Refund policy

Returns  

We aim to create high quality products and we hope that you are delighted with your purchases from The Wick Sanctuary. Please note all our items are hand made in small batches, and as such there may be slight imperfections and variances in appearance and fragrance between batches.

Returns Policy:
In the unlikely event that you are unhappy with your purchase, please contact us and we will endeavour to rectify any problems in a quick and effective manner.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Please note due to hygiene reasons we cannot accept returns of any of our bath and body products including our soaps, hand/body washes and hand/body lotions.

To start a return, you can contact us at thewicksanctuary@gmail.com. Please note that returns will need to be sent to the following address:
The Wick Sanctuary, Cardiff Indoor Flea Market, Unit 2 Clydesmuir Road Industrial Estate, Tremorfa, Cardiff, CF24 2QS

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return the item must:
Be in the same condition that you received it
Be unused and in its original packaging
Arrive safely back to us without damage
If one or more of the above criteria is not met, we will be unable to process a refund.
Please note, the customer is responsible for paying return shipping costs and this is non-refundable. We recommend that you use a trackable service to post your return.

Damaged/faulty items.
In the unlikely event that you receive a damaged or faulty item, please contact us immediately and we will endeavour to rectify the situation.

Your product will come with comprehensive usage/safety instructions so please follow the advice given as this will ensure you get the maximum benefit from your product. We are unable to provide a refund or replacement if the product has been misused and/or the relevant care card hasn't been followed.

Your refund
Upon receipt of your returned item, we will refund to the original account payment was made from. The refund will usually show in your account within 14 working days.

To get in touch or to ask any questions, please see our Contact us page.