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Trade Terms and Conditions
By placing an order you are agreeing to the following terms;
Quick Overview - Full terms and conditions can be found within your buyer pack, and in the stockist area.
Turnaround times
Our standard turnaround time is up to 4 weeks from date of purchase. Please contact us once this time has elapsed in order to chase missing purchases.
Net Term agreements
Checking out using any net term agreements is a commitment to the purchase of your order. You must notify us within 5 working days if you wish to cancel or make any changes. Payments are due from date of invoice following to the date of which terms have been agreed.
If the Buyer does not have a net terms agreement in place, payment will be required on receipt of invoice. Payment should be received within 7 days.
Late Payment Fees and Termination
We reserve the right to terminate any existing or future orders upon late payments, and we may request up to a 5% fee per calendar month of an unpaid order.
Damages and issues
Please inspect your order upon receipt and contact us within 5 working days if the item is defective, damaged or if you have received the wrong item. We can evaluate the issue and make it right where possible. We may ask for evidence of damaged items in the form of an image to be able to issue a refund or exchange for the product.
Returns
To start a return, you can contact us at sales@thecandlebrand.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you have any questions please contact us at sales@thecandlebrand.co.uk.
Exchanges
Please contact us to discuss an exchange sales@thecandlebrand.co.uk.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card to process the refund.
Any claims regarding damages, exchanges, or refunds must be requested within 7 days of items received.