Refund and Returns

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Refunds & Returns Policy

 

Last updated: January 2026

At Sundridge Studio, we want you to be completely happy with your purchase. If something isn’t quite right, we’re here to help.

This policy explains your rights and our procedures for returns, refunds, and exchanges in line with UK consumer law.

 

1. Your Right to Cancel (Distance Selling)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

  • The 14-day cancellation period starts the day after you receive your order.

  • You then have a further 14 days to return the item(s) to us.

To cancel, please contact us at info@sundridgestudio.co.uk, clearly stating your order number.

 

2. Conditions for Returns

To be eligible for a return, items must:

  • Be unused, unburned, and in the same condition as received

  • Be returned in their original packaging, including any protective wrapping

  • Be suitable for resale

We reserve the right to refuse a refund if returned items show signs of use, damage, or handling beyond what is necessary to inspect them.

 

3. Items That Cannot Be Returned

For hygiene and safety reasons, the following items are non-returnable, unless faulty:

  • Used or burned candles

  • Opened or used incense

  • Items damaged after delivery

  • Gift cards

If you are unsure whether an item is returnable, please contact us before sending it back.

 

4. Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, please notify us within 48 hours of delivery, including photographs where possible.

In these cases:

  • We will cover return postage costs

  • You may choose a replacement or a full refund, including original delivery charges

This does not affect your statutory rights.

 

5. Retrun Shipping Costs

  • For change-of-mind returns, return postage costs are the responsibility of the customer

  • For faulty or incorrect items, we will reimburse reasonable return postage costs

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

 

6. Refunds

Once your return is received and inspected:

  • We will notify you of approval or rejection

  • Approved refunds will be processed within 14 days

  • Refunds are issued to the original payment method

Please note:

  • Original delivery charges are refunded only if the entire order is returned

  • We may deduct a reduction in value if the item has been handled excessively

 

7. Exchange

If you wish to exchange an item, please contact us first. Exchanges are subject to stock availability.

In most cases:

  • You will need to return the original item

  • A new order will be dispatched once the return is received

 

8. How to Return an Item

Please email info@sundridgestudio.co.uk with:

  • Your order number

  • The item(s) you wish to return

  • Reason for return

We will then provide return instructions.

Do not send returns without contacting us first.

 

Need help?

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

Email: info@sundridgestudio.co.uk

 

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