Shipping, Delivery, Returns & Refunds Policy

Last Updated: [Insert Date]

Business Name: Ever Flame UK
Business Address: 7 Bell Yard, London, WC2A 2JR, United Kingdom
Contact: Email: info@everflameuk.com

1. Scope & Statutory Rights

This policy applies to all consumer purchases made via our website or online platforms. Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015 (CRA 2015) or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013).

2. Orders, Payment & Dispatch

• We will process and dispatch your order only after full payment is received and cleared.
• Your order is accepted when we send you a dispatch confirmation email.
• We reserve the right to cancel and refund any order before dispatch due to stock unavailability, payment issues, or other valid reasons.

3. Delivery Timeframes

• UK Deliveries: Standard delivery is 5–8 working days (Monday–Friday, excluding public holidays) from the date of dispatch.
• International Deliveries: Delivery can take up to 14 working days, depending on the destination country, local postal performance, and customs clearance.
• Tracking information will be provided where available.
• Delays caused by postal strikes, customs, weather, or force majeure events are beyond our control.

4. Risk & Ownership

• Risk of damage or loss passes to you when the goods are delivered to your address.
• Ownership of goods passes to you only when we receive full payment.

5. Customs & Duties (International Orders)

International orders may be subject to customs charges, import taxes, or duties. These costs are the responsibility of the customer.

6. 14‑Day Cancellation Right (Cooling-Off Period)

Under CCR 2013, you have the right to cancel your order within 14 days of receiving the goods without giving any reason.

• To cancel, contact us at info@everflameuk.com or by post to: Ever Flame UK, 7 Bell Yard, London, WC2A 2JR.
• You must return the goods within 14 days of notifying us of your cancellation.
• We will refund the price you paid, including the standard delivery cost, within 14 days of receiving the goods back or proof of return.
• You are responsible for return postage unless the goods are faulty or misdescribed.

7. Exclusions to Cancellation

You cannot cancel or return:

• Goods made to your specifications or personalised.
• Goods which are sealed for health/hygiene reasons and have been unsealed after delivery.
• Perishable goods.

8. Faulty or Misdescribed Goods (CRA 2015)

• If goods are faulty, misdescribed, or not fit for purpose, you can reject them within 30 days for a full refund.
• After 30 days, we may offer a repair or replacement. If that fails, you may request a refund or price reduction.
• We will cover the return costs of faulty goods.

9. Returns Procedure

• Contact us at info@everflameuk.com before returning any goods to receive instructions.
• Package goods securely, include your order details, and use a tracked postal service.
• Refunds are issued to the original payment method within the legal timeframes.

10. Complaints

For complaints, contact Ever Flame UK at 7 Bell Yard, London, WC2A 2JR or email info@everflameuk.com. We aim to respond within 2 working days and resolve complaints within 14 days.

11. Governing Law

This policy is governed by English law, and disputes will be subject to the jurisdiction of the courts of England and Wales.

12. Model Cancellation Form

To: Ever Flame UK, 7 Bell Yard, London, WC2A 2JR
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s): (if on paper)
Date: