Returns & Refunds

At Chronos, each piece is produced and finished with care before leaving our studio. We want you to be confident in your purchase and have set out our returns process clearly below.

30-Day Returns

We accept eligible returns within 30 days of delivery.

For returns made under our voluntary 30-day policy, the piece must be:

• unused and unlit;
• in its original condition;
• returned with any original protective packaging where reasonably possible; and
• securely packaged to prevent damage in transit.

To request a return, please contact support@chronoscandles.co.uk with your order number and the item you wish to return.

Please do not send a return without contacting us first. We will provide the appropriate return instructions.

Your Right to Cancel 

For orders placed online, UK consumers have the legal right to cancel eligible purchases within 14 days of receiving their order, without giving a reason.

After notifying us of your decision to cancel, you have a further 14 days to return the goods.

You may inspect the piece as you reasonably would in a physical shop. If the item has been handled beyond what is necessary to establish its nature, characteristics and condition, we may make an appropriate deduction from the refund where permitted by law.

Our 30-day return policy is offered in addition to, and does not affect, your statutory rights.

Personalised and Bespoke Pieces

Pieces that have been made to your individual specifications or clearly personalised for you may not be eligible for change-of-mind cancellation or return.

This does not affect your rights if the piece is faulty, damaged or not as described.

A standard Chronos piece being produced after an order is placed does not, by itself, make it a personalised item.

Burned or Used Candles

Once a candle has been lit or materially used, it cannot normally be returned under our voluntary change-of-mind policy.

This does not affect your statutory rights where a product is faulty, unsafe or not as described.

Because Chronos pieces are sculptural candles, their form will naturally change during burning. Wax movement, dripping and variations in the way a sculptural candle burns are normal characteristics of this type of object and should be considered alongside the candle-care instructions supplied with the piece.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incorrect or significantly different from its description, please contact us as soon as possible at support@chronoscandles.co.uk.

Please include:

your order number;
a brief description of the issue; and
clear photographs of the piece and, where relevant, its packaging.

We will assess the issue promptly and arrange the appropriate refund, replacement or other remedy in accordance with your statutory rights.

Nothing in this policy limits your rights under UK consumer law.

Return Shipping

For change-of-mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.

We strongly recommend using a tracked postal service and retaining proof of postage. Chronos cannot take responsibility for returned parcels that are lost before reaching us.

Where an item is faulty, damaged, incorrect or not as described, we will arrange or reimburse reasonable return costs where applicable.

Refunds

Once your return has been received and inspected, we will confirm the outcome of your return.

Approved refunds will be issued to your original payment method.

For cancellations covered by your statutory cancellation rights, refunds will be made within the timeframe required by applicable law. Where you paid for standard delivery, the standard outbound delivery cost will also be refunded where legally required. Additional charges paid for an upgraded or express delivery service are not refundable beyond the cost of our standard delivery service.

Banks and payment providers may require additional time to display the refund after it has been processed by Chronos.

Natural Variation and Hand-Finished Pieces

Chronos pieces are produced in small batches and individually finished.

Minor variations in surface texture, tone, finish, casting characteristics and other small details may occur between pieces. These characteristics are part of the nature of small-batch production and do not necessarily constitute a fault.

This does not affect your rights where a product is defective, damaged or materially different from its description.

Exchanges

If you would like to replace an eligible item with another Chronos piece, please contact us before returning your order.

Availability cannot be guaranteed, particularly for limited releases or small-batch pieces.

Cancellation Form

You may cancel an eligible order by emailing support@chronoscandles.co.uk or by using the following information:

To: Chronos Candles
Email: support@chronoscandles.co.uk
Return address: CV37 0BH, 22 Birmingham Road, Startford-upon-Avon

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:
Product:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

You do not have to use this form. A clear written statement that you wish to cancel is sufficient.

Contact

For any questions relating to returns or refunds, please contact:

Chronos Candles
support@chronoscandles.co.uk
Monday–Friday, 9:00–17:00