REFUNDS AND RETURNS POLICY

Effective date: 17/01/2026

This policy applies to all purchases made through primroseathome.co.uk and delivered within the United Kingdom.

Statutory right to cancel

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving the goods.

• The cancellation period starts the day after delivery.
• You must notify us in writing within the 14 day period.
• Items must be unused, unburned, unopened, and in original condition.
• Packaging, boxes, and inserts form part of the product and must be returned intact.

Cancellations received after 14 days are not accepted unless the item is faulty.

Returns following cancellation

If you cancel within the statutory period:

• The item must be returned within 14 days of notification.
• Return shipping costs are your responsibility.
• Original delivery charges are refunded only up to the cost of our standard delivery service. Premium or express delivery charges are non refundable.
• Tracked and insured return shipping is recommended. Risk during return remains with you.

All returns are inspected before approval.

Refunds are refused if:

• The candle shows signs of use or burning.
• The wick has been lit or trimmed.
• The jar, box, or packaging is damaged or incomplete.
• The product has been handled beyond what is necessary to inspect it.

Refund processing

• Approved refunds are issued to the original payment method.
• Refunds are processed within 14 days of receiving and inspecting the return.
• Refunds are withheld until returned goods are received.

Faulty or damaged items

If your item arrives faulty or damaged:

• Contact must be made within 48 hours of delivery.
• Clear photos of the item, internal packaging, and outer shipping box are required.
• Items must not be discarded until instructed.

If a fault is confirmed:

• A replacement or full refund is offered.
• Return postage costs are covered by us.

Claims made after use, burning, or failure to follow care instructions are rejected.

Non returnable items

The following items are not eligible for return unless faulty:

• Used or burned candles.
• Items damaged through misuse or improper care.
• Items returned outside stated timeframes.

Exchanges

Exchanges are not offered.

• Approved returns must follow this policy.
• New orders must be placed separately.

Abuse and fraud prevention

Return activity is monitored to prevent misuse.

• Excessive or suspicious returns are flagged.
• Future orders may be refused where misuse is identified.
• Fraudulent claims result in refusal of refund and account restriction.

Returns address and process

All refund and return requests must be submitted in writing.

Email: primrose.at.home@gmail.com

Returns require prior written approval.
Return instructions and the correct return address are provided once approved.

Returns must not be sent to our registered office address.
Returns sent without approval or to the registered office address are not accepted and are returned at the sender’s expense.