Refund policy

Returns & Refunds
Wick & Windsor is a trading name of Bravura Brands Ltd, registered in England & Wales, company no. 16068603. Registered office: The Old Chapel, Mill Road, Kirby Cane, Bungay, NR35 2PS. Email: hello@wickandwindsor.com.

Changed your mind? You have 14 days.
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason:
- Before dispatch: at any time, including pre-orders. Just email us and we'll refund you in full.
- After delivery: within 14 days from the day you (or the person you named) receive the goods.

To cancel, email hello@wickandwindsor.com with your order number, or send us the model cancellation form below. You then have a further 14 days to send the item back to: the returns address we send you when you get in touch.

- Items must be unused, with the candles unlit and in their original packaging, so we can resell them. If an item has been used beyond what's needed to inspect it, we may reduce your refund to reflect the loss in value.
- You pay the return postage unless the item is faulty or we sent the wrong thing. We recommend a tracked service.
- We refund within 14 days of receiving the goods back, or of you giving us proof of postage, whichever comes first. For cancellations before dispatch, we refund within 14 days of your cancellation.
- Refunds go to your original payment method. If you cancel the whole order, the refund includes the standard delivery charge you paid (but not any extra paid for a faster service).

Faulty, damaged or wrong item?
Your rights under the Consumer Rights Act 2015 are not affected by this policy. If your order arrives damaged or faulty, or isn't as described:
- Within 30 days of delivery: you can reject it for a full refund.
- After 30 days: we'll repair or replace it. If that isn't possible or doesn't fix the problem, you can have a refund (which may be reduced for use after the first six months).

Email hello@wickandwindsor.com with your order number and a photo. We'll cover the return costs or, where it makes sense, simply send a replacement without needing the item back.

Gifts
If you received a Wick & Windsor set as a gift, contact us with the order number. We'll refund the gift recipient by store credit or to the original payment method, as agreed with the buyer.

Model cancellation form
(Complete and return this form only if you wish to cancel your contract.)
To: Bravura Brands Ltd t/a Wick & Windsor, The Old Chapel, Mill Road, Kirby Cane, Bungay, NR35 2PS; hello@wickandwindsor.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: