Terms & Conditions

Lower Lodge Candles Ltd

Lower Lodge,
Vann Road,
Fernhurst
GU27 3NH
01428 647876
sales@lowerlodgecandles.com

About

Lower Lodge Candles Ltd address and registered office is Lower Lodge, Vann Road, Fernhurst, Haslemere, Surrey GU27 3NH and we are registered in England and Wales with company registration number 7551324, VAT registration number GB 236960192

Eligibility

To be eligible to purchase goods on this site and lawfully enter into a contract with Lower Lodge Ltd on this site under English law you must a) be aged over 18 years b) be the holder of a valid credit/debit card.

Language

The contract between you and Lower Lodge Candles Ltd will be concluded in English.

PLACING AN ORDER

By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then you should contact us before placing an order with us. These Terms and Conditions and your use of our web site are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you. A contract between the customer and Lower Lodge Candles Limited for the sale of our products will only exist once an order has been accepted, processed and dispatched (at which point the buyers credit/debit card will be charged for the value of the goods dispatched). This does not affect the customer's statutory rights. Prices and availability of goods is subject to change without notice. This means that the price confirmed after placing the order may be different to that charged at delivery. Every effort is made to ensure that this will not happen – please refer to our returns policy. A delivery charge will be added to your order value where appropriate, please see delivery times and charges.

You will be guided through the order purchase process by a series of simple instructions and will have the opportunity to review your order and confirm it is correct prior to order completion. Once you have placed your order, we will send you an email acknowledgement providing you with your order details and the value of your order, which has been debited to your debit/credit card. This is not an order acceptance form from Lower Lodge Candles Ltd.

Unless we have notified you that we cannot accept your order or you have cancelled your order in accordance with our cancellation procedure, our acceptance of your order and the completion of the contract between Lower Lodge Candles Ltd and you will take place when we have dispatched the ordered goods to you. To cancel an order that has already been dispatched, you will need to follow the returns procedure.

We may not accept your order if an item is out of stock, we are unable to obtain authorisation on your payment, we suspect fraudulent activity or a violation of our terms and conditions (including our Privacy Policy) or if we identify a product or pricing error.

If we are unable to complete your order following our order acknowledgement we will contact you by telephone or email advising you of this.

If you require any help with your order, please contact us at 01428 647876 - Monday - Friday 9.00am - 5.00pm

RETURNS POLICY

If you are not entirely happy with the products that you have chosen you may return them to us within 28 days of receipt. We will be more than happy to offer you an exchange or, at our option, a refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging. Please take extra care to read the Product Care Information which comes with each candle, or refer to our candle care section on the website, as we cannot accept items for a refund or exchange if they have been damaged.If goods are returned after 14 days of receipt delivery will not be refunded. Please note unless the goods are faulty the cost of returning the goods must be met by the customer. Unfortunately this will not be reimbursed by Lower Lodge Candles Ltd.

MAKING RETURNS

For all returns, except where the item is faulty, the customer agrees to arrange and pay for the return of the products to us. To return any faulty products to us, please see our returns page. If your request for return is accepted, you will be contacted via email with a returns number and instructions. You will required to pack the items in the same way that they were despatched to you. Enclose the invoice/delivery note along with your returns number and send to Lower Lodge Candles Ltd, Lower Lodge, Vann Road, Fernhurst, Haslemere GU27 3NH marked 'returns'. When returning items it is strongly recommended to obtain proof of posting. We cannot accept responsibility for items lost in transit. We will only refund or provide an exchange for the costs of postage where the item returned is faulty.

PAYMENT AND TAXES

We accept online payment in a secure environment by credit and debit card; we currently accept Visa and MasterCard. We also accept payment via PayPal Secure Payments. All transactions are shown in £ sterling. All prices quoted on this website are accurate at the time of publication and are quoted in sterling (£) and where appropriate are inclusive of UK sales tax (VAT) at the current rate but exclusive of delivery charges. If your order is being dispatched to a destination outside the European Community (EC) then your sales tax will be zero. If your order is being sent to a member state of the EC then the selling price will include VAT at the current rate. The current rate of VAT is 20%. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.

You may pay using any of the above methods. You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to violation checks and authorisation by the card issuer. If the issuer for any reason refuses to authorise payment to us, pre or post payment, we will not be liable for a delay or cancellation of your order.

DELIVERY

All dates quoted for delivery are estimated delivery dates only and may be subject to change and we can accept no liability for any loss or damage (whether direct or indirect) for delivery at any time other than the estimated date for delivery. All orders received before 12 noon will, subject to availability, be dispatched within 48 hours for a 7 working day delivery. Those orders received after 4.00pm will be despatched on the day after the next day. We will deliver goods in accordance with the delivery option chosen by you during the order process. Any delivery timescales are approximate. Orders may be delivered in more than one part. We do not accept any liability for a delay in delivery caused by third parties, weather conditions or any other reason outside of our reasonable control.

ACCEPTANCE OF GOODS

When you receive your goods, you must inspect them carefully. You will have deemed to have accepted them unless you notify us that you have cancelled your order and/or you return them to us in accordance with our returns procedure. If you take no such action then we will not be obliged to accept any rejection of the goods at a later date. Your statutory rights are not affected. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us at sales@lowerlodgecandles.com

DESCRIPTION OF GOODS

Whilst we take all reasonable care to make sure that all details, prices, descriptions and images of products on this site are correct at the time of entry, we cannot guarantee that they are complete or error free. We endeavour to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active.

RESELLING

The products available on this site are for personal use only. You may not sell or resell any of the products you purchase or otherwise receive from us.

TITLE

The legal ownership of the goods will remain with Lower Lodge Candles Ltd until full payment has been received. Upon a refund the legal ownership of the goods will immediately revert to Lower Lodge Candles Ltd.

RISK

Once delivery has been completed the risk in goods will be transferred to you.

YOUR RESPONSIBILITIES

When using this site, you shall comply with our terms and conditions. You shall act always in accordance with the law, custom and in good faith.

YOUR ACCOUNT

You are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measure to protect and prevent access to your account. You agree to accept responsibility for all activities that occur under your name and password. If you believe your account is being hacked please contact us immediately. If you forget your password we will reset it upon request and send it to the email address you supplied to us upon registration. Your account can be cancelled by contacting us at 01428 647876

COMPLAINTS

Should you wish to make a complaint, please put it in writing and post or email it to the following details: By email to: sales@lowerlodgecandles.com Please reference COMPLAINT in the subject line

By post to:

Lower Lodge Candles Ltd, Lower Lodge, Vann Road, Fernhurst, Haslemere, GU27 3NH

Any complaint made should include:

  • Contact details of the Complainant (including postal and e-mail address).
  • The subject of the complaint.
  • Date of purchase and details of product purchased.

Complaints should be made immediately of the Complainant becoming aware of the grounds for a complaint.

How We Will Handle Complaints

As soon as a formal complaint has been received, we will aim to acknowledge receipt within 3 working days.

We will look to respond no later than 8 weeks from receipt of complaint following our investigation.

Please note that if the details of the complaint are not clear and concise and there is ambiguity about what the subject matter is, the Complainant will be asked to clarify certain points.

INTELLECTUAL PROPERTY - COPYRIGHT AND TRADEMARK

The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of Lower Lodge Candles Limited or its content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is prohibited save that you may: Copy, print or download extracts of the material on this website for the sole purpose of using this website or placing an order with Lower Lodge Candles Limited Copy print or download the material on this site for the purpose of sending to individual third parties for their personal information provided that you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

Effective: 01.11.2015