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At Hand Poured by Jules, we always aim to provide you with your beautiful, hand poured products as quickly as possible. We pride ourselves on our customer service as well as the quality of our products.

In the unlikely event that an issue arrises, we aim to resolve them as quickly and effectively as possible; our customers are hugely important to us.

 

Refunds/Returns:

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Cancellation Prior to Order Fulfilment:

Up until your order is fulfilled, an order can be cancelled for a full refund. If your order has been fulfilled, we are unfortunately unable to retrieve the items. If a cancellation is still required after fulfilment, then the items can be rejected at the point of delivery being attempted. Upon receiving these items back, a refund will be processed. If you have chosen to do this, please email handpouredbyjules@gmail.com so we know to expect the return. 

Incorrect Items Received:

In this event, we kindly ask all customers to photograph the full contents of the parcel and email handpouredbyjules@gmail.com so that we review effectively.  Any items received must remain unused and in their original packaging until this has been resolved. 

Missing Items:

The window after which we are able to deem a parcel as missing is a minimum of 7 days after dispatch.  Any parcels falling outside of this window which are yet to be delivered and are not showing as delivered via the tracking reference number will be replaced and resent via Royal Mail. Customers must notify handpouredbyjules@gmail.com if an item has not been received. Any item showing as delivered via the tracking reference number will be passed by us to Royal Mail to investigate.

Defective/Damaged Products: 

We unfortunately are not able to offer any replacements or refunds regarding scent throw (strength of scent) alone due to the subjectivity involved. For the assurance of all customers, each hand poured scent is batch tested for performance prior to being made available for purchase. 

Should customers wish to test our products prior to making more substantial purchases, a selection of samples are readily available to purchase from our online store. 

In the event that the product appears defective/damaged, we will of course ensure this is resolved. In this event, please email handpouredbyjules@gmail.com with pictures of the issue at hand and an explanation of the issue/s.

Refunds on products which are not defective or damaged:

Products can be returned for a full refund or exchange providing that the following rules are adhered to:

- The product remains in its original packaging  
- The product is unused and free from any form of contamination
- The items have been returned within 30 days of receipt of goods
- An email has been sent to handpouredbyjules@gmail.com, prior to the return, to ensure the return is logged with our team and ready to be received. 

Please be advised that we do not accept liability for items customers are returning which have gone missing in transit, therefore we kindly ask all customers consider the type of service used for returns. If the product is not defective or damaged, the postage charge for the return must be covered by the customer. 

Any items returned to us without prior notification may not be received and/or eligible for a refund. Therefore, we politely request that all customers liaise with our team to ensure your refund can be dealt with efficiently and effectively. 

Shipping Services:

All UK orders are sent via your selected shipping option at checkout. All services are representative of the estimated delivery time of the carrier and this is not a guarantee. Our fulfilment time advertised throughout our website must be honoured prior to expecting any shipment.

Tracking:

Whereas we do not offer a step-by-step tracked service, all orders are scanned to confirm receipt by the carrier and to confirm a successful delivery or an attempted delivery. If your order is missing, we can quickly launch an investigation into its whereabouts. 

Where your parcel is showing as delivered but a claim is being made that it is missing, we require you to notify us via email handpouredbyjules@gmail.com. If this is the first instance that this has happened, a replacement parcel will be sent during which time we can investigate this. Where this has occurred multiple times, a period of 10 working days is required to investigate this further, prior to another parcel/refund being processed. 

Lost Shipments: 

In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact handpouredbyjules@gmail.com and a member of our team will begin an investigation into its whereabouts. 

Returns:

In the unlikely event that you are unhappy with a product you've received, we will be happy to refund the cost of that item, so long as the below measures are followed:

The item/s you wish to return must be:

- Received within the last 28 days

- Unopened and unused

- Remain in their original packaging and in perfect condition

- Arrive safely back to us, without damage

If one or more of the above criteria is not met, we will be unable to process a refund. 

Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund. 

Your refund: 

The total value of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.

Broken Item/s:

Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel. In the event that your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item is sent to handpouredbyjules@gmail.com, as soon as it is discovered.

If any item is out of stock, a full refund to the value of the broken item will be provided.

Damaged or Defective Item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused since safely arriving to you, we reserve the right not to process a refund.

In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement. 

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All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence rapeseed & coconut wax). None of the aforementioned surface imperfections will negatively effect the performance of the product and therefore are not criteria fitting of damage or faults.

 

Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.  

 

We adhere to the Consumer Rights Act 2015. All Rights Reserved.

 

To get in touch and to ask any questions, please see our Contact Us page.