Refund policy

RETURNS & REFUNDS POLICY

Last updated: 4th September 2026

At MELTÉ AND CO, every candle and candle bouquet is individually handcrafted with care. We take great pride in creating beautiful, high-quality artisan pieces and carefully inspect each order before it is dispatched.

Please read our Returns & Refunds Policy carefully before placing an order.

HANDMADE & DELICATE PRODUCTS

Each MELTÉ AND CO piece is individually handmade. As a result, slight variations in colour, shape, texture, finish and decorative details may naturally occur.

These variations are part of the unique handmade nature of our products and are not considered faults or defects.

Please also note that colours may appear differently depending on screen settings, lighting and photography.

RETURNS

Due to the handmade, delicate and artisan nature of our products, we kindly ask customers to choose carefully before placing an order.

Our products are individually handcrafted and carefully inspected before dispatch. Minor variations in colour, shape, texture, finish and decorative details are a natural part of handmade products and are not considered faults or defects.

For eligible purchases made online, customers have a statutory right to cancel their order within 14 days of receiving their item. To exercise this right, please contact us within 14 days of delivery to clearly inform us of your decision to cancel.

Certain personalised or genuinely custom-made products may be exempt from the statutory right to cancel.

Unless an item is faulty, damaged or incorrect, customers are responsible for the cost of returning an unwanted item.

Returned items must be handled with reasonable care. A deduction from a refund may be made where the value of an item has been reduced as a result of unnecessary handling beyond what would reasonably be permitted when inspecting the item.

Nothing in this policy affects your statutory rights as a consumer.

DAMAGED OR FAULTY ITEMS

We take great care when packaging every MELTÉ AND CO order. However, if your item arrives damaged, faulty or incorrect, please contact us as soon as possible.

To help us investigate any damage that may have occurred during delivery, we kindly ask that you contact us within 7 days of receiving your order and provide clear photographs of the item and, where relevant, the packaging.

This 7-day reporting period is intended to help us investigate and resolve delivery damage promptly and does not affect your statutory rights under UK consumer law.

To help us assess your claim, please provide:

  • Your order number
  • A clear description of the issue
  • Clear photographs and/or videos of the damaged or faulty item
  • Photographs of the outer packaging and any internal packaging where relevant

Please send this information to:

Melteandco@gmail.com

We kindly ask that you do not dispose of the item or any packaging until we have reviewed your claim and advised you further.

RESOLVING A DAMAGED OR FAULTY ORDER

Once we have reviewed the information provided, we will work with you to find an appropriate resolution.

Depending on the circumstances, this may include:

  • A replacement
  • A repair, where possible
  • A partial refund
  • A full refund

Any resolution will be assessed based on the individual circumstances of the order and in accordance with applicable consumer law.

ITEMS THAT ARE NOT CONSIDERED FAULTY

The following are generally not considered faults or damage:

  • Minor variations in colour, shape, texture or finish
  • Slight differences from website photographs
  • Small variations caused by the handmade nature of the product
  • Changes caused by normal use or burning of a candle
  • Damage caused by incorrect use, storage or handling after delivery
  • Wax frosting or other natural characteristics that may occur with certain types of wax
  • Minor imperfections that do not affect the overall quality, safety or intended use of the product

CANCELLATIONS

If you wish to cancel or amend an order, please contact us as soon as possible.

As MELTÉ AND CO products are handmade and may be created or prepared specifically for your order, we may be unable to accept cancellations or changes once production, preparation or dispatch has begun.

Where applicable, your statutory cancellation rights remain unaffected.

REFUNDS

Refunds, where approved, will be processed using the original payment method wherever possible.

Please allow a reasonable amount of time for your payment provider or bank to process the refund.

Shipping costs are non-refundable unless otherwise required by applicable law or where an issue with the order is determined to be our responsibility.

YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.

Your statutory rights remain unaffected.

INTERNATIONAL ORDERS

We ship internationally and welcome customers from around the world.

For international orders, return and refund rights may vary depending on the country in which you are located. Where applicable, your local mandatory consumer rights will continue to apply.

Customers are responsible for any return postage costs where they are exercising a change-of-mind return and the law allows the customer to bear those costs.

Any customs duties, import taxes, local taxes or other charges associated with an international return are the responsibility of the customer unless otherwise required by applicable law.

Nothing in this policy is intended to restrict or exclude any mandatory consumer rights that apply to your order.

CONTACT US

If you have any questions about your order, returns or refunds, please contact us at:

MELTÉ AND CO
Email: Melteandco@gmail.com

We are always happy to help and will do our best to ensure that any genuine issue with your order is resolved fairly and professionally.