Last updated: 2026-10-10
1. Scope
This policy applies to business customers and is part of our terms of sale. Business customers do not have the statutory 14-day right of withdrawal that applies to consumers. Instead we give you the rights below. If you are a consumer, please contact us before ordering as different rules apply.
2. Damaged, wrong or missing goods
- Check the delivery on arrival and note visible damage on the courier's document.
- Tell us at support@gesignaturescents.com within 5 working days of delivery. Include your order number, the affected items and quantities, and photographs of the parcel, the shipping label and the goods.
- Keep the packaging and the goods until we confirm what to do. We may ask for them to be collected.
- We will, at our choice and at our cost, replace the goods, send missing items, or issue a credit note or refund.
3. Defective goods
- If goods are defective, tell us as soon as you discover it and in any case within 14 days of discovery and within 6 months of delivery, with photographs and a description.
- Examples include a wick that does not burn properly, a cracked or leaking container, a labelling error, or a scent that does not match the approved specification.
- We may ask you to return the goods or a sample. If the claim is accepted, we replace the goods, repair them, or issue a credit or refund, and we cover return costs.
- Natural variation in colour, surface finish and wax texture is part of a hand-poured product and is not a defect.
4. Made-to-order, custom and private-label goods
Because they are produced to your specification, these goods cannot be returned or cancelled once production has started, unless they are defective, damaged or not as specified, in which case sections 2 and 3 apply. Please approve scents, containers and artwork carefully before production starts.
5. Standard catalogue items - goodwill returns
For unopened, unused standard catalogue items in saleable condition and original packaging, we may agree a return within 14 days of delivery. This is at our discretion, must be agreed before you send anything, and may involve a restocking fee and return carriage at your cost, which we will confirm in advance. Items made or labelled for you are not eligible.
6. Cancelling an order
- Before we confirm the request: withdraw it at any time.
- After confirmation but before picking or pouring: tell us as soon as possible; we will cancel and refund in full.