Returns and Refund Policy
Online Returns
You may cancel your online order within 14 days of receiving it, without providing a reason. After notifying us, you will have a further 14 days to return the item.
To request a return, email contact@2dbae.com with your name and order number. Please wait for the return instructions before sending your item.
Return Condition
To receive a full refund, your candle should be returned:
Unused and unburned
In its original condition
With its lid and any accompanying items
Securely packaged to prevent damage in transit
You may inspect your candle as you would in a shop. We suggest filming an unboxing of the candle upon receiving your order as additional proof of damaged goods. If it has been lit, used or handled beyond what is reasonably necessary and its value has been reduced, a deduction may be made from the refund.
This does not affect your rights if the product is faulty.
Return Postage
Customers are responsible for return postage when returning an unwanted item. We recommend using a tracked service and retaining proof of postage.
If your candle is faulty, damaged or incorrect, 2D BAE will cover reasonable return costs where a return is required.
Once a returns claim has been made and all checks have been completed, a return address will be sent to you via email.
Please include your name and order number inside the parcel.
Refunds
Once your return has been received and inspected, we will let you know whether the refund has been approved.
Approved refunds will be issued to your original payment method within 14 days of receiving the returned item or receiving acceptable evidence that it has been sent back.
Your refund will include the price paid and the cost of our standard delivery service. Additional charges for an upgraded or express delivery option will not be refunded.
Damaged, Faulty, or Incorrect Orders
Please inspect your order when it arrives. If your candle is damaged, faulty or incorrect, contact us as soon as possible ideally within 48 hours with:
· Your name and order number
· A description of the issue
· Clear photographs of the product
· Photographs of the internal and external packaging
Please do not light a candle if its vessel is cracked or appears unsafe. The 48-hour request helps us investigate delivery damage quickly but does not affect your statutory rights.
Cement Vessel Variations
Our cement vessels may feature small air bubbles, pinholes, subtle colour differences or variations in texture. These are natural characteristics of cement and make every jar unique; they are not normally considered faults and do not affect the candle’s performance.
However, cracks or significant damage that could affect the vessel’s safety should be reported to us before the candle is used.
Sale Items
Items purchased during a sale or promotion may still be returned in accordance with this policy and your applicable statutory rights.
Convention and In-Person Purchases
The 14-day cooling-off period applies to eligible online purchases and does not automatically apply to products bought in person at conventions, markets or other events.
Please contact us if there is a problem with an in-person purchase. Your statutory rights still apply where an item is faulty, damaged or not as described.
Order Cancellations
If you need to cancel or amend an order before dispatch, contact us as soon as possible. We will do our best to help, but changes cannot be guaranteed once your order has been prepared or dispatched.
Contact Us
For returns or order enquiries, contact:
Email: contact@2dbae.com
Nothing in this policy affects your statutory consumer rights.