LUXURY SCENTED CANDLES
GENERAL TERMS AND CONDITIONS
This site is owned and operated by Surrey Hils Haven. If you have any questions about these terms and conditions or if you have any comments or complaints about our service or website, you contact us at:
orders@surreyhillshaven.co.uk
1 The Contract between the customer & Surrey Hills Haven.
We must receive payment of the whole of the price for the goods that you order before your order can be accepted and shipped. Once payment has been received by us, we will confirm that your order has been accepted by sending an email to you at the email address you provide on your website order. Our acceptance of your order brings into existence a legally binding contract between us.
2 Ownership of Rights
All rights, including copyright, and imagery in this website are owned by or licensed to Surrey Hills Haven. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission.
3 Accuracy of content
We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. Any weights, dimensions and specifications given about the goods are approximate only and are used within our shipping parameters to calculate shipping costs. Colours displayed on our product photographs can differ on mobile, laptop and PC screens.
4 Making a Purchase and Availability
Making an online purchase at Surrey Hills Haven is secure and available 24 hours a day, 7 days per week. Simply browse our online shop and add any items you wish to purchase to your shopping bag after confirming the quantity.
When you have finished your shopping, just click on “checkout” and fill out the few details needed to complete your order.
Please ensure that all fields marked with an asterisk * are completed, otherwise you will be unable to complete the checkout.
4a Promotional Codes / Discount Codes
Only one promotional offer or discount code can be used at any one time and any Promotion Codes are not valid during Sale Periods or on items in our Sale Room.
All promotional codes remain the property of Surrey Hills Haven and we reserve the right to stop or remove a promotion at any time without prior warning.
5 Acknowledgement and Processing of your order
You will need to provide us with your e-mail address, and we will notify you by e-mail as soon as possible to confirm receipt of your order and e-mail. An acceptance of your order will take place on despatch of the good(s) ordered.
6 Mistakes when Ordering
If you make an error when ordering don’t hesitate to contact via email at orders@surreyhillshaven.co.uk to make changes before your order is sent to picking in our warehouse. Once the order has been sent to the warehouse to be packed it is unlikely that we will be able to make changes.
7 Product Pricing & Descriptions
We aim to ensure that all the details, prices and descriptions of products on our website are accurate when they are entered onto our website. However, there may be the odd occasion when the information on the website at any given time may not precisely reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. We take every care to ensure that the description and specification of our products are correct at the time of going live. Description and product information on our website are solely to provide an idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding.
The prices payable for goods that you order on our website are in £s sterling.
8 Payment terms
Payments are processed via our payment processing merchant Square. All card information is encrypted using the latest secure technology and passed directly to Square for authorization. No credit card information is stored on the Defined Style server at any time.
We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account, then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.
9 Delivery charges
Delivery charges vary according to the type of goods, size, fragility and weight. terms of which are set out clearly under the “Delivery” section on our website.
9.1 We will deliver the goods to the address you specify for delivery in your order. Please ensure the address and postcode is correct at the time of ordering. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed and dependent on our courier service. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period, and we will contact you to arrange an alternative time.
9.2 You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you, they will be held at your own risk, and we will not be liable for their loss or destruction.
9.3 Prior to your delivery, please ensure the route is clear and free from obstructions any changes must be raised prior to delivery with our logistics provider.
10 Risk and Ownership
Risk of damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.
11 Cancellation Rights
We hope that you will be delighted with your order, however there may be an occasion where you need an exchange or a refund terms of which are set out clearly under the “Return” section on our website.
11.1 If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within fourteen days following your receipt of the goods or the date on which we begin provision of the services.
11.2 Damaged or incorrectly supplied products: You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must evidence and note the details of any damage or error in supply on the delivery documentation and inform us (by post, phone or e-mail only) within fourteen days of delivery. You must return the products to us as soon as possible (within fourteen days of receipt of your order) after informing us that the products are damaged or have been incorrectly supplied.
Please note that we will not accept the return of any damaged or incorrectly supplied products where you fail to notify us of this within fourteen days of receiving them. Before returning items you must contact us by email with details of your order, request for refund or exchange and we will be able to authorise the return of your goods. On receipt of your returns we will process your refund or exchange within 5-7 working days. If an exchange is required this may take longer if we need to order in the necessary replacement items.
11.3 Return of Unwanted Items: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within fourteen days, starting the day after you receive the order. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned at your cost, securely packaged within fourteen days of receipt of your order. It is the customers responsibility to return items to us in secure and suitable packaging. We will be unable to process your return if unwanted items are returned to us damaged.
12 Cancellation of your Order by Us
12.1 We reserve the right to cancel the contract between us if:
12.1.1 we have insufficient stock to deliver the goods you have ordered;
12.1.2 one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
12.2 If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order.
REGISTERED BUSINESS ADDRESS
68 ST ANDREWS GARDENS
KT11 1HQ COBHAM, Surrey KT11 1HS
UK Shipping
We aim to dispatch all orders within 1–2 business days of purchase. Our normal delivery supplier is Royal Mail First Class — this ensures a swift and traceable service.
Having trouble with your delivery? Contact us at orders@surreyhillsaven.co.uk
Candle Care
Each candle includes a Candle Care Guide, and you can also find this information on our website: www.surreyhillsaven.co.uk
We strongly recommend reading it before lighting your candle to get the best (and safest) experience.
Please always follow the safety instructions on the bottom of your candle and in your care guide. Surrey Hills Haven cannot be held responsible for damage or injury caused by misuse.
Our carry bags are hand-dyed and should be hand-washed separately, especially for the first few washes, to avoid colour transfer.
Need safety or allergen info? SDS labels listing full ingredients and potential allergens can be requested by emailing: orders@surreyhillsaven.co.uk
Additional safety information is also available at www.surreyhillsaven.co.uk
Returns & Refunds
If you decide you would like to return your item please contact us using orders@surreyhillshaven.co.uk.
We must then receive your returned item/s within 14 days of your request.
If your item is damaged or faulty please contact us on orders@surreyhillshaven.co.uk as soon as possible and within 30 days of receipt, please include any evidence of the damage and when/where this occurred including relevant images.
Returns Address:
68 ST ANDREWS GARDENS
KT11 1HQ COBHAM, Surrey KT11 1HS
Please look after your unwanted Items once you have decided to return them – even if they are faulty – They must be returned undamaged and in the original packaging. This is both the box they came in and the box they were sent in filled with the protective packaging.
You must take reasonable care of the products that you wish to return and not use them. Products should be returned at your cost and securely packaged.
It is the customers responsibility to return items to us in secure and suitable packaging.
We will be unable to process your return if unwanted items are returned to us damaged.
You are responsible for the cost of returning your items (unless the item arrives faulty, damaged or the incorrect item has been received). We recommend using a tracked or recorded returns service as we are not responsible for lost parcels.
Once we have received your return we will process your refund minus any courier charges or if you have requested one release your exchange.
Please Note. Your refund may take 14 days to show in your account but sometimes can take longer.
Surrey Hills haven upholds The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your Statutory Rights are Not Affected.
We are here to help with any queries you may have.
We place an emphasis on sustainability and re-usability.
UK shipping starts from just £3.70 Tracked Delivery also available
