Refund policy
At Astena House, each of our products is carefully inspected before dispatch. Due to the nature of our products, we operate a strict return policy.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrives damaged, broken, or defective during transit, please contact us within 7 days of delivery at charisspeight@me.com with:
- Your order number.
- Clear photographs of the damaged product and outer transit packaging.
Once verified, we will immediately send a replacement or issue a full refund for the damaged item.
CHANGE OF MIND RETURNS (UK & EU 14-DAY RIGHT TO CANCEL)
In accordance with UK Consumer Contracts Regulations, you have 14 days from delivery to request a return. However, due to safety and hygiene standards:
- Strict Product Condition: Candles and lighters MUST be completely unused, unlit, untouched, and sealed in their original, undamaged packaging. Any item that shows signs of use, lighting, or unsealing will be rejected and returned to you.
- Return Shipping Costs: You are responsible for paying all return shipping fees. We strongly recommend using a tracked courier, as we cannot issue a refund for items lost or damaged in return transit.
- Non-Returnable Items: Sale items, custom products, and gift cards cannot be returned.
HOW TO INITIATE A RETURN
- Email charisspeight@me.com with your order details to request approval. Unsolicited returns will not be accepted.
- If approved, carefully pack the item in its original box and post it using a tracked service.
- Once received and inspected for unused condition, we will process your refund to the original payment method within 10 business days.