Returns & Refunds Policy

We want customers to buy with confidence. This policy explains change-of-mind cancellations, returns and refunds for purchases made online from Memorial Candles Ltd. Nothing in this policy limits your statutory rights.

1. Your 14-day right to cancel an online order

If you are a consumer buying online, you may cancel your order without giving a reason within 14 days after the day you receive the goods. If an order is delivered in separate parcels, the cancellation period runs from the day you receive the last item.

To cancel, email info@memorialcandles.co.uk with your name, order number and a clear statement that you wish to cancel the order. You do not need to use any particular wording.

2. Returning a cancelled order

After telling us you wish to cancel, you must send the goods back within 14 days. Please contact us before sending a return so we can provide the correct return address and instructions.

For a change-of-mind return, you are responsible for the direct cost of returning the goods. We recommend using a tracked service and packaging the lantern carefully because many models contain glass or mirrored components.

3. Condition of returned goods

You may inspect and handle the product in the same way you reasonably could in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Please return the lantern, LED insert, accessories and original packaging where reasonably possible. Missing packaging alone does not remove your statutory cancellation rights.

4. Refund timing and method

Where you validly cancel, we will refund the amount paid for the goods. Standard UK delivery is currently free, so there is normally no outbound standard delivery charge to refund.

We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or evidence of return, whichever happens first.

Refunds will normally be made to the original payment method used through Stripe, unless another method is required by law or agreed with you.

5. Faulty, damaged or misdescribed goods

If your lantern is faulty, damaged on arrival, not as described or not fit for its intended purpose, please see our Complaints & Faulty Goods Policy. Your legal rights for faulty goods are separate from the 14-day change-of-mind cancellation right.

6. LED candle inserts and batteries

Where a product includes an LED candle insert, the insert forms part of the supplied product and should be returned with the lantern if you cancel the whole order. Battery requirements are stated on the relevant product information. Batteries are not included unless the product page expressly says that they are included.

7. Products excluded from change-of-mind cancellation

The standard MC001–MC007 lanterns are not currently personalised or made to a customer’s specification. If we later offer personalised or custom-made products, the statutory change-of-mind cancellation right may not apply to those products. This will be made clear before purchase.

8. How to request a return

1. Email info@memorialcandles.co.uk.
2. Include your name and order number.
3. Tell us whether the return is a change of mind, damage, fault or another issue.
4. Wait for the return address and return instructions.
5. Package the product securely and retain proof of posting.

9. Contact