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Returns & Exchanges

At Otium we seek to comply with all current legislation in relation to your Rights as a consumer including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

Product(s) purchased at otiumcandles.com may be returned to our warehouse within 30 days from the date of delivery, provided that it is returned brand new, unused and in sufficient/original packaging, in order to claim a full refund, replacement or exchange.

Who Is Responsible For Return Costs?

You will be responsible for return postage, except in the instances of faulty item(s) or order inconsistency, in which case we will arrange our own courier(s) to facilitate the exchange the faulty or incorrect item.

Return Of Faulty Product(s)

If the Product(s) are faulty, damaged or different from those ordered, please contact our returns department within fourteen days of delivery. The returns department can be contacted here.

On receipt of your request our returns department may ask for a photograph, in order to provide a swift and acceptable outcome, this very often being an immediate exchange.

Changed Your Mind Or Ordered By Mistake?

If you have changed your mind about keeping your purchase or the Product(s) have been ordered in error we would be happy to refund the Product(s) in full.

Equally we can arrange a free exchange delivery*, on the return of your original order. To arrange a refund or an exchange the Product(s) must be returned within 30 days of original delivery date.

*Standard delivery service only, any outstanding balances on Product(s) will have to be paid

Prior to returning the Product(s) please contact our returns department, to inform them of the reasons for return.

We can arrange a return service; however, this does incur a weight and size dependant charge* per parcel and the Product(s) must be fully protected for transit.

If you have disposed of the original packaging you will need to find alternative and equivalent protective packaging, of which Otium is not responsible to provide but can do so for a small cost.

Personalised & Custom Made Product(s)

Personalised, customised, or any other type of Product where an adjustment has been made from the 'norm', at your request, is non-returnable. If personalised Product(s) are returned to us they will be returned to you the sender.

Any parcel(s) that have to be returned by Otium will be returned to your order delivery address, and you will be expected to pay for the return carriage. Unless there is a discrepancy in which we ask you to contact our returns department.

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