Terms & Conditions

About CĀND

The website at mycand.uk and the products offered through it are operated and sold by Aleksandra Marczak trading as CĀND.

CĀND is not currently registered for VAT. If our tax status changes, prices and invoices will be handled in accordance with the law applicable at that time.

These terms

These Terms and Conditions apply to purchases made by consumers through our website. Please read them before placing an order. By submitting an order, you confirm that you have read and agree to these terms.

• You must be legally capable of entering into a contract. If you are under 18, a parent or guardian must place the order for you.
• If you are buying wholly or mainly for business purposes, please contact us because different terms may apply.
• Our Privacy Policy explains how we use personal information. Any product-specific instructions, quote or written custom-order agreement also forms part of the contract.
• If a product-specific term conflicts with these general terms, the product-specific term applies only to that product and only to the extent of the conflict.

Our products

CĀND offers handcrafted candles, flower boxes, mini boxes, bouquets, gift sets and accessories for gifts, interiors and celebrations. Flowers used in our current ranges are artificial or made from wax; they are not fresh flowers unless a product page expressly says otherwise.

Custom and personalised orders

We may create bespoke pieces based on an occasion, colour palette, wording, date, delivery requirements, inspiration or other specifications supplied by you. A custom order is accepted only when we confirm the final specification, price and estimated timescale in writing and any required payment has been received.

• You are responsible for checking names, dates, wording, colours, delivery details and all other specifications before approval.
• Requested changes after approval may not be possible and may affect the price or completion date.
• We may refuse content that is unlawful, discriminatory, abusive, infringes another person’s rights or is otherwise inappropriate.
• You confirm that you have permission to provide and use any wording, image, logo or other material supplied to us.

Prices, currencies and promotions

The price payable is the price shown at checkout when you submit the order. Prices include any taxes we are required to charge but exclude delivery unless delivery is expressly included.

• Our main store currency is pounds sterling (GBP). The website may display or accept another currency where that option is available at checkout.
• Your payment provider may apply its own exchange rate, conversion fee or foreign transaction charge. We do not control those charges.
• If an obvious pricing error occurs, we may reject or cancel the affected order and refund any payment, even after an automated acknowledgement has been sent.
• Discount codes and welcome offers are subject to their displayed conditions, validity period and exclusions. Unless stated otherwise, only one code may be used per order and codes cannot be exchanged for cash.
• A free-delivery threshold is calculated after discounts and before delivery charges. It applies to the value of eligible goods in the order.

Orders and contract formation

When you submit an order, you make an offer to buy the products in your basket. An automated order acknowledgement confirms that we have received the order; it does not necessarily mean that we have accepted it.

• A contract is formed when we send an order acceptance or dispatch confirmation, or when we expressly begin an approved custom order, whichever happens first.
• Please check your basket, personalisation, billing address, delivery address and contact details before submitting the order.
• If you notice an error, contact us immediately. We cannot guarantee that an order can be changed after it has been accepted or production has begun.
• We may refuse or cancel an order if a product is unavailable, payment is not authorised, the delivery address cannot be served, we reasonably suspect fraud or misuse, or there is an obvious error in price or description.
• If we cancel after taking payment, we will refund the affected amount using the original payment method.

Payment

You must pay the full amount shown at checkout unless we have agreed a different payment schedule for a custom order. Available payment methods are the methods displayed at checkout and may vary by device, currency, location and order value.

UK delivery

Delivery options and available services are shown at checkout. Our standard UK delivery terms are set out below.

• Delivery estimates are not guarantees unless we expressly agree a guaranteed service or delivery date in writing.
• Express delivery shortens the carrier’s delivery stage; it does not automatically shorten production time.
• Please allow additional time during seasonal peaks, severe weather, carrier disruption or events outside our reasonable control.
• If delivery by a particular date is essential, contact us before ordering so we can confirm whether it is achievable.

Parcel lockers and collection points

A parcel locker or collection-point option may be offered at checkout where it is supported for the destination and parcel. Availability depends on the connected delivery service and is not guaranteed for every product, postcode or parcel size.

• You must select the correct locker or collection point and provide a mobile number and email address capable of receiving collection notifications.
• You are responsible for collecting the parcel within the period set by the carrier.
• If a parcel is returned because it was not collected, we will contact you. Reasonable re-delivery costs may be payable unless the failure was caused by us or the carrier.
• We may change the carrier or service where necessary, but we will not materially change the delivery method without a reasonable basis.

International delivery

We deliver outside the United Kingdom only to countries made available at checkout. The applicable charge and estimated delivery time will be displayed before you submit the order. We may change the available destinations as carrier services and restrictions change.

• You are responsible for providing a complete address that is valid for the destination country.
• Unless checkout expressly states otherwise, the recipient is responsible for import duties, customs charges, local taxes and carrier clearance fees.
• Customs checks may delay delivery. Such delays are outside our direct control.
• You must comply with local import restrictions. We may cancel an order if we cannot lawfully or safely ship a product to the destination.
• Nothing in these terms removes mandatory consumer rights that apply in the country where you normally live.

Returns and refunds

Before returning an item, contact us at contact@cand.uk and include your order number. Unless we agree otherwise, returns must be sent to the address in section 1.

• For a change-of-mind return, you are responsible for the direct cost and safe packaging of the return.
• We recommend using a tracked service and keeping proof of posting. You remain responsible for the parcel until it reaches us.
• You may inspect goods as you reasonably would in a shop. We may reduce the refund to reflect loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.
• Original packaging is helpful but is not an absolute condition of your statutory cancellation right. The product must nevertheless be packaged securely for return.
• We will refund the product price and the cost of our least expensive standard outbound delivery. Any extra amount paid for express or another premium service is not refundable merely because you changed your mind.
• Refunds will be made using the original payment method unless expressly agreed otherwise.
• We may wait until we receive the returned goods or evidence that you sent them back, whichever occurs first. We will then issue the refund without undue delay and within the period required by law.

Faulty, damaged or misdescribed goods

We are legally responsible for supplying goods that are of satisfactory quality, fit for any purpose made known to us and as described. Nothing in these terms limits the remedies available to you under the Consumer Rights Act 2015 or other applicable law.

• If an item arrives damaged, incomplete or incorrect, contact us as soon as reasonably possible with your order number and a description of the problem.
• Photographs of the product and packaging may help us investigate transit damage, but a delay in providing photographs does not automatically remove your legal rights.
• Depending on the circumstances and the law, you may be entitled to reject the goods, receive a refund, or request repair or replacement.
• Where goods are faulty or not as agreed, we will bear the reasonable return cost or provide suitable return instructions.
• Damage caused by misuse, failure to follow safety instructions, ordinary wear, accident or unauthorised alteration is not a product fault.

Address, risk and ownership

• You are responsible for providing a complete and accurate delivery address. Contact us immediately if you discover an error.
• We are not responsible for delay or loss caused solely by an incorrect address supplied by you, although we will take reasonable steps to help where possible.
• Risk in the goods passes to you when the parcel is delivered to you, a person you nominate, or a safe place or collection point you validly authorised.
• Ownership of the goods passes to you when we have received payment in full.
• If tracking shows delivery but the parcel cannot be found, check the nominated safe place, household members and neighbours, then contact us promptly so we can investigate with the carrier.

Product and candle safety

Always read and follow the safety label, care card and instructions supplied with the product. Product-specific instructions take priority over the general reminders below.

Decorative wax flowers, arrangements or components must not be lit unless the product is expressly designed, labelled and supplied for burning. Safety instructions do not limit our liability where the law does not allow a limitation.

Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for a loss that neither you nor we could reasonably have foreseen when the contract was formed.

• Products supplied under these consumer terms are intended for private use. We are not responsible for business losses such as loss of profit, revenue, opportunity or goodwill.
• We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, defective products where liability cannot lawfully be excluded, or any matter that cannot legally be limited.
• Nothing in these terms requires you to compensate us for more than the loss we reasonably and lawfully suffer as a result of your breach.

Accounts, website use and intellectual property

• You are responsible for keeping account credentials confidential and for telling us promptly if you suspect unauthorised use.
• You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with checkout or use automated tools in a way that harms the website or other customers.
• Website availability is not guaranteed at all times. We may suspend access for maintenance, security or operational reasons.
• Unless stated otherwise, the website design, text, product photographs, graphics, branding and other original content belong to CĀND or are used under licence.
• You may view and make reasonable personal use of the website, but you may not reproduce or commercially exploit its content without prior written permission.

Questions and complaints

If you have a question or complaint, email contact@cand.uk and include your order number, a clear description of the issue and the outcome you are seeking. We will acknowledge and investigate the matter within a reasonable time.

We prefer to resolve concerns directly and fairly. This complaints process does not prevent you from using any court, statutory remedy or alternative dispute option available to you under applicable law.

Governing law, severability and changes

• These terms and contracts made under them are governed by English law.
• If you live in Scotland or Northern Ireland, you retain the protection of mandatory laws that apply where you live and may bring proceedings in the courts available to you there. Consumers outside the UK also retain any mandatory local protection that cannot lawfully be excluded.
• If a court finds one provision unlawful or unenforceable, the remaining provisions continue to apply.
• A delay in enforcing a right does not mean that the right has been waived.
• No person other than you and CĀND has a right to enforce the contract, except where the law provides otherwise.
• We may update these terms for future orders. The version in force when your contract is formed will continue to apply to that order unless a change is required by law or you agree otherwise.

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.