Refund policy
Returns & Refunds Policy
At The Artibus Yard, we hope you love your purchase. If for any reason you’re not completely satisfied, this policy explains your rights and how to return an item.
Your Right to Cancel (Online Orders)
If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise your right to cancel, you must notify us within 14 days of receiving your order by emailing info@theartibusyard.com.
Once you’ve informed us of your decision to cancel, you have a further 14 days to return the goods to us.
Items should be returned unused and, where possible, in their original packaging. You may inspect the goods as you would in a shop, but if they show signs of unnecessary handling that reduces their value, we may make a deduction from your refund, as permitted by law.
Returns Address
The Artibus Yard
67a Warwick Road
Kenilworth
Warwickshire
CV8 1HN
United Kingdom
Please include your order number, name and contact details inside your parcel so we can process your return as quickly as possible.
Returning Your Item
If you’re returning an item because you’ve changed your mind, you are responsible for the cost of returning the goods.
For your convenience, where available, returns can be requested through your customer account on our website. We offer a prepaid return label for £5.95.
Alternatively, you may return your item using your own postal or courier service. We recommend using a tracked service and obtaining proof of postage, as we cannot accept responsibility for items lost in transit before they are received by us.
If your item is faulty, damaged, incorrect or not as described, please contact us before arranging a return. In these circumstances, we will provide instructions and cover the reasonable cost of returning the item.
Items That Cannot Be Cancelled or Returned
The following items are exempt from the statutory right to cancel:
- Personalised or made-to-order products.
- Custom-labelled or bespoke fragrance products made to your specifications.
- Gift cards.
- Downloadable digital products once downloaded or accessed.
- Workshop or event bookings for a specific date.
- Sealed bath, body or personal care products that have been opened or had their protective seal removed, unless they are faulty or not as described.
- Any other goods exempt under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Candles & Home Fragrance
Please inspect your order upon delivery and contact us as soon as reasonably possible if your order arrives damaged or if you receive the wrong item.
As all of our candles and home fragrance products are handmade in small batches, slight variations in colour, finish, wax appearance and scent strength may occur. These natural variations are part of the handmade process and are not considered faults.
For safety reasons, candles should always be used in accordance with the care instructions provided. We cannot accept responsibility for damage or injury caused by misuse or failure to follow the recommended care guidance.
Bath, Body & Personal Care Products
For hygiene and safety reasons, we cannot accept returns of sealed bath, body or personal care products once they have been opened or had their protective seal removed, unless they are faulty or not as described.
Faulty, Damaged or Incorrect Items
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
If your item arrives damaged, faulty or is not as described, please contact us as soon as possible at info@theartibusyard.com, quoting your order number and, where possible, including photographs of the issue.
Where an item is confirmed to be faulty, damaged or supplied in error, we will offer an appropriate remedy, which may include a repair, replacement or full refund. We will also reimburse the reasonable cost of returning the item where applicable.
Refunds
Once we receive and inspect your returned item, we’ll notify you by email.
If your refund is approved, it will be processed to your original payment method within 14 days of receiving the returned goods or receiving evidence that they have been returned.
Where required by law, any standard outbound delivery charges paid at the time of purchase will also be refunded.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the original item (if eligible) and place a new order.
If your item is faulty or damaged, we’ll be happy to replace it where appropriate.
Gifts
If an item was purchased as a gift and sent directly to you, any eligible refund will normally be made to the original purchaser using the original payment method.
In-Store Purchases
Items purchased in our Kenilworth studio shop are covered by your statutory rights.
In addition, we are happy to offer an exchange or store credit for unwanted items returned unused, in their original condition and suitable for resale within 14 days of purchase, subject to proof of purchase.
This goodwill policy does not affect your statutory rights if goods are faulty, damaged or not as described.
Our Commitment
As a small independent business, we pride ourselves on quality craftsmanship and excellent customer service. If you experience any issues with your order, please contact us before returning your item and we’ll always do our best to resolve the matter fairly and promptly.
Contact Us
Email: info@theartibusyard.com
The Artibus Yard
67a Warwick Road
Kenilworth
Warwickshire
CV8 1HN
United Kingdom
Nothing in this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.