Refund policy
Refund Policy
Returns We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at hello@tobiraecandles.com. You can also start a return request through your customer account at https://shopify.com/100448272766/account. Please note that returns will need to be sent to: 5 Hillside Drive, Middleton, M24 2LS. Items sent back without first requesting a return will not be accepted.
Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items Certain items cannot be returned, including custom or personalised products, hazardous materials, flammable liquids, or gases. Sale items and gift cards are also non-returnable. Please get in touch if you have questions about your specific item.
Exchanges We do not offer exchanges.
Returns & Cancellations — EU / EEA Customers
Right of Withdrawal (Cooling-Off Period) If you are located in the European Union or European Economic Area, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right under EU Consumer Rights Directive 2011/83/EU.
To exercise your right of withdrawal, notify us within 14 days of delivery by contacting us at hello@tobiraecandles.com or through your customer account at https://shopify.com/100448272766/account. Once we receive your cancellation request, we will confirm receipt by email.
After notifying us, you must return the goods within 14 days of that notification.
Refunds Once we receive and inspect the returned item(s), we will process your refund within 14 days. The refund will be issued to your original payment method and will include the cost of standard outbound delivery. We reserve the right to deduct an amount reflecting any diminished value of the goods if they have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
Return Shipping Costs Return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be liable for items lost in transit.
Cancellations Before Fulfilment Orders may be cancelled free of charge if they have not yet been fulfilled or dispatched. To request a cancellation, contact us immediately at hello@tobiraecandles.com with your order number, or through your customer account at https://shopify.com/100448272766/account.
Conformity of Goods Under EU Directive 2019/771/EU, you are entitled to a 2-year statutory guarantee on all goods. If your product is faulty or not as described, please contact us and we will arrange a repair, replacement, or refund as appropriate.
Exemptions The 14-day withdrawal right does not apply to: personalised or custom-made items, sealed goods not suitable for return due to health or hygiene reasons once opened, or perishable goods.