Refund policy

At Sylva Flame Rituals, every candle, incense and cosmetic is handcrafted in small batches with care, intention and attention to detail. Your trust means everything to me, and I aim to make every shopping experience transparent, fair and enjoyable.

Order Cancellations

Orders may be cancelled within 15 minutes of purchase through your customer account, provided they have not yet entered the fulfilment process.

If you need assistance, please contact care@sylvabotanics.co.uk as soon as possible. While I will always do my best to help, cancellations cannot be guaranteed once an order has begun processing.

Right of Withdrawal (EU Customers)

If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving the last item of your order, without providing a reason.

To exercise your right of withdrawal, you may:

submit a withdrawal request through your customer account:
https://shopify.com/93230989654/account
or contact me at care@sylvabotanics.co.uk, providing your name and order number.

You must notify me of your decision to withdraw within 14 days of receiving the last item in your order.

After notifying me, you must return the goods within a further 14 days.

Return Conditions

Returned items must:

be unused,
be returned in their original packaging where reasonably possible,
be returned in a condition suitable for resale.

The following products are not eligible for withdrawal unless they are faulty or supplied in error:

personalised or custom-made products,
sealed cosmetic or hygiene products once unsealed,
any items that are otherwise exempt under applicable consumer protection law.

Unless otherwise required by law, the customer is responsible for the cost of returning eligible items.

Refunds

Once I receive the returned goods, or you provide proof that they have been sent back (whichever happens first), I will process your refund within 14 days.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

Where applicable under EU consumer law, I will also refund the cost of the standard outbound delivery. If you selected a delivery method that was more expensive than my standard shipping option, only the cost of the standard delivery service will be refunded.