The Van Wick Family – Refund & Returns Policy

Last updated: 22/10/12025

We make and pack everything by hand, so every order matters to us.
If something’s gone wrong, we’ll always do our best to put it right — but there are a few rules to keep it fair.

1. Your Right to Cancel

Under the UK Consumer Contracts Regulations 2013, you have 14 days from receiving your order to change your mind and request a return.

To qualify:

  • Items must be unused, unburned, and in their original packaging.

  • You must contact us first at [insert your email address] before sending anything back.

  • Return postage is paid by you unless the item is faulty or we sent the wrong one.

Once we receive the return and check it, we’ll issue a refund to your original payment method within 7 working days.

2. Items That Can’t Be Returned

For hygiene and safety reasons, we can’t accept returns on:

  • Used candles, wax melts, or air fresheners

  • Custom or personalised items (like made-to-order scent blends)

  • Sale or clearance items, unless faulty

If it’s been lit, melted, sniffed, or tampered with — it’s yours to keep.

3. Faulty or Damaged Items

If something arrives damaged or not as described:

  • Let us know within 7 days of delivery with your order number and photos if possible.

  • We’ll sort it — usually by sending a replacement or issuing a refund.

We’ll cover postage if the fault is on our end.

4. Lost Deliveries

If your parcel goes missing, contact us and we’ll investigate with the courier or Royal Mail.
We can’t refund or replace until the delivery company confirms it’s lost — but we’ll always deal with you fairly.

5. How to Return Something

  1. Email info@vanwickfamily.co.uk with your order number and reason for return.

  2. Wait for a reply and instructions (we’ll give you the correct return address).

  3. Package the items securely – if it gets damaged coming back, we can’t refund it.

  4. Keep your proof of postage until the refund’s processed.

6. Refund Timelines

  • Once we’ve checked the returned goods, refunds are usually processed within 7 working days.

  • Depending on your bank or card provider, it might take a bit longer to show up.

7. The Honest Bit

We’re not a big faceless company — just a small outfit doing this by hand.
If there’s a problem, talk to us like you would at a market stall.
We’ll do right by you — fair’s fair.

Full tank, empty toilet, no drama.
That’s how we roll.