Shipping and Returns Policy for Ecodis Ltd T/A Candle Hut

Shipping Policy

1.1. We offer shipping services to customers within the United Kingdom.

1.2. Shipping Methods: We use reputable third-party delivery partners to ensure safe and timely delivery of your orders.

1.3. Delivery Times: We strive to process and dispatch orders within 2 business days. Please note that delivery times may vary depending on your location, the chosen shipping method, and circumstances beyond our control. Estimated delivery times will be provided during the checkout process.

1.4. Shipping Costs: Shipping costs are calculated based on the weight, size, and destination of the order. The applicable shipping charges will be displayed during the checkout process.

1.5. Order Tracking: Once your order is dispatched, we will provide you with a tracking number or a link to track your shipment. You can use this information to monitor the progress of your delivery.

1.6. Delivery Address: It is your responsibility to ensure that the delivery address provided is accurate and complete. We are not liable for any delays or non-delivery resulting from an incorrect or incomplete address.

1.7. Failed Delivery Attempts: If our delivery partner is unable to deliver your order, they may attempt redelivery or leave a card with instructions on how to collect or arrange redelivery. It is your responsibility to follow the provided instructions to ensure successful delivery.

Returns and Refunds

2.1. We want you to be completely satisfied with your purchase from Candle Hut. If you are not satisfied, you may be eligible to return the product and receive a refund or exchange, subject to the terms and conditions outlined in this policy.

2.2. Eligibility: To be eligible for a return, the product must be in its original condition, unused, and in its original packaging. Certain items, such as personalized or perishable goods, may not be eligible for return. Please contact our customer service team for clarification.

2.3. Return Process:

2.3.1. Contact our customer service team within 5 days of receiving your order to initiate a return request. Provide the order number, details of the product(s) you wish to return, and the reason for the return.

2.3.2. Our customer service team will guide you through the return process and provide you with the necessary instructions, including the return address.

2.3.3. Pack the product securely in its original packaging and include all accessories, tags, and documentation. You are responsible for the return shipping costs unless the product is faulty or damaged.

2.3.4. Ship the return package to the provided address. We recommend using a tracked and insured shipping method to ensure the safe return of the product. Retain the shipping receipt and tracking information for your records.

2.4. Refund Process:

2.4.1. Once we receive the returned product and verify its condition, we will process the refund within a reasonable timeframe.

2.4.2. Refunds will be issued using the original payment method. Please note that it may take additional time for the refund to be reflected in your account, depending on your bank or payment provider.

2.5. Non-Refundable Items: Certain items may not be eligible for a refund, including but not limited to personalised or customised products, perishable goods, and items specified as non-returnable. We will clearly indicate non-refundable items on the product page.

2.6. Faulty or Damaged Items: If you receive a faulty or damaged product, please contact our customer service team immediately. We may request photographic evidence or further information to assess the issue. In such cases, we will provide you with a refund, replacement, or repair, depending on the circumstances.