We want you to be completely happy with your order from Elegant Infusions. This policy explains how to cancel an order, return an item and get a refund. It applies to purchases made by consumers through our website and does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your right to cancel (14 days)
If you are a consumer in the UK or the European Union, you can cancel your order for any reason within 14 days of the day you, or someone you name, receive the goods. For an order delivered in several parts, the 14 days start when you receive the last item.
To cancel, tell us clearly before the 14 days are up, by emailing info@elegantinfusions.co.uk with your name, order number and the items you wish to cancel. You then have a further 14 days to send the goods back to us.
2. Our 30-day returns promise
As well as your legal right to cancel, we accept change-of-mind returns for up to 30 calendar days from the day you receive your order, provided the item is:
- unused and in the same condition you received it;
- in its original, undamaged packaging with any seals or wrapping intact; and
- returned with your order number or proof of purchase.
This promise is in addition to your statutory rights and we may change or withdraw it for future orders.
3. Items we cannot accept back
As permitted by the Consumer Contracts Regulations, the right to cancel and our returns promise do not apply to:
- Sealed health, hygiene and skincare products that have been unsealed or opened after delivery, including soaps, creams, deodorants, face masks, bath products and opened tea;
- Candles, wax melts, incense and diffuser oils that have been lit, burned, opened or used;
- Personalised or made-to-order items, such as personalised wax melts, embroidered robes and slippers, logo-branded corporate gifts and bespoke wedding packages;
- Items mixed with other goods after delivery so they can no longer be separated;
- Gift cards and e-gift vouchers, except where required by law.
Sale items can be returned under your 14-day right to cancel in the same way as full-price items. Items described as "clearance" or "seconds" are sold with the reason for the reduction made clear, and we cannot accept a return for that reason.
4. Scented and fragrance products
Scent is personal, and the same fragrance can come across differently from one person or room to the next. For reasons of hygiene and product integrity, once a scented item has been opened, lit or used (including soaps, creams, deodorant, face masks, incense, candles, wax melts and oils), we cannot accept it back where the only reason is that you do not like the scent or fragrance.
Unopened, sealed scented items can still be returned within 14 days under your right to cancel, or within 30 days under our returns promise. Opened items are always covered if they are faulty, damaged or not as described. Please read the product description and scent notes carefully before you buy, and get in touch if you'd like advice on choosing a fragrance.
5. How to return an item
- Email info@elegantinfusions.co.uk with your order number, the items you are returning and the reason.
- Wait for our returns authorisation email, which will include a returns number and the address to send the item to. Please do not send items back without authorisation, as unauthorised parcels may be delayed.
- Pack the item securely in its original packaging. Glass jars, diffusers and wax products should be well protected.
- Include your order number and returns number in the parcel.
- Send the parcel within 14 days of contacting us, using a tracked and insured service. Please keep your proof of postage: items are your responsibility until they reach us.
6. Refunds
We'll let you know when your return arrives and once we've inspected it. Approved refunds are made to your original payment method within 14 days of us receiving the goods back (or of you giving us proof that you have sent them, if sooner). Your bank or card issuer may take a further 5 to 10 working days to show the credit.
- Delivery charges: if you cancel your whole order within 14 days, we refund the original standard delivery charge. If you chose a faster or premium delivery option, we refund only the cost of our cheapest standard delivery. Delivery charges are not refunded on returns made under our 30-day promise after the 14-day cancellation period.
- Return postage: for change-of-mind returns, you pay the cost of sending the item back.
- Reduced value: you may handle goods as you would in a shop to check them. If a returned item has been used or handled beyond that, or is returned incomplete or damaged in transit because it was poorly packed, we may reduce your refund to reflect the loss in value, or refuse the return where the law allows.
- Discounts and offers: where an item was bought with a discount code, free gift or multi-buy offer, the refund reflects the price you actually paid, and any free gift should be returned with it.
7. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or isn't what you ordered, please email info@elegantinfusions.co.uk within 48 hours of delivery if you can, with:
- your order number;
- photos of the item and the outer packaging; and
- a short description of the problem.
We'll arrange a replacement or a full refund, including your original delivery charge and any reasonable return postage. We may ask you to return the item, or simply to dispose of it safely. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days, and you have rights to a repair, replacement or refund after that. Reporting quickly simply helps us resolve things faster, and our courier claims depend on it.
Natural products vary slightly from batch to batch, and natural wax can show frosting or a rough top after burning. These are characteristics of natural wax rather than faults, and the candle will burn as intended.
8. Exchanges
We replace items that arrive damaged or faulty. To swap an item for a different scent or variety, please return the original under this policy and place a new order for the item you'd like.
9. Wedding, corporate and personalised orders
Wedding packages, personalised favours and branded corporate gifts are made to your specification, so they cannot be cancelled or returned for change of mind once you have approved your proof or production has started. Deposits and cancellation of bespoke orders are covered in our terms and conditions. Your rights if anything arrives faulty or not as agreed are not affected.
Orders outside the UK
Customers in the European Union have the same 14-day right to cancel. Any customs duty or import taxes paid on delivery cannot be refunded by us, but you may be able to reclaim them from your local customs authority.
10. Contact us
If you have any questions about returns or refunds, please get in touch:
- Email: info@elegantinfusions.co.uk
- Phone: 0333 880 0285
- Address: Elegant Infusions Holistic and Giftware, 7 Heol-y-Parc, Aberdare, CF44 0QA
Please don't send returns to this address without a returns authorisation, as we may give you a different returns address.