Refund policy

Buff Chemistry Returns & Refunds Policy


Returns
We offer a 14-day return policy, which means you have 14 days from the date you receive your item to request a return.
Unless the product is faulty, to be eligible for a return, items must be unused and: 
- In the same condition as received
- In original packaging
- With proof of purchase
Due to the nature of our products, we cannot accept returns on candles that have been burned or used, even briefly, unless the product has a fault. 
To request a return, please contact us at support@buffchemistry.com with your order number and reason for return.
Items sent back without prior approval will not be accepted.
Unless an item is faulty or incorrect, return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable.

Damaged, Faulty or Incorrect Items
Please inspect your order on delivery and contact us within 48 hours if your item is damaged, faulty, or incorrect.
To help us assess the issue quickly and fairly, we may request:
- Clear photos of the item
- Photos of the outer packaging and shipping box
Once reviewed, we will confirm whether a replacement or refund is appropriate.

Non-Returnable Items
We do not accept returns on:
- Used or burned candles
- Sale or discounted items
- Gift cards
- Hazardous or flammable goods, including matches
If you are unsure whether your item qualifies for return, please contact us before sending it back.

Exchanges
We do not offer direct exchanges.
If you would like a different item, please request a return (subject to approval) and place a new order separately.

EU & UK Consumer Cooling-Off Period
If your order is shipped within the UK or European Union, you have the right to cancel your order within 14 days of receiving it, without providing a reason.
Items must still be returned:
- Unused and unlit
- In original packaging
- With proof of purchase
Return shipping costs remain the responsibility of the customer unless the item is faulty or incorrect.

Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days.
Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your return was approved, please contact us at support@buffchemistry.com.

Additional Notes
- We reserve the right to refuse returns that do not meet the conditions outlined in this policy.
- Repeated or suspicious return activity may result in future return requests being declined.
- This policy does not affect your statutory rights under UK or EU consumer law.