Returns & Refunds Policy

This Returns & Refunds Policy applies to all trade (B2B) orders placed on Parkscandleslondon.com (the “Website”). It explains when we accept returns, how refunds are handled, and what to do if something arrives damaged or incorrect.

1) Trade orders – important note

Trade orders are supplied for business use. Your statutory rights may differ from those of consumers. Nothing in this policy affects any rights you may have that cannot be excluded under applicable law.

2) Eligibility for returns

We accept returns only in the circumstances set out below:

·      Damaged in transit (see Section 4)

·      Incorrect items supplied (see Section 5)

·      Faulty products (manufacturing defect) (see Section 6)

Unless we agree otherwise in writing, we do not accept returns for:

·      Change of mind

·      Overstocking or slow-moving stock

·      Fragrance preference or subjective assessment (e.g., “not as expected”)

·      Items that have been used, opened, or are not in resaleable condition

·      Clearance, end-of-line, or discounted items marked as non-returnable

3) Time limits

To help us resolve issues quickly, please notify us within the following timeframes:

·      Damaged or missing items: within 48 hours of delivery

·      Incorrect items: within 5 working days of delivery

·      Faulty products: within 30 days of delivery (or as soon as the fault is discovered)

If you contact us outside these timeframes, we may be unable to offer a replacement or refund.

4) Damaged in transit

If your order arrives damaged:

1.        Email us within 48 hours of delivery.

2.        Include your order number, a brief description of the damage, and clear photos of:

o   The outer carton/packaging (including any damage)

o   The internal packaging

o   The damaged item(s)

o   The shipping label

3.        Please keep all packaging until the claim is resolved.

Where damage is confirmed, we will (at our discretion):

·      Replace the affected item(s), or

·      Issue a refund/credit for the affected item(s)

5) Incorrect items supplied

If you receive an incorrect item:

·      Email us within 5 working days of delivery with your order number and photos of the items received.

Once confirmed, we will arrange (at our discretion):

·      Collection/return instructions, and

·      A replacement shipment or a refund/credit for the incorrect item(s)

6) Faulty products (manufacturing defects)

If you believe a product is faulty:

·      Email us with your order number, batch/label details (if available), and photos/videos showing the issue.

If a fault is confirmed, we will offer (at our discretion):

·      A replacement, or

·      A refund/credit for the affected item(s)

This does not cover faults caused by improper storage, misuse, accidental damage, or failure to follow product care instructions.

7) Return condition requirements

Where a return is approved, items must be:

·      Unused and unopened

·      In their original packaging

·      In resaleable condition

We reserve the right to refuse returns or reduce any refund/credit if returned goods are not in acceptable condition.

8) Return shipping & costs

·      If the return is due to our error (damaged in transit, incorrect items, or confirmed fault), we will cover reasonable return shipping costs or arrange collection.

·      If a return is approved for any other reason (only where agreed in writing), return shipping costs are your responsibility.

Please do not send goods back without written approval and return instructions.

9) Refunds, credits, and processing times

·      Approved refunds/credits will be processed after the returned goods are received and inspected (where applicable).

·      Refunds are made to the original payment method where possible; otherwise, we may issue a trade credit note.

·      Processing typically takes 5–10 working days from confirmation/inspection.

10) Missing parcels / delivery issues

If tracking shows delivered but you have not received the parcel, contact us as soon as possible so we can investigate with the courier. We may require confirmation from your delivery address and/or additional information.

11) How to request a return or report an issue

Please contact our trade team with:

·      Order number

·      Company name

·      Delivery address

·      Details of the issue

·      Photos/videos (where relevant)

We will respond with next steps, including whether a return is required.

12) Policy updates

We may update this policy from time to time. The version published on the Website at the time of your order will apply.