Refund Policy

A legal disclaimer

Refund & Returns Policy

Last updated: 4 September 2026

At Petal & Pour, every candle, wax melt and fragrance product is lovingly handmade and carefully packaged to ensure it reaches you in perfect condition. We want you to be completely happy with your purchase.

Returns & Your Cancellation Rights

Under UK consumer law, when you purchase from our website you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

If you wish to cancel your order, please contact us within 14 days of receiving your items. You will then have a further 14 days to return the goods to us.

Returned products must be:

• Unused and in their original condition.

• Returned with their original packaging where reasonably possible.

• Properly packaged to prevent damage during return.

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning unwanted items.

Once your return has been received and inspected, we will issue your refund within 14 days, using the original payment method where possible.

Exceptions to the Right to Cancel

The 14-day cancellation period does not apply to certain products, including items that have been made or personalised specifically to your requirements.

For example, bespoke or personalised candles, wax melts or other products made specifically for you may not be eligible for cancellation or return unless they are faulty or do not match what you ordered.

Faulty, Damaged or Incorrect Items

We take great care when making and packaging your order. However, if your item arrives damaged, faulty or you have received the wrong product, please contact us as soon as possible.

Please email us with:

• Your order number.

• A description of the problem.

• Photographs of the item and packaging where appropriate.

We will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory consumer rights.

You will not be responsible for reasonable return postage costs where an item is faulty, damaged or incorrect.

Items Damaged in Transit

If your order arrives damaged, please contact us as soon as possible and provide photographs of the damage, including the outer packaging.

This helps us investigate the issue with the delivery service and arrange an appropriate replacement or refund.

Refunds

Once your return has been approved, your refund will normally be made to the original payment method.

We may reduce a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, resulting in a loss in value.

Original standard delivery charges will normally be refunded where you exercise your statutory cancellation rights. If you selected a more expensive delivery option than our standard delivery service, we are not required to refund the additional cost.

Sale & Promotional Items

Sale items and promotional products remain covered by your statutory consumer rights.

A reduction in price does not affect your rights if an item is faulty, damaged or not as described.

Exchanges

We do not routinely offer exchanges for unwanted items. If you would like a different product or fragrance, you may return your original item where your statutory cancellation rights apply and place a new order.

How to Contact Us

If you have any questions about a return, refund or your order, please contact Petal & Pour through the contact details provided on our website.

We will always aim to resolve any issue fairly and promptly.

Your statutory rights are not affected by this policy.