Refund policy
Returns and refunds
We want you to be happy with your order. This policy explains your legal rights and how to use them. Nothing here reduces your statutory rights under UK consumer law.
Changing your mind (14-day cancellation right)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive the goods. You do not need to give a reason.
To cancel, email us at hello@emberandquartz.co.uk with your order number. We will confirm and tell you where to send the goods.
After telling us you wish to cancel, you have a further 14 days to send the goods back.
- We refund the price you paid for the goods.
- We also refund the standard outbound delivery charge you paid. If you chose Express delivery, we refund the standard amount.
- For change-of-mind returns, you pay the cost of returning the goods to us.
- We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is necessary to check their nature and characteristics.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged or not as described, you have the right under the Consumer Rights Act 2015 to reject it for a full refund within 30 days of receiving it. After 30 days you remain entitled to a repair or replacement, and to a refund in the circumstances the Act provides.
We pay the return postage for faulty, damaged or incorrect items. Please email hello@emberandquartz.co.uk with your order number and, if you can, a photograph of the problem. A photograph helps us resolve it faster but is not a condition of your rights.
When you get your money back
We issue refunds within 14 days of receiving the goods back from you, or from the day you provide evidence that you have sent them back, whichever is earlier. For faulty goods rejected within 30 days, we refund within 14 days of accepting the rejection.
Refunds go back to the original payment method. Your bank or card issuer may take a few additional days to show the money in your account.
Candles and opened items
You may cancel under the 14-day right even if you have opened the packaging to inspect the goods. If the goods have been used beyond reasonable inspection, we may reduce the refund to reflect the reduction in value, as described above.
For safety reasons we cannot resell a candle that has been lit. If you have lit a candle and it is faulty or not as described, your rights under the Consumer Rights Act still apply in full and you should contact us.
Our business address
Ember & Quartz
Flat 64, Croft House, 21 Heritage Avenue
London NW9 5XY
United Kingdom
Please contact us by email before sending anything to this address so we can give you the correct return instructions.
How to contact us
Email hello@emberandquartz.co.uk. Please include your order number so we can help quickly.