Complaints & Faulty Goods Policy

This policy applies to Memorial Candles products MC001–MC007 and their supplied LED candle inserts. It is intended to make our complaints process clear and does not reduce any rights you have under UK consumer law.

1. Standards our products must meet

Goods supplied by Memorial Candles must be of satisfactory quality, fit for purpose where that purpose is made known, and as described. Product photographs may show natural variations in reflections, lighting and appearance, but the product supplied must still correspond with its material description and key features.

2. If your order arrives damaged or faulty

Contact us as soon as reasonably possible at info@memorialcandles.co.uk. Please include your order number and a description of the problem. If practical, photographs or a short video can help us assess transit damage or a visible fault quickly, but they are not a condition of your statutory rights.

3. Short-term right to reject

If goods do not meet the required legal standards, consumers may have a short-term right to reject them within 30 days and receive a refund. The exact remedy depends on the circumstances and applicable law.

4. Repair or replacement

If a fault is discovered after the short-term rejection period, you may be entitled to a repair or replacement. Where UK consumer law requires us to provide a repair or replacement, we will do so within a reasonable time and without significant inconvenience to you.

If the goods are faulty within the first six months, consumer law may place the burden on the trader to show that the goods were not faulty when supplied, subject to the circumstances and statutory rules.

5. If repair or replacement does not resolve the problem

Where a repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, you may be entitled to a price reduction or to reject the goods and receive a refund, depending on the circumstances and the law.

6. Return costs for faulty goods

Where goods are validly rejected because they are faulty, damaged, misdescribed or otherwise fail to conform to the contract, Memorial Candles will bear reasonable return costs as required by law. We will provide return instructions before the item is sent back.

7. What is not normally treated as a product fault

• Damage caused after delivery by misuse, impact, inappropriate storage or unauthorised alteration.
• Normal wear and tear that is consistent with the nature and expected life of the product.
• A depleted battery or battery-related issue where the battery itself was not supplied by Memorial Candles, unless the product has a separate fault.
• Minor differences in reflections or colour caused by lighting, screen settings or the reflective nature of glass, iridescent glass or mirror surfaces, provided the product remains as described.

8. How we handle a complaint

1. We acknowledge your complaint and review the order information.
2. We may ask reasonable questions or request supporting information to understand the problem.
3. We explain the proposed remedy and any return arrangements.
4. We aim to resolve complaints fairly and in accordance with your statutory rights.

9. Escalating a complaint

If you are unhappy with our response, reply to the same email thread and ask for the matter to be reviewed. You may also seek independent consumer advice or use any statutory dispute or court process available to you. Nothing in this policy prevents you from exercising your legal rights.

10. Contact