Refund policy

Last updated: 19 October 2026

Thank you for shopping at Crestony. Below you will find everything you need to know about cancelling an order, returns, exchanges and refunds. Nothing in this policy affects your statutory rights as a consumer in the United Kingdom.

1. Key Information

Return window: 30 days from delivery (our returns policy)
What can be returned: Faulty (defective) items and items you simply changed your mind about
Condition: New only - unopened in the original packaging, or never used (a candle that has never been lit)
Statutory right to cancel: 14 days from delivery (Consumer Contracts Regulations 2013)
Return method: By mail
Return shipping: Paid by the customer; for faulty, damaged or incorrect items we pay and send a prepaid label
Restocking fee: None
Exchanges: Accepted
Refund method: Original payment method (Visa, Mastercard, American Express, Apple Pay and Google Pay), in pounds sterling (GBP)
Refund issued: Within 5 days (Monday to Friday) of receiving your return, and never later than 14 days; your bank may take a further 3 - 5 days (Monday to Friday) to show the credit

2. Your Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods. If your order is delivered in several parts, the period runs from the day you receive the last part.

To exercise the right to cancel, you must inform us (Crestony, 22 Brookdale Road, Leicester, LE3 6PU, United Kingdom, e-mail contact@crestony.shop, phone +447838802143) of your decision to cancel this contract by a clear statement (for example a letter sent by post or an e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication before the cancellation period has expired.

Effects of cancellation: we will reimburse all payments received from you, including the costs of standard delivery, without undue delay and not later than 14 days after the day we are informed of your decision to cancel. We will make the reimbursement using the same means of payment as you used (Visa, Mastercard, American Express, Apple Pay and Google Pay) and you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

You must send back the goods without undue delay and in any event not later than 14 days from the day you tell us about your cancellation. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning (for example, a candle that has been burned).

Your right to cancel is unconditional - it does not require our approval, original packaging or attached labels.

Model cancellation form

To: Crestony, 22 Brookdale Road, Leicester, LE3 6PU, United Kingdom, contact@crestony.shop

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

3. Our 30-Day Returns Policy

In addition to your 14-day right to cancel, you may return any item - faulty or not - within 30 days of delivery for a full refund of the product price, with no restocking fee. Items returned for a change of mind must be new: unopened in their original packaging, or never used. A candle counts as used once it has been lit.

These conditions apply only to our voluntary 30-day returns policy - your statutory rights are not affected.

4. How to Start a Return

E-mail contact@crestony.shop or call +447838802143 with your order number and the item(s) you want to return.
We reply within 24 hours (Monday to Friday) with the return address and instructions.
Pack the item securely - glass and stoneware travel best in their original box with plenty of padding.
Send the parcel back by mail with a tracked service. Keep your proof of postage until your refund appears.

Please contact us before sending anything back so we can match your return to your order quickly.

5. Return Shipping Costs

For change-of-mind returns and cancellations you pay the direct cost of returning the goods by mail. For faulty, damaged or incorrect items we cover every cost and send you a prepaid return label.

6. Refunds

Once your return arrives we check it and e-mail you. Refunds are issued to your original payment method (Visa, Mastercard, American Express, Apple Pay and Google Pay) in pounds sterling (GBP) within 5 days (Monday to Friday) of receiving your return, and never later than 14 days after we receive it. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit. When you cancel a whole order under your statutory right, the original standard delivery charge (free on every Crestony order) is included.

7. Exchanges

Would you prefer a different scent, colour or item? Exchanges are accepted within 30 days of delivery, subject to availability. Contact us, send the original item back by mail (the return postage is paid by you, as for any change-of-mind return, unless the item is faulty or we sent the wrong one) and we dispatch the replacement free of charge as soon as your return arrives. If the new item costs more, we send a secure payment link for the difference; if it costs less, we refund the difference to your original payment method.

8. Faulty, Damaged or Incorrect Items (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement. Nothing in this policy affects these statutory rights.

If your item arrives chipped, cracked or broken, or develops a fault in normal use (for example a wick that will not stay lit), e-mail contact@crestony.shop with your order number and photos. We cover all return costs for faulty, damaged or incorrect items and never charge a restocking fee.

9. Items That Cannot Be Returned

There are no product categories excluded from our 30-day returns policy. For change-of-mind returns the item must be new (unopened, or never used); faulty items can always be returned.

10. Complaints and Dispute Resolution

If you are unhappy with anything, please contact our customer service first - we resolve most issues within a few days. If we cannot resolve your complaint, you may refer it to the relevant Alternative Dispute Resolution scheme or use the small claims track of the county court. Nothing in these terms restricts your statutory rights.