Returns & refunds
14-day free returns with a prepaid label, and free replacements for anything damaged or incorrect.
Last updated 1 July 2026
- Return window
- 14 days from delivery
- Return cost
- Free — prepaid label provided
- Return method
- By post, using our prepaid label
- Refund method
- Original payment method
- Refund timing
- Within 7 days of inspection
- Damaged or incorrect
- Free replacement or full refund
- Applicable country
- United Kingdom
- Restocking fee
- None
1. Your right to return
You may return any item within 14 days of delivery for any reason. This sits alongside your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, which are not affected by this policy.
2. How to start a return
- Email support@gartenia.store with your order number and the item you would like to return
- We email you a prepaid return label within one business day
- Repack the item in its original protective packaging and attach the label
- Drop the parcel at any convenient carrier point and keep your proof of postage
3. Condition of returned items
Items should be returned unused and in a resaleable condition with their original packaging. You are welcome to unpack and inspect an item as you would in a shop; we may reduce a refund only where handling beyond that has diminished the value of the goods.
4. Refunds
Once your return arrives we inspect it and issue your refund to the original payment method within 7 days. Refunds include the full price paid for the item. Because delivery is free, there is no postage charge to refund and no return postage for you to pay.
5. Damaged, faulty or incorrect items
If an item arrives damaged, develops a fault, or is not what you ordered, email us a photo within 48 hours of delivery where possible. We will send a free replacement or issue a full refund — whichever you prefer — and you will never be asked to pay return postage.
6. Non-returnable items
For hygiene and safety reasons we cannot accept returns of candles that have been lit. This does not affect your rights if a candle is faulty.
7. Cancelling an order
If your order has not yet been dispatched, contact us and we will cancel it and refund you in full. If it has already been dispatched, please use the returns process above.
8. Contact
Returns queries: support@gartenia.store · +44 1253 863371 · Monday to Friday, 9:00am – 5:00pm (UK time)