We want you to feel completely happy with your Buff Chemistry purchase. If you change your mind, aren’t satisfied with your product, or receive an item that is damaged, faulty or incorrect, please contact us within 30 days of receiving your order.
Our 30-Day Promise
You may request a refund within 30 days of receiving your order if:
You have changed your mind.
You have reasonably tried the product and aren’t satisfied with it.
The item arrived damaged or faulty.
You received an incorrect item.
To start a return, email support@buffchemistry.com with your order number and a brief description of the issue.
You don’t need to provide a reason for a change-of-mind return, although any feedback you choose to share is always appreciated.
Trying Your Candle
Our money-back promise allows you to light and reasonably try a candle before deciding whether it is right for you.
We may be unable to provide a full refund where a candle has been substantially used, burned contrary to the supplied candle-care instructions, damaged after delivery, or used beyond what is reasonably necessary to try it.
This does not affect your rights where a product is faulty.
Returning Your Item
Once you have contacted us, we will provide return instructions where a return is required.
Please return the product securely packaged, preferably using its original packaging where available. You are responsible for the item until it reaches us, so we recommend obtaining proof of postage.
Items should normally be sent back within 14 days of notifying us that you wish to make a return.
Return Postage
For change-of-mind returns or products returned under our satisfaction promise, the customer is responsible for the cost of return postage.
If an item is faulty, damaged on arrival or incorrect, Buff Chemistry will cover the reasonable cost of returning it. In some cases, we may ask for photographs and may not require the item to be returned.
Damaged, Faulty or Incorrect Items
Please contact us as soon as reasonably possible if your order arrives damaged, faulty or incorrect.
Clear photographs of the item and, where relevant, its delivery packaging.
Once we have reviewed the information, we will arrange an appropriate refund or replacement. Reporting an issue after 30 days does not remove any statutory rights you may have concerning faulty goods.
Refunds
We will let you know when your return has been received and processed.
Approved refunds will be made to the original payment method, normally within 10 business days of receiving the returned item or receiving evidence that it has been sent back, where applicable.
Your bank or payment provider may require additional time to place the funds in your account.
For eligible cancellations made under UK consumer law, we will also refund the cost of our least expensive standard delivery option. Additional delivery charges for premium or expedited services are not refundable unless the order was faulty, damaged or incorrect.
Please contact support@buffchemistry.com if more than 15 business days have passed since we confirmed your refund.
Exchanges
We do not currently process direct exchanges. If you would prefer another product, you may return your original item under this policy and place a separate order.
If an item is faulty, damaged or incorrect, we may offer a replacement where appropriate.
Exceptions
We cannot accept change-of-mind or satisfaction returns for:
Gift cards.
Matches or other hazardous or flammable accessories.
Products that have been substantially consumed.
Products damaged through misuse, neglect or failure to follow the supplied care and safety instructions.
Items personalised or made specifically for you, unless faulty.
Sale and discounted products remain covered by this policy unless a lawful exception is clearly stated before purchase.
Nothing in this policy affects your statutory rights.
