We want you to be completely satisfied with your purchase from Cogito Candle Co. This policy explains your rights under UK law, how returns are handled, and how we process personal data when dealing with return or cancellation requests.
1. Your Legal Right to Cancel (14-Day Cooling-Off Period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel most online purchases within 14 days of receiving their order, without giving a reason.
Items excluded from the cooling-off period
The following items cannot be returned unless faulty or misdescribed:
- Products that have been opened, unsealed, or used, including candles and wax melts
- Goods that are made to your specification or personalised
- Goods that are likely to deteriorate or expire rapidly
If an item is eligible for cancellation and is unused, unopened, and in its original condition, you may exercise your right to cancel.
To cancel your order within the legal timeframe, you must notify us in writing at: Info@cogitocandle.co.uk
or via the contact form on our website.
You may use the Model Cancellation Form found in Schedule 3 of the Regulations, though this is not required.
2. Returning Items After Cancellation
If you exercise your cancellation rights, you must return the goods to us within 14 days of notifying us.
- You are responsible for return postage costs.
- Items must be securely packaged to avoid damage.
We reserve the right to deduct an amount from your refund if the product has been handled beyond what is reasonably necessary to inspect it, as allowed under the Regulations.
3. Faulty or Misdescribed Goods (Consumer Rights Act 2015)
If your item is faulty, damaged on arrival, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015.
Please contact us within 30 days of receiving your order with:
- Your order number
- A description of the issue
- Clear photos of any damage
Depending on the situation, we will offer a replacement, repair, or full refund, including any shipping costs.
4. Refunds
Once we receive and inspect your returned item (if applicable), we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be issued to your original payment method.
- We will process refunds within 14 days of receiving the returned goods, or within 14 days of cancellation if the goods were never dispatched.
- Your payment provider may take additional time to process the refund.
Shipping fees are only refundable where:
- The entire order was cancelled within the cooling-off period, or
- The item was faulty or misdescribed.
5. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us immediately at:
Info@cogitocandle.co.uk
If the order has not yet shipped, we will cancel and refund it in full.
6. Incorrect Address or Failed Delivery
If an incorrect or incomplete address was provided at checkout, Cogito Candle Co. cannot be held responsible for non-delivery.
If the parcel is returned to us, it can be resent once additional postage is paid.
7. How We Use Your Personal Data
When you submit a return, refund, or cancellation request, we may need to collect certain personal data, such as:
- Your name
- Contact details
- Order information
- Photographs of damaged goods (where relevant)
Purpose of processing
This information is used solely for:
- Fulfilling our contractual obligations
- Processing cancellations, refunds, or replacements
- Preventing fraud
- Complying with our legal obligations
Lawful basis for processing
We process personal data under:
- Article 6(1)(b) UK GDPR: performance of a contract
- Article 6(1)(c) UK GDPR: compliance with a legal obligation
- Article 6(1)(f) UK GDPR: legitimate interest (fraud prevention and service improvement)
Data retention
Return-related data is retained only as long as necessary for accounting, legal, and regulatory purposes (typically up to 6 years under UK tax law).
Your data rights
You have the right to access, correct, delete, or restrict the use of your personal data.
For more information, please refer to our Privacy Policy or contact us at:
Info@cogitocandle.co.uk
8. Contact Us
If you have any questions about this policy or need to begin a return or cancellation request, please contact:
Info@cogitocandle.co.uk