Refund policy

We hope you love your Bert & Rose order. As a small independent business, every candle is hand-poured, finished and packed with care.

Changed your mind?

If you purchase from us online, you have the right to cancel your order within 14 days of receiving it.

To request a return, please email hello@bertandrose.co.uk within 14 days of delivery, including your name and order number.

Once you've told us you'd like to cancel, your item must be returned to us within 14 days.

Returned candles must be carefully packaged and, wherever possible, returned in their original packaging.

Customers are responsible for the cost of returning unwanted items. We recommend using a tracked postal service, as Bert & Rose cannot be responsible for items lost or damaged on their way back to us.

Please contact us before sending your return so that we can provide the correct return instructions and address.

Burned or used candles

Please check that you’re happy with your candle before lighting it.

Once a candle has been lit or burned, it has been used and cannot be resold as new. If you exercise your right to cancel after using a candle beyond what is reasonably necessary to inspect it, we reserve the right to make an appropriate deduction from your refund to reflect the reduction in value, where permitted by law.

This does not affect your statutory rights if your candle is faulty, damaged or not as described.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives and contact us as soon as possible if your candle is damaged, faulty or you've received the wrong item.

Email hello@bertandrose.co.uk with your name, order number and photographs of the issue where possible, and we'll work with you to put things right.

Nothing in this policy affects your statutory rights in relation to faulty, damaged or incorrectly supplied goods.

Personalised & custom orders

Candles or other products that have been made to your specifications or clearly personalised cannot normally be returned simply because you've changed your mind.

This does not affect your rights if an item is faulty, damaged or not as described.

Refunds

Once your return has been received, we'll inspect it and let you know that your refund is being processed.

Eligible refunds will be made to your original payment method. We aim to process refunds promptly and, where statutory cancellation rights apply, within the timescales required by law.

Where you're exercising your statutory right to cancel the whole order, we'll also refund the cost of our standard delivery option.

Your bank or card provider may take additional time to show the refund in your account.