Refund policy
Overview
We hope you are completely satisfied with your Aetheia purchase. If for any reason you are not, this policy explains your rights and how to return an item.
This policy is in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Your Right to Cancel (14-Day Cooling-Off Period)
If you change your mind, you have the right to cancel your order within 14 days of receiving your goods.
To exercise this right, you must notify us in writing within 14 days of delivery.
Please email:
hello@aetheia.co.uk
You then have a further 14 days to return the goods.
Return Conditions
To be eligible for a return:
• Items must be unused
• In original condition
• In original packaging
• Not burned or melted
Due to the nature of candles and wax melts, we cannot accept returns of products that have been used, lit, melted or altered unless they are faulty.
Return Shipping Costs
Unless the item is faulty or incorrect:
• Return postage costs are the responsibility of the customer
• We recommend using a tracked service
• We are not responsible for returns lost in transit
Refunds
Once we receive and inspect your return:
• We will notify you of approval
• Refunds will be processed within 14 days
• Refunds will be made to the original payment method
Original shipping costs will only be refunded where required by law.
Faulty or Damaged Goods
If your order arrives damaged or faulty:
Please contact us within 48 hours of delivery at:
hello@aetheia.co.uk
Include:
• Your order number
• A description of the issue
• Clear photographs
If confirmed as faulty, you will be offered:
• A replacement
• A repair (where applicable)
• Or a full refund
This does not affect your statutory rights under the Consumer Rights Act 2015.
Non-Returnable Items
We cannot accept returns for:
• Used candles or wax melts
• Products damaged due to misuse
• Items returned outside the cancellation window
How to Return an Item
To initiate a return, email:
hello@aetheia.co.uk
We will provide return instructions.