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Shipping & Returns
Shipping Policy
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Thorn Crafts Return & Exchange Policy
At Thorn Craft Luxury Candles, we dedicate meticulous care and attention to crafting each candle and diffuser, aiming to provide our valued customers with top-quality products. However, if, for any reason, you're dissatisfied with your purchase, please don't hesitate to reach out to us.
**Returns**
We offer a 14-day return policy, giving you two weeks from the date of item receipt to request a return. To qualify for a return, your item must remain in its original, unused condition and be in its original packaging. For added security, we recommend utilizing a recorded delivery service, as we cannot assume responsibility for goods lost in transit. Regrettably, we do not cover postage costs for returned items at this time.
To initiate a return, please contact us at sales@thorncrafts.co.uk. Please note that items sent back to us without prior return authorization will not be accepted.
**Return Address**
All returns should be sent to the following address:
Thorn Crafts
20 Vicarage Road
Felixstowe
Suffolk
IP11 2LR
Kindly include a signed letter within your package, explaining the reason for your return, and attach the original receipt.
**Refunds**
Upon receiving and inspecting your return, we will notify you via email regarding the approval or disapproval of your refund. If approved, the refund will be processed automatically to your original payment method. Keep in mind that it may take some time for your bank or credit card company to finalize the transaction.
**Return Exceptions**
Please be aware that certain items cannot be returned if they have been opened or used. Products that have been altered or used will not be accepted for return or exchange.
**Damages and Issues**
Upon receiving your order, we kindly ask you to inspect it immediately. If you encounter a defective, damaged, or incorrect item, please contact us promptly, allowing us to resolve the issue as swiftly as possible. Please note that we may require images and/or videos of any damage for our records.