Refunds/Returns Policy

Incorrect Items Received:

In the event of receiving incorrect items, we require you to photograph the full contents of the parcel and email the details to contact@twenty8degrees.co.uk. Keep the unused items in their original packaging until the matter is resolved.Please contact us within 7 days or receiving the incorrect items.

Missing Items:

If an item hasn't been received within the specified window, please notify us at contact@twenty8degrees.co.uk. For items showing as delivered but claimed not received, contact us promptly for further investigation. Please contact us within 7 days. 

Defective/Damaged Products:

For defective or damaged items, reach out to us at contact@twenty8degrees.co.uk with accompanying pictures and an explanation. We are committed to addressing such issues promptly. Please note that scent throw alone is not a valid reason for replacement or refund. Please contact us within 7 days. 

Wax Melt Burner Wear & Tear:

Discoloration may occur due to the nature of wax melt burners. Always adhere to the provided usage guidance for optimal performance.

Refunds on Non-Defective/Damaged Products:

Certain items such as Wax Melts, Candle Refills, and personalized items are non-refundable. However, other scented products can be returned for a refund or exchange under the following conditions:

In the original packaging unused and uncontaminated (with plastic seal intact for candles) Contact us within 14 days of purchase and Return within 30 days of purchase. Email us at  contact@twenty8degrees.co.uk to notify us and confirm the return before returning the product to us. Please be aware that customers are responsible for return postage unless the product is deemed defective or damaged.

 

Shipping Services:

Our UK orders are shipped using selected shipping options. Please honour the advertised fulfilment time before expecting the shipment.

Lost Shipments:

A parcel is considered lost after 7 working days (or 5 days for express)*. Initiate an investigation by contacting contact@twenty8degrees.co.uk. 

*These times don't apply to international deliveries

 

Returns:

To return a product, ensure the following:

Contact us within 14 days of purchase

Return the product in the original packaging unopened, unused with any protective seals still intact.

The buyer is responsible for return shipping charges and ensuring the product is returned safely and not damaged.

Refunds exclude return shipping charges and are processed to the original payment method.

 

Broken Item/s:

If items arrive damaged, notify us immediately and provide photos to contact@twenty8degrees.co.uk. If the item is out of stock, a full refund will be provided.

 

Damaged or Defective Item/s:

Please provide photographic evidence of the damage/defect. A replacement will be offered unless product misuse is evident. Upon review, either a replacement or full refund will be provided as long as the replacement/refund criteria is met.

Non-refundable and Perishable Items:

Regrettably, our wax melt items and any kits including our wax melts are non-refundable, except in the case of arrival in a damaged or faulty condition.

 

 

Our scented wax products are crafted with naturally derived ingredients, which may exhibit inherent imperfections noticeable before or during use. These imperfections might encompass minor cracks resulting from fluctuations in room temperature or frosting/colour variations—characteristic features of coconut wax. It's essential to underscore that these surface irregularities do not negatively affect the product's performance. Therefore, they do not meet the criteria for damage or faults.

Any personalised or bespoke orders are non- refundable, except in the cases the order is wrong and/or damaged or faulty. 

We adhere to the Consumer Rights Act 2015.

 

For further assistance, please contact us at contact@twenty8degrees.co.uk or via the contact button below.

 

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