Refund & Replacement Policy
Last Updated: 27 August 2026 • Compliant with UK Consumer Contracts Regulations 2013 & Consumer Rights Act 2015
Every Ayzana candle is hand-poured to order in Great Britain. In the unlikely event that your glassware arrives cracked, broken, or defective during postal transit, we will replace it immediately free of charge. Simply contact our studio with photographs within 48 hours of delivery.
1. Made-to-Order & Bespoke Goods Policy
At Ayzana, we do not operate a commercial warehouse of pre-poured candles. Each creation is freshly hand-poured to order using pure coconut-soy wax and botanical oils, undergoing our dedicated 5 to 8 day curing process before dispatch.
In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory right of cancellation does not apply to:
“The supply of goods that are made to the consumer's specifications or are clearly personalised.”
Once your order has entered production and our candlemakers have commenced pouring and curing your botanical blend, orders cannot be cancelled or returned for change of mind.
2. Damaged in Transit or Faulty Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, you are entitled to goods that are as described, of satisfactory quality, and fit for purpose.
If your candle arrives damaged, cracked, broken, or with a manufacturing defect, we will arrange an immediate replacement at zero cost to you.
How to Submit a Transit Damage Claim:
Please email our support team at [email protected] within 48 hours of delivery receipt, providing:
- Your Ayzana Order Reference Number (e.g. AYZ-1001)
- Clear photographs showing the damaged glass, wick, or defect
- Photographs of the external cardboard postal box and parcel label
- A brief description of the damage
Upon receipt of verified photographic evidence, we will immediately initiate an expedited replacement batch without requiring you to return broken glass through the post.
3. Natural Botanical Wax Characteristics
Please note that minor surface frosting, subtle wax shrinkage, or microscopic glass adhesion variations are normal and natural hallmarks of 100% pure coconut-soy wax. These are physical proof that our candles contain zero paraffin, zero petroleum additives, and zero chemical leveling stabilizers.
4. Incorrect Delivery Address
Because our order workflow is directly integrated with our British hand-pouring studio, we cannot amend delivery addresses once an order has entered the pouring and dispatch queue. Please review your shipping details carefully at checkout. Ayzana is not liable for orders misdelivered due to incorrect or incomplete postal addresses provided by the customer.
5. Contacting Customer Concierge
For all replacement inquiries or questions regarding your order:
Customer Concierge Email: [email protected]
Desk Hours: Monday to Friday, 08:30 to 17:30 GMT
Response Window: Within 24 business hours (100% digital email support)