Returns & Cancellation

About this policy

This Returns & Cancellation Policy applies to consumer purchases made through mycand.uk. It forms part of our Terms and Conditions and does not reduce any statutory rights available to you.

Cancelling or changing an order before dispatch

If you wish to cancel or change an order, email contact@cand.uk as soon as possible. Include the order number and clearly explain the requested change.

• For an eligible standard order, we will normally stop and refund it if it has not entered dispatch.
• We cannot guarantee address, product, wording or delivery changes after an order has been accepted or production has begun.
• If a parcel has already been dispatched, follow the cancellation and return procedure below. Refusing delivery does not by itself give us all the information required to process a cancellation.
• Express delivery shortens the carrier stage only. It does not automatically shorten production or remove cancellation rights that apply by law.

Personalised and bespoke goods

The statutory right to change your mind does not apply to goods made to your specifications or clearly personalised. Examples may include a bespoke colour arrangement, names, dates, custom wording, a design produced from your brief or another piece that cannot reasonably be resold because of your individual choices.

• We identify and agree custom specifications before accepting a bespoke order.
• Please check spelling, names, dates, colours, dimensions and delivery information carefully before approval.
• If you contact us before production begins, we may agree to cancel a personalised order at our discretion.
• If work or purchasing specific materials has begun, any discretionary cancellation or refund will take account only of reasonable, direct costs and losses already incurred.
• This exclusion never removes your rights where the product is faulty, not as described or does not match the specification we agreed.

How to notify us of cancellation

Send a clear statement to contact@cand.uk before the cancellation period ends. You may use the model form in section 14, but it is not compulsory.

Cancellation is effective when your clear notice is sent before the deadline. We will acknowledge it using email or another durable method.

Sending eligible goods back

Unless we provide different instructions, send the goods to the returns address below within 14 days after notifying us that you are cancelling.

• Package the product securely to prevent movement, crushing, melting, moisture damage or breakage in transit.
• We recommend a tracked and suitably insured service and keeping proof of posting.
• Do not attach labels or tape directly to gift boxes or product packaging where this would damage them; use suitable outer packaging.
• If we supplied several products as a set, return the complete set unless only one component is faulty or we agree otherwise.

Condition of returned goods

You may handle an eligible product only as much as reasonably necessary to establish its nature, characteristics and functioning, in a similar way to how you could inspect it in a shop.

• Lighting or burning a candle will normally go beyond what is necessary to inspect it and may significantly reduce its value.
• Using, altering, washing, damaging, contaminating or removing integral components may also reduce the product’s value.
• We may make a lawful deduction from the refund to reflect diminished value caused by excessive handling.
• Original packaging is helpful and may protect the product, but it is not an absolute condition of the statutory cancellation right.
• You remain responsible for packaging the return safely. Damage caused during return because of inadequate packaging may affect the amount refundable.

Return and delivery costs

For a partial cancellation, we refund any delivery amount required by law. A delivery charge that would still have applied to the goods you keep is not automatically refundable.

How and when refunds are issued

• Refunds are made using the original payment method unless you expressly agree to another method.
• If eligible goods have been dispatched, we may wait until we receive them back or receive evidence that you sent them, whichever happens first.
• We will issue the refund without undue delay and no later than 14 days after the relevant point required by law.
• If an eligible order is cancelled before dispatch and no goods must be returned, we will refund without undue delay and within the legally required period.
• Payment providers, banks and card issuers may need additional processing time before the credit appears in your account.
• Where you used a gift card, discount, instalment product or mixed payment methods, the refund will follow the original payment structure as far as reasonably possible and may be administered by the relevant payment provider.
• We do not charge a restocking or administration fee for exercising a statutory cancellation right.

Faulty, damaged, incomplete or incorrect goods

We must supply goods that are of satisfactory quality, fit for any purpose made known to us and as described. Your remedies under the Consumer Rights Act 2015 and other applicable law are separate from the change-of-mind policy.

• Contact us as soon as reasonably possible and provide your order number and a clear description of the problem.
• Photographs of the product, outer parcel and internal packaging can help us investigate damage with the carrier, but they do not replace your statutory rights.
• Do not dispose of the item or packaging until we have had a reasonable opportunity to assess the issue, unless keeping it would be unsafe.
• Depending on the circumstances and applicable law, you may be entitled to reject the goods, receive a refund, or request repair or replacement.
• We will provide an appropriate return method or reimburse reasonable return postage where the goods are faulty, damaged before risk passed to you, incorrect or not as described.

Exchanges, sets and gifts

• Direct exchanges are subject to availability and are not guaranteed. Contact us before sending anything back.
• Where a direct exchange is unavailable, you may return an eligible standard product under this policy and place a new order.
• A bundle or gift set should normally be returned complete. If only one element is faulty, contact us so we can provide proportionate instructions.
• Refunds for gifts are issued to the original payment method used by the purchaser. We cannot normally pay a cash refund or disclose the purchaser’s payment information to the recipient.
• A replacement or exchange made as a goodwill gesture does not remove any statutory right that applies.

Uncollected, refused or undeliverable parcels

Parcel-locker and collection-point customers must collect within the carrier’s stated period. You are also responsible for supplying a complete and accurate address.

• If a parcel is returned because it was not collected, was refused or the address was incorrect, we will contact you after it comes back to us.
• If you want re-delivery, reasonable new delivery charges may be payable unless the failure was caused by CĀND or the carrier.
• Non-collection or refusal does not always amount to a clear legal cancellation. Email us if you intend to cancel.
• If an eligible cancellation is made, we will process the refund according to this policy. Where the law permits, you remain responsible for direct return transport costs caused by non-collection or an incorrect address.
• Personalised goods returned as uncollected remain subject to the personalised-goods rules and are not automatically refundable.

International returns

Contact us before returning an international order. The procedure above applies subject to mandatory consumer rights in the country where you normally live.

• For a change-of-mind return, you are normally responsible for international return postage and safe transit.
• Follow the carrier’s customs instructions and identify the parcel accurately as returned goods. We cannot advise you to make a false customs declaration.
• Import duties, local taxes or clearance charges paid to authorities or carriers may need to be reclaimed from them and are not always refundable by CĀND.
• If the goods are faulty or incorrect, contact us before posting so we can agree a reasonable return method and avoid unnecessary customs charges.
• Nothing in this policy removes mandatory rights that cannot lawfully be excluded in your country of residence.

Model cancellation form

Complete and send this form only if you wish to cancel an eligible contract. You may instead send any other clear statement containing the necessary information.