Return Policy

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Service Satisfaction Guarantee

At Candlethscent, we are committed to providing high-quality garden furniture repair and maintenance services. Your satisfaction is our priority, and we stand behind the quality of our workmanship.

Nature of Our Services

As a service-based business specializing in furniture repair and maintenance, our return policy differs from traditional product returns. Once services have been performed on your furniture, they cannot be returned in the conventional sense. However, we offer the following guarantees and remedies.

Quality Guarantee

All repair and maintenance work performed by Candlethscent is guaranteed for 12 months from the date of service completion. This guarantee covers:

• Defects in workmanship or materials used during the repair
• Failure of repairs under normal use conditions
• Issues directly related to the services we performed

What Is Not Covered

Our guarantee does not cover:

• Damage resulting from misuse, abuse, or accidents after service completion
• Normal wear and tear from regular use
• Damage from extreme weather conditions or lack of proper maintenance
• Pre-existing conditions not addressed in the original service agreement
• Modifications or repairs performed by third parties after our service
• Damage from improper storage or care contrary to our recommendations

Inspection and Assessment

Before commencing any work, we provide a thorough inspection and detailed assessment of your furniture. This assessment includes:

• Identification of all visible issues and damage
• Explanation of recommended repairs and treatments
• Clear pricing and timeline estimates
• Discussion of expected outcomes and limitations

By approving the quoted work, you acknowledge understanding of the services to be performed and the expected results.

If You Are Not Satisfied

If you are not satisfied with the completed work, please contact us within 7 days of service completion. We will:

• Schedule a prompt inspection of the completed work
• Assess any concerns or issues you have identified
• Determine if the work meets our quality standards
• Provide appropriate remedies if warranted

Remedies Available

If we determine that the completed work does not meet our quality standards, we will offer one or more of the following remedies:

• Re-perform the service at no additional charge
• Make necessary corrections or adjustments
• Provide a partial refund if the issue cannot be fully resolved
• In rare cases, provide a full refund if the service fundamentally failed to meet the agreed specifications

Refund Process

If a refund is determined to be appropriate:

• Refunds will be processed within 14 business days of the decision
• Refunds will be issued using the original payment method
• Partial refunds may be provided based on the extent of the issue
• Any materials or parts used remain the property of the customer

Cancellation Before Service

If you need to cancel a scheduled service:

• Cancellations made more than 48 hours before the scheduled appointment receive a full refund of any deposit
• Cancellations made within 48 hours may incur a cancellation fee of up to 50% of the deposit
• Once work has commenced, cancellation will result in charges for work completed and materials used

Maintenance Plans

For customers enrolled in seasonal maintenance plans:

• Plans may be cancelled with 30 days written notice
• Refunds for unused services will be prorated based on services already provided
• No refunds are available for services already completed
• Early cancellation may forfeit any promotional discounts applied to the plan

Dispute Resolution

We are committed to resolving any concerns amicably. If you have a complaint:

• Contact us immediately to discuss the issue
• Provide detailed information and photos if applicable
• Allow us reasonable opportunity to inspect and remedy the situation
• Work with us in good faith to reach a fair resolution

Your Legal Rights

This return policy does not affect your statutory rights under UK consumer protection law. You have legal rights in relation to services that are faulty or not as described, and you are always entitled to these rights.

Contact Us

For questions about this Return Policy or to report an issue with completed work, please contact us:

Candlethscent
Stud Farm, Dark Ln, Hatton, Warwick CV31 1LS, United Kingdom
Phone: +447702861924
Email: welcome@candlethscent.world