Refund and Returns Policy

Effective Date: 23 October 2026

1. Overview

Welcome to the official Refund and Returns Policy of ‌FURZEDON MANOR CANDLES AND WAX MELTS LTD‌, applicable to all purchases made through our website www.furzedonmanor.com. This policy sets out clear, fair terms for all product return requests, and we explicitly emphasize that ‌no sole refunds (requests for full or partial refund without returning the purchased product to us) are permitted under any circumstances‌, unless we explicitly confirm a sole refund is required due to our verified, unresolvable error that makes product return impossible.

Our core product range including our popular flameless desktop aroma lamps and related home fragrance goods are designed to bring soft ambient glow and natural comforting scent to your personal spaces, and we strive to make every purchase experience reliable and transparent for all our customers. This policy is formulated to comply with all applicable UK consumer protection regulations, while clearly defining obligations for both our store and customers to avoid unnecessary disputes.

2. Eligibility for Return Requests

To submit a valid return request, all of the following requirements must be satisfied:

1. Your return request is submitted within 30 calendar days from the date you receive your ordered product.
2. The product you intend to return is in unused, unaltered, original resalable condition, with all original packaging, user manuals, accessories and free gifts that came with the original order fully intact and not damaged.
3. You provide valid original purchase proof, including the order number we issued to you at checkout, or the order confirmation email you received from our official contact address.
4. You complete the return process by sending the full product back to our designated warehouse address, and confirm delivery of the returned product to our team, before any subsequent processing is carried out.

We do not accept return requests for products that show obvious signs of misuse, accidental damage, improper operation, or modification after delivery. Any personalized or custom ordered items you specifically requested to be adjusted to non-standard specifications are not eligible for return, unless the product arrives with manufacturing defects not caused by your own operation.

3. Explicit No Sole Refund Rule

We strictly prohibit any sole refund requests where customers ask for full or partial monetary compensation without physically returning the ordered product back to us. This rule applies to all order scenarios, including but not limited to:

• Requests for refund claiming dissatisfaction with product scent, lighting effect or personal usage experience without returning the product
• Refund applications submitted before the product is delivered, or during the logistics transit stage without valid proof of damaged or lost goods confirmed by the courier
• Refund requests that ask for full payment back while customers keep and continue using the purchased aroma lamp or accessories
• Partial refund claims that demand monetary discount without returning any part of the ordered items.

Sole refunds will only be approved in extremely rare circumstances, after our dedicated customer service team conducts a full independent investigation and verifies that the product was permanently damaged during our pre-shipment quality check, or that the product was lost completely in transit with no possibility of being recovered or returned by any party. No exceptions to this no sole refund rule will be approved without the formal written confirmation from our store management team.

4. Return Process

Follow these simple steps to submit a valid eligible return request:

1. Contact our customer service team via our official email fluxbit@furzedonmanor.com, provide your order number, photos of the product you intend to return, and brief description of your return reason. Our team will review your request and respond with specific return guidance within 2 working days.
2. After your return eligibility is confirmed, pack the full product and all its original contents securely in protective packaging to avoid damage during return shipping, and send it to our official operating address at Furzedon New Road, Polperro, Looe, England, PL13 2JF, United Kingdom. You will be responsible for covering the return shipping cost, unless the product you received is verified to have manufacturing defects or was damaged before delivery.
3. After our warehouse team receives and inspects your returned product to confirm it meets all return eligibility requirements, our team will contact you to arrange the corresponding exchange or store credit processing, which will be completed within 7 working days.

5. Available Post-Return Solutions

Instead of sole refunds, we offer two customer-friendly alternative solutions for all eligible returns:

• ‌Product Exchange‌: You can choose to exchange your returned item for another model of flameless aroma lamp with equivalent or different value from our product collection. If the new item you select is at a higher price point, you only need to pay the price difference; if it is at a lower price point, the price difference will be added to your store credit account.
• ‌Store Credit‌: You can choose to get 100% of your original order value converted to non-expiring store credit that can be used for any future purchases on our website. The store credit will be added to your user account on www.furzedonmanor.com immediately after our returned product inspection is finished.

Please note that no cash refunds will be issued for any completed valid returns, all post-return compensation is provided through the above two exchange or store credit options.

6. Damaged or Defective Deliveries

If you receive a product that arrives with obvious shipping damage, or carries verified manufacturing functional defects, please contact our team within 7 calendar days of delivery, and provide clear photos or short videos showing the defect or damage status. After our team verifies the issue, we will cover all related shipping costs to send a brand new replacement product to you, no return shipping fees will be charged to you. Even under this scenario, you are still required to send the original damaged or defective product back to us, sole refunds are not permitted even when we confirm the product has quality issues.

7. Contact Information

If you have any questions about this Refund and Returns Policy, or need assistance with your return application, please reach out to our team at any time:
FURZEDON MANOR CANDLES AND WAX MELTS LTD
Furzedon New Road, Polperro, Looe, England, PL13 2JF, United Kingdom
Telephone: +44 1503 272088
Email: fluxbit@furzedonmanor.com