1.1 From time to time we may vary this policy, without liability, by updating this page. You should check this page occasionally to ensure that you are happy with any changes. If you do not wish to accept any new terms and conditions, you should not continue to use this website.
2.1 You must make sure you read the item description thoroughly before ordering to ensure you are fully happy with the product before making your purchase. We reserve the right to update and change item descriptions at any time so it is important that you familiarise yourself with the details every time you place an order with us. We cannot be held responsibly if you decide against this and the later find you are unhappy with a feature that was clearly stated to you beforehand.
2.2 You are placing an order with us by completing our online checkout process. As part of our checkout process you will be given the opportunity to check your order, correct any errors and add any items you may have missed. We will send you a confirmation to the email address you have provided, detailing all of the products you have ordered.
2.3 Our acceptance of an order will take place when we dispatch your order. We will send you a dispatch confirmation by email unless we have previously notified you that we do not accept your order and are cancelling it, or if you have already cancelled your order.
2.4 We may refuse to accept an order:
(a) where the goods are not available;
(b) where authorisation of your payment cannot be obtained;
(c) if there has been an error in the pricing or product description;
(d) if there have been problems with your orders in the past and completion of this order would be detrimental to our business;
(e) if you do not meet any eligibility criteria set out in our terms and conditions.
2.5 The dispatch of orders normally happens 1 working day from the day of receiving your order; therefore a 24 hour service means 24 hour delivery from day of dispatch not from when you place your order.
2.6 Unfortunately, once your order has been placed with us, we are unable to add any items so please make sure you have included everything you need before checking out. Anything you have missed or have forgotten will need to be placed on another order which will be sent out to you separately.
2.7 We kindly request that all parcels be opened and checked immediately after delivery and any problems be reported to within 24 hours so that they can be fully resolved in a timely manner.
3.1 Our prices are reviewed periodically and we reserve the right to change pricing at any time.
3.2 All of our prices are inclusive of VAT and our VAT No. is GB345 5391 88.
4.1 If you wish to cancel your order you can:
(a) notify us in writing by email to [email protected] before we have dispatched the goods to you, we are unable to accept cancellations by telephone; or
(b) where goods have already been dispatched to you, by returning goods to us in accordance with clause 4.2 below.
4.2 You can return unused goods you have ordered from us for any reason at any time with the exception of None Stock / Customised items which are made to order and which are non-returnable. You have 14 days from the date of delivery to notify us that you wish to make a return and then an additional 14 days from the date you have informed us to return the items to us for a full refund. The costs of returning goods to us shall be your responsibility and you must obtain proof of postage in case of loss.
4.3 No items are sold to our customers on a sale or return basis. The customer has no right to reject or return the goods without prior consent.
4.4 All items must be returned to us at:
The Candle Guy, 3 New Street, Whitwell, Derbyshire, S80 4QN.
4.5 Under the Distance Selling Regulations buyers do have a duty of care towards the products and we would expect that the item should be received back to us in the same condition that you received it.
4.6 Upon inspection of the safe receipt of the goods to us we will give you a full refund of the amount paid minus original delivery costs.
4.7 The rights to return the goods to us as referred to in clause 4.6 will not apply in the following circumstances:
(a) in the event that the product has been used
The provisions of this clause 4.7 do not affect your statutory rights.
4.8 You must not return items to us that have been used unless they are found to be faulty.
5.1 In the event that you find an item to be faulty or damaged this must be reported to us immediately in writing by email to [email protected]
5.2 In all circumstances we will always ask you to send us a photo of the faulty or damaged item/s for our records which means we can usually deal with your problem remotely.
5.3 We will either offer to refund or replace the items in question and this decision will be made by us on a case by case basis.
5.4 In some circumstances we reserve the right to request for the faulty or damaged item/s to be returned to us for inspection to:
The Candle Guys, 3 New Street, Whitwell, Derbyshire, S80 4QN.
5.5 If, upon inspection of the safe receipt of the goods to us, they are found to be faulty or damaged we will offer you a full refund of the amount paid including any return delivery costs or a replacement of the goods.
5.6 In all circumstances items must be retained until you have a resolution from ourselves therefore you must not:
(a) use any of the item/s before we confirm we are happy to offer you a partial/full refund or replacement
(b) discard any of the item/s before we confirm a partial/full refund or replacement has been authorised
6.1 The Candle Guys gives you authorisation to personally view the material contained on this website and to download a single copy of such material for your personal, non-commercial use.
6.2 The information contained on this website is protected by copyright laws. Ownership of the content, including without limitation photographs and graphical images, belongs to The Candle Guys and to the content providers of this site. Any use of the content not expressly permitted by these terms and conditions will be seen as a breach and may be a violation of copyright, trademark and other laws. All rights, not expressly granted in these terms and conditions, are specifically reserved to The Candle Guys.
6.3 If you violate these terms and conditions in anyway, your authorisation to use the www.thecandleguys.co.uk website will be automatically revoked and you must destroy any copies of the content that you have made.