Energising Candle

Our Returns Policy

If the products purchased are faulty, damaged or incorrect, we may offer you an exchange or refund as appropriate.

• Please email us at hello@cannaray.co.uk to discuss the issue with the products purchased.
• Please provide your name, home address, details of the order and, where available, your telephone number and email address and our customer services team will get back with return instructions if the product is suitable for return.
• You must return the products to the address provided by our customer service team within 14 days of receipt. We recommend you keep your Post Office receipt as proof of return.
• If you have chosen to exchange the products, we will dispatch the replacement products as soon as we can once we have received the products you are exchanging.
• If you have requested a refund, we will refund you the price for the products, including delivery costs and the cost of return, by the method you used for payment as soon as we can. If the method you used for payment has expired in the intervening period, you will need to update us with a new payment method before we can refund you for the price you paid for the products or else we may refund you by electronic transfer.

For most products bought online you can change your mind within 14 days and receive a refund.

• You are entitled to cancel your contract provided that you exercise your right to cancel no longer than 14 days after the day on which you receive the products for UK orders and 7 days for international orders.
• Your right to return or cancel products does not apply to products that are sealed for hygiene or health protection purposes (once these have been unsealed after you receive them). This doesn't affect your statutory rights if the products are faulty or not as described.
• To exercise your right to cancel and return the products, please email us at hello@cannaray.co.uk, clearly stating that you wish to return your items. Please provide your name, home address, details of the order and, where available, your telephone number and email address and our customer services team will get back with return instructions.
• The products must be returned to us within 14 days of telling us you wish to return your items, in a new and unused condition and wherever possible in the original packaging. The date of return is the date on which you send the products to us.
• Where you are exercising your right to cancel because you have changed your mind, the products will be returned at your cost.
• We will refund you the price for the products, including original delivery costs, by the method you used for payment. If the method you used for payment has expired in the intervening period, you will need to update us with a new payment method before we can refund you for the price you paid for the products or else we may refund you by electronic transfer.
• We may make a deduction from the refund for any loss in value of the products, if the loss has been caused by unnecessary handling by you.
• We will refund you no later than 14 days after the day you exercised your right to end the contract.

You want to end the contract because of something we have done:

• we have told you about an upcoming change to the products or these terms which you do not agree to;
• we have told you about an error in the price or description of the products you have ordered and you do not wish to proceed;
• there is a risk that supply of the products may be significantly delayed because of events outside our control;
• we have suspended supply of the products for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
• you have a legal right to end the contract because of something we have done wrong.

To end the contract for this reason, contact us at hello@cannaray.co.uk. Please provide your name, home address, details of the order and, where available, your telephone number and email address and our customer services team will get back with return instructions.

• Your contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly.
• We will refund you the price for the products, including original delivery costs and the costs of return, by the method you used for payment as soon as we can. If the method you used for payment has expired in the intervening period, you will need to update us with a new payment method before we can refund you for the price you paid for the products.