Refund policy

Return & Refund Policy

Last Updated: [Date]

Thank you for shopping with Cristina Craft. Customer satisfaction is important to us, and we strive to ensure that every handmade item arrives in perfect condition.

Returns

Under the UK Consumer Contracts Regulations, customers have the right to cancel an order within 14 days of receiving their goods.

To exercise your right to cancel, please contact us within 14 days of delivery.

Items must be returned:

  • Unused and in their original condition
  • In their original packaging where possible
  • Within 14 days of notifying us of the cancellation

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are faulty or damaged:

  • Used candles
  • Burned candles
  • Wax melts that have been used
  • Personalised or custom-made products
  • Gift boxes and custom gift arrangements

Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

We may offer:

  • A replacement
  • A full refund
  • A partial refund where appropriate

Incorrect Orders

If you receive the wrong item, please contact us as soon as possible and we will arrange a replacement or refund.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method within 5–10 business days.

Please note that your bank or card provider may require additional time to process the refund.

Cancellation of Orders

Orders may be cancelled before dispatch.

If production has already started on a handmade or personalised item, we reserve the right to deduct reasonable costs incurred before cancellation.

Decorative Candle Bouquets

Candle bouquets and decorative wax flower arrangements are handmade and may vary slightly from product photographs.

Minor variations in colour, arrangement, or appearance are not considered defects and do not qualify for a refund.

Contact Us

For return and refund enquiries, please contact:

Cristina Craft
πŸ“§ Email: contact@cristinacraft.com
🌐 Website: www.cristinacraft.com

Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection laws, including your rights under the Consumer Rights Act 2015.

Thank you for supporting our handmade business. ❀️

Cristina Craft
Handmade Candles & Wax Creations πŸ•―οΈπŸŒΈ