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Returns

Returns


Our return policy lasts 10 days. Please contact us at vivacitybymarinabasko@gmail.com within 3 days of calendar delivery and ship the item back within 10 calendar days of delivery. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Damage

Domestic orders for candles are delivered by Royal Mail. We package our candles securely. However, if you discover damage to the candle that has occurred during shipping, please notify us IMMEDIATELY (within 2 days of receipt of your candle). The damaged candle must be kept with its original packaging for the delivery service to pick up and inspect at their discretion. We take great care in packaging our candles for shipment, and damage is an extremely rare occurrence.

There are certain situations where only partial refunds are granted - any item not in its original condition, is damaged or missing parts for reasons not due to our error.

To complete your return, we require a receipt or proof of purchase.


Refunds


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds


If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at vivacitybymarinabasko@gmail.com.


Sale items


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges


As each candle is unique it's impossible to exchange.


Shipping


For returning your item, please send your item to following address: Vivacity by Marina Basko, Midway House, Manningford Close London England EC1V 7HP, UK


You will be responsible for paying for your own shipping costs for returning your item. Delivery shipping (the least expensive) costs are refundable but return shipping costs are non-refundable. If you receive a refund, the cost of delivery shipping will be added to your refund.


Please be aware to return the whole item with all original packaging and wrapping material and don't use internal packaging as the outer packaging so that the item is in re-saleable condition.


If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


This returns policy does not affect your statutory rights to return your goods according to the EU Distance Selling Regulations.