Don’t Be A Melt – Returns, Exchanges & Refund Information

At Don’t Be A Melt, we want you to feel confident when shopping for wax melts, scented candles, home fragrances and other products.

We understand that occasionally an item may not be quite right, you may change your mind or something may go wrong with your order.

Our Returns & Refunds Policy explains how to request a return, cancel an order, report damaged or faulty goods and receive a refund.

We aim to make the process as clear and straightforward as possible while respecting your rights under UK consumer law.

1. Your Right to Cancel an Online Order

For most products purchased online, UK consumers have the legal right to cancel their order within 14 days of receiving the goods, without giving a reason.

Where an order contains multiple items delivered separately, the cancellation period generally runs from receipt of the final item.

To exercise your right to cancel, you must inform us of your decision before the cancellation period expires.

You can do this by contacting our customer support team through our Contact Us page or by submitting a clear written cancellation request.

Once you have notified us of your cancellation, you must send the applicable goods back within a further 14 days.

Certain products may be exempt from the statutory cancellation right, as explained below.

2. How to Request a Return

If you would like to return an item, please contact us before sending it back.

Include the following information:

  • Your full name
  • Your order number
  • The product you wish to return
  • Your reason for returning the item, if you would like to provide one
  • Photographs, where the item is faulty, damaged or incorrect

We will provide the appropriate return instructions and return address.

Please do not send products to an address found on the original parcel or to an unconfirmed address.

Return locations may vary depending on the item, and sending a parcel to the wrong address could delay its processing.

You may also use the model cancellation form provided at the end of this policy.

3. Returning Unwanted Products

If you have changed your mind about an eligible purchase, you may return the item in accordance with your statutory cancellation rights.

Please handle products with reasonable care while they are in your possession.

You may inspect an item as you would in a physical shop to establish its nature, characteristics and suitability.

However, if handling goes beyond what is reasonably necessary and reduces the item’s value, a deduction may be made from the refund where permitted by law.

We recommend returning products with their original packaging, accessories and accompanying items wherever possible.

Original packaging is not automatically a legal requirement for exercising your cancellation rights.

4. Products That May Be Excluded from Change-of-Mind Returns

Certain products may be excluded from the statutory right to cancel, depending on their nature and condition.

These may include:

Personalised or made-to-order products: Items manufactured or customised to your individual specifications, where the statutory exception applies.

Sealed hygiene-sensitive products: Certain sealed items that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

Perishable products: Goods that are liable to deteriorate or expire rapidly.

These exceptions apply only where permitted by law.

Opening ordinary product packaging does not automatically remove your cancellation rights.

For example, a candle or wax melt is not automatically exempt from cancellation simply because its packaging has been opened. However, using or consuming the product may reduce its value, and this may affect the refund where legally permitted.

Nothing in this section affects your rights if goods are faulty, damaged or not as described.

5. Returning Candles, Wax Melts & Fragrance Products

We understand that fragrance is a personal preference.

If you decide that an eligible fragrance product is not suitable for you, you may request a return within the applicable cancellation period.

Please take reasonable care when inspecting fragrance products.

Candles that have been burned, wax melts that have been melted or products that have been substantially consumed may have a reduced resale value. This may result in a lawful deduction from the refund where handling exceeds what would reasonably be permitted in a shop.

Certain sealed personal-care or hygiene-sensitive fragrance products may be exempt from change-of-mind cancellation once unsealed, where the legal conditions for that exception are met.

If you are unsure whether a product can be returned, please contact us before using it.

Your statutory rights concerning faulty or incorrectly described goods remain unaffected.

6. Damaged, Faulty or Incorrect Items

We take product quality and customer satisfaction seriously.

If your order arrives damaged, contains an incorrect product or develops a fault, please contact us.

We recommend reporting visible delivery damage promptly and providing photographs where possible, as this helps us investigate efficiently.

However, failing to report a fault within a short administrative reporting period does not remove your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, you may be entitled to a refund, repair or replacement depending on the circumstances and the time since delivery.

In many cases, consumers have a short-term right to reject faulty goods within 30 days. Further rights may apply after this period.

Where goods are faulty or incorrect and a return is necessary, we will arrange or reimburse reasonable return costs as required by law.

7. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for the direct cost of returning the goods, provided this was disclosed before purchase.

We recommend using a reliable postal or courier service and retaining proof of postage.

If an item is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, we will cover reasonable return costs where legally required.

Please contact us before arranging a return so we can provide suitable instructions.

8. Refund Processing Times

Once a valid cancellation or return has been processed, refunds will be issued in accordance with applicable consumer law.

For statutory cancellations involving returned goods, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

If we have agreed to collect the goods, different statutory timing rules may apply.

Refunds will normally be made to the original payment method unless you expressly agree otherwise.

Your bank or payment provider may take additional time to display the refunded amount.

9. Refunds for Original Delivery Charges

Where you cancel an entire eligible order under your statutory cancellation rights, we will refund the cost of the products and the applicable basic standard delivery charge.

If you selected a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the least expensive standard delivery option offered for the order.

If only part of an order is returned, the treatment of the original delivery charge will depend on the circumstances and applicable law.

Any lawful deductions for excessive handling will be explained.

10. Exchanges

If you would prefer a different product or fragrance, please contact our customer support team.

Where possible, we may be able to help arrange an exchange or replacement.

Exchange availability depends on the product, stock availability and the circumstances of the request.

If a direct exchange is not available, we may recommend returning the eligible item and placing a new order.

Where a replacement is required under your statutory rights, we will handle the request accordingly.

11. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will try to stop the order before it enters the delivery process.

If the order has already been dispatched, you may still be able to exercise your statutory cancellation rights after delivery.

Please refer to the cancellation and returns information above.

12. Orders Containing Free Gifts or Promotional Items

If your order included a promotional item or free gift linked to a qualifying purchase, please contact us for instructions when returning the relevant products.

Where a promotion was conditional on keeping particular items or meeting a minimum purchase value, any adjustment must be consistent with the disclosed promotional terms and applicable consumer law.

We will not impose an undisclosed penalty for exercising statutory cancellation rights.

13. International Returns

If international orders are available, return arrangements may vary according to the destination, product and applicable consumer protection laws.

Customers should contact us before returning an international order.

For change-of-mind returns, customers may be responsible for return shipping charges where legally permitted and properly disclosed.

Customs documentation may be required.

International customers may also have additional or different statutory rights depending on their country of residence.

14. Your Statutory Consumer Rights

This Returns & Refunds Policy does not affect your statutory rights.

Under applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, consumers are entitled to important protections when purchasing goods online.

These protections include rights relating to faulty products, inaccurate descriptions, cancellation of eligible distance purchases and refunds.

Any additional return arrangements offered by Don’t Be A Melt are provided alongside, rather than instead of, those legal protections.

15. Need Help with a Return or Refund?

If you have questions about returning a product, cancelling an order, receiving a refund or reporting an issue, please get in touch with our customer support team.

Visit our Contact Us page and include your order number and relevant details.

We will be happy to explain the next steps and help resolve your enquiry.

Don’t Be A Melt — Beautiful Fragrances, Thoughtful Shopping & Customer Care.

Model Cancellation Form

You may use this form if you wish to cancel an eligible online purchase. You are not required to use this exact form; any clear statement of cancellation is acceptable.

To: Don’t Be A Melt – Customer Support

I hereby give notice that I cancel my contract of sale for the following goods:

Product(s): ______________________

Order number: ______________________

Ordered on: ______________________

Received on: ______________________

Customer name: ______________________

Customer address: ______________________

Date: ______________________

Please send your completed request using the contact details published on our website.