Returns & Refunds Policy

Effective Date: 28 July 2025

Business Name: Ever Flame UK

Business Address: 7 Bell Yard, London WC2A 2JR, United Kingdom

Contact: info@everflameuk.com

1. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods without providing any reason.

• You must notify us in writing (email or letter) before the 14-day cancellation period expires.
• After notifying us, you have 14 days to return the goods to us.

2. Returns Process

• Items must be returned unused, in original condition, and in the original packaging (where applicable).
• Before returning an item, you must contact our customer support team at info@everflameuk.com to receive return instructions.
• We recommend using a tracked delivery service, as we are not responsible for items lost in transit.

3. Refunds

• Refunds will be processed within 14 days of receiving and inspecting the returned goods.
• Refunds will be issued via your original payment method.
• Delivery charges will be refunded only if the item is faulty, damaged, or incorrectly supplied.

4. Non-Returnable Items

We cannot accept returns of certain products due to hygiene, safety, or customisation reasons unless they are faulty or damaged. These include:

• Opened or used consumables.
• Custom-made or personalised products.
• Items not in their original condition or packaging.

5. Faulty or Damaged Goods

If you receive a faulty or damaged item, you must contact us within 48 hours of delivery with your order number and photographic evidence of the fault/damage. We will arrange a replacement or a full refund, including return shipping costs.

6. Exchanges

We do not currently offer direct product exchanges. If you wish to exchange an item, you must return it for a refund and place a new order.

7. Contact for Returns

All return requests should be directed to:

Email: info@everflameuk.com

Address: Ever Flame UK, 7 Bell Yard, London WC2A 2JR, United Kingdom