Cancellations and Returns
We are happy to exchange or refund items if (all applies):
- Are returned to us within 14 days of receipt
- Are returned to us in perfect condition (we can only accept a return if it is unused and in it’s original packaging)
- Have been purchased directly online at https://www.escap-ology.co.uk
- If the product is faulty or damaged on arrival*
- Products made to order: Our 7-wick Signature Bowl Candle is made to order. If you wish to return or exchange your candle, a 25% fee will be deducted from the refund to cover materials, labour, and handling.
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Returns or exchanges must be arranged within 14 days of receipt.
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The candle must be unused and in its original packaging.
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Faulty or damaged items on arrival are handled separately under our Faulty Returns process (no fee will be applied).
*For faulty/ damaged returns, please follow our Faulty Returns process in accordance with our Terms & Conditions.
FAULTY PRODUCTS/OTHER RIGHTS TO RETURN
You may cancel this contract if you give us notice by emailing us at info@escap-ology.co.uk at any time before the expiry of a period of 7 working days beginning with the day after the day of delivery of the goods. You must send all returns within 14 days of receipt to:
Escap-ology, 47 Bransby Road, Chessington, KT9 2JZ. We strongly advise that proof of postage is obtained. We cannot accept responsibility for any parcels lost or damaged in transit. If you are rejecting the goods because of a defect or a discrepancy in the order, you are entitled to a full refund or replacement. The faulty or damaged goods must be returned to us before the refund or replacement can be issued. In cases where you are rejecting the order because it is due to an incorrect order from the Customer or to dissatisfaction, the Customer is entitled to a partial refund (full refund less postage, where post & packaging will be charged at £6.99) only. Goods must be returned to us before the partial refund can be issued. If you wish to cancel your order before it has been dispatched, please email us at info@escap-ology.co.uk. Your statutory rights are not affected.