Returns & Refunds Policy
We want you to feel completely happy with your SALMA MYA candle, so here's exactly where you stand if something's not quite right.
A. Personalised & Bespoke Items
Personalised & Bespoke Items: Every SALMA MYA candle is personalised for you, from our range of designs through to specialised labelling and bespoke details. Because these are made to your specific requirements, they cannot be resold, and are non-refundable for a simple change of mind.
Exceptions: If your personalised item arrives damaged, faulty, or isn't what you ordered, we'll always put it right. Please see Section D below for how that works.
B. Standard, Non-Personalised Items (Change of Mind)
While we currently only offer personalised products, this section will apply to any non-personalised items we introduce in future. If you're not happy with a standard item, here's how a change-of-mind return works:
- The Return Window: Please let us know you'd like to return your item by emailing hello@salmamya.co.uk within 14 days of receiving it. Once you've told us, you'll then have a further 14 days to send the item back to us.
- Return Postage: As the customer, you're responsible for the cost of returning the item to us. We're not able to offer complimentary return labels for change-of-mind returns.
- Condition of the Item: For hygiene reasons, and because fragrance is such a personal thing, we can only accept items that are unopened, unlit, unused, and still in their original packaging. Unfortunately we can't accept a candle back if it's been lit, tested, or exposed to other scents.
- During Transit: We'd always recommend sending your return with a tracked, insured service, such as Royal Mail Signed For. You're responsible for the item until it reaches us safely, so we're not able to refund anything lost or damaged on its way back to us.
C. How to Return a Standard Item, Step by Step
To return a standard item, please follow these steps:
- Email Us: Get in touch at hello@salmamya.co.uk with your order number, and we'll let you know your return address.
- Pack It Up Carefully: Please pop the item back in its original packaging where possible, to help keep it safe on its journey.
- Send It Back: Post your parcel to the return address we provide.
- We'll Check It Over: Once it arrives, our workshop team will inspect it within five (5) working days to make sure it's back in its original condition.
- Your Refund: If everything looks good, we'll email to confirm and refund you in full to your original payment method. (Please note that individual banks and payment providers have varying processing times to clear funds).
- If We Can't Accept It: If an item comes back to us used, burnt, or otherwise not in its original condition, we won't be able to accept the return. We'll let you know by email, and arrange for the item to be sent back to you at your expense, or held for collection.
D. Damaged, Faulty, or Incorrect Orders
If your order arrives broken, faulty, or isn't what you ordered, we're really sorry, and we'll put it right straight away:
- Return Postage: This one's on us. We'll send you a free, prepaid Royal Mail return label, or simply arrange a replacement without needing the item back at all.
- A Note on Broken Glass: If your candle arrives cracked or shattered, please don't try to post the broken glass back to us, as it isn't safe to handle or send. Just leave everything exactly as it is and follow the step below.
- How to Let Us Know: Contact hello@salmamya.co.uk within 30 days of delivery. Please include your order number and a couple of clear photos of both the item and the outer packaging. We'll sort out a free replacement or full refund as quickly as we can.