Refund policy

Returns and cancellations

This policy explains your cancellation and return rights. It does not reduce any rights or return terms that applied when you placed your order.

Eligible online purchases

For eligible UK online purchases, you may cancel from the time you place your order until 14 days after receiving your goods, without giving a reason. If one order is delivered in separate parts, the cancellation period normally runs from receipt of the last item.

Tell us clearly that you wish to cancel by emailing hello@bearburners.co.uk or writing to the address below. Including your order number helps us find your purchase. You may use the cancellation form below, but you do not have to.

Return the goods within 14 days of telling us you are cancelling. Our acknowledgement or approval is not required to exercise your statutory cancellation right.

Return postage and condition

You are responsible for the direct cost of returning goods when you change your mind, provided we informed you of this before purchase. We do not provide free change-of-mind return postage unless expressly agreed.

Please package returns securely and retain proof of postage. You may inspect goods as you would in a shop. Where permitted by law, we may deduct the actual loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Burning a candle or melting wax may cause such a loss in value. We do not charge a restocking fee for statutory cancellations.

Refunds following cancellation

We may withhold your refund until we receive the goods or evidence that you have returned them, whichever is earlier. We will refund within 14 days of that point, using the original payment method unless otherwise agreed, without a refund fee.

For cancellation of an entire eligible order, we also refund the cost of our least expensive standard delivery option. Additional charges for upgraded delivery are not refunded.

Personalised and bespoke products

The statutory change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised for you.

A standard-range product is not excluded merely because it is handmade or produced after your order is placed. Inclusion in a Candle Club box does not itself make an item personalised or remove applicable statutory rights.

Shop purchases and sale items

For purchases made in person in our shop, we do not offer refunds or exchanges simply because you change your mind, unless expressly agreed.

Sale items retain the same statutory rights as full-price items.

Faulty, damaged or incorrect goods

Your rights where goods are faulty, damaged, not as described or otherwise fail to meet legal standards are unaffected by this policy, including for bespoke and sale items.

Contact hello@bearburners.co.uk with details of the problem. Photos can help us investigate but are not a condition of your statutory rights. We will provide the appropriate remedy and bear reasonable return costs where legally required.

Contact and returns address

Bear Burners, Station Approach, East Boldon, NE36 0AB

Email: hello@bearburners.co.uk