Refund policy

Last updated: 22 July 2026

This policy applies to consumer orders placed with Casa Aromea Ltd, trading as Casa Aroméa, through our UK online store.

For questions about cancellations, returns or refunds, please contact us at orders@casa-aromea.co.uk or telephone 07575 759536.

Changing your mind

For most products purchased through our online store, you may cancel your order without giving a reason.

You may cancel from the date your order is accepted until the end of 14 days after the day on which the goods are delivered to you, or to another person nominated by you.

To cancel, email orders@casa-aromea.co.uk with your order number and a clear statement that you wish to cancel.

You may also use the model cancellation form provided in our Terms and Conditions, but you do not have to use it.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

Cancelling a pre-order

You may ask us to cancel a pre-order before it has been dispatched.

If the order has already been dispatched, you may still exercise your cancellation rights by following the return procedure described in this policy.

Return postage

You are responsible for the direct cost of returning unwanted, non-faulty goods.

We recommend using a tracked postal service and retaining proof of postage, as the parcel remains your responsibility until it reaches the return address provided by us.

If an item is faulty, damaged on arrival, incomplete, incorrect or not as described, Casa Aromea Ltd will cover reasonable return costs where a return is required.

Condition of returned goods

You may examine the goods in the same way that you would reasonably be permitted to examine them in a physical shop.

Please package returned candles carefully and, where reasonably possible, use the original protective packaging.

We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and condition of the goods.

Lighting or burning a candle may substantially reduce its value. This does not affect your rights where a candle is faulty, unsafe, damaged or not as described.

Refunds following cancellation

Following a valid cancellation, we will refund:

the price paid for the returned goods; and
the cost of our least expensive standard delivery option offered when the order was placed.

If you selected a delivery service that was more expensive than our standard delivery option, the additional delivery cost will not be refunded.

We may withhold the refund until we have received the goods back or you provide evidence that they have been sent back, whichever occurs first.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that they were sent back, whichever occurs first.

If an order is cancelled before dispatch and no goods need to be returned, we will issue the refund without undue delay and no later than 14 days after being informed of the cancellation.

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

Faulty, damaged or incorrect goods

Please contact us promptly at orders@casa-aromea.co.uk if your order arrives:

faulty or unsafe;
damaged;
incomplete;
incorrect;
not as described; or
not fit for its intended purpose.

Please include your order number and, where helpful, photographs of the product and packaging.

Depending on the circumstances and your statutory rights, you may be entitled to a refund, replacement, repair or price reduction.

Where a return is required because goods are faulty, damaged, incorrect or not as described, Casa Aromea Ltd will cover reasonable return costs.

Nothing in this policy limits or excludes your statutory consumer rights.

How to arrange a return

Before posting a product, please email orders@casa-aromea.co.uk with:

your name;
your order number;
the product you wish to return;
the reason for the return; and
photographs, where the product is damaged, faulty or incorrect.

We will provide the appropriate return address and return instructions without undue delay.

Please do not send products to our registered office unless we have specifically instructed you to do so.

Contacting us first helps us identify and process the return efficiently. It does not prevent you from exercising your statutory right to cancel by sending us any clear statement within the applicable cancellation period.

Business information

Casa Aroméa is a trading name of Casa Aromea Ltd

Email: orders@casa-aromea.co.uk
Telephone: 07575 759536
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Company registration number: 17248813
Registered in: England and Wales