constitute legal advice. For complex disputes, consult a qualified solicitor.