returns & Refund policy.
VERSION: 1.1
LAST UPDATED: 19 SEPTEMBER 20261. Introduction
At Pen and Candle Publishing, every order is packed and dispatched personally with care. If something goes wrong with your order, we will do our best to resolve the issue fairly and promptly.
This Returns & Refund Policy explains your right to cancel an order, how returns and refunds work, and what to do if your order arrives damaged, faulty or incorrect.
This policy should be read alongside our Terms of Sale, Shipping Policy, and Terms & Conditions.
2. Contacting Us
If you have any question or issue with your order, please contact us at:
Email: lisacandel@penandcandlepublishing.co.uk
Please include:
your order number (if available);
your name;
a description of the issue;
photographs where relevant (particularly for damaged items).
Providing photographs helps us assess the situation quickly and, where appropriate, make claims with the shipping provider.
3. Your Right To Cancel Within 14 Days
When you buy from our online shop, you have the right to cancel your order within 14 days, without giving any reason, unless your order falls under section 4 (Items That Cannot Be Cancelled).
You can cancel from the moment you place your order. The 14-day period ends 14 days after the day you receive your goods. If your order contains several items that arrive on different days, it ends 14 days after the day you receive the last of them.
After the 14-day period has ended, we do not generally accept returns simply because you have changed your mind. If you believe your circumstances warrant an exception, please contact us before sending anything back. Requests will be considered individually but cannot be guaranteed. If we agree to a return after the 14-day period, you will be responsible for the return postage costs.
4. Items That Cannot Be Cancelled
The right to cancel does not apply to goods that are made to your specifications or are clearly personalised.
In our shop, this means signed books ordered with a personalised dedication. These books are created specifically for you, so they cannot normally be cancelled, returned or exchanged unless they arrive faulty, damaged or incorrect (see section 8). Please check the spelling of names and any requested dedication carefully before submitting your order.
A signed book ordered without a dedication is not personalised. It can be cancelled within 14 days like any other item.
5. How To Cancel
To cancel, tell us clearly that you wish to cancel. The easiest way is to email lisacandel@penandcandlepublishing.co.uk with your order number, your name and the items you wish to cancel. You must send your cancellation before the 14-day period ends.
You are welcome to use the wording below, but you do not have to:
To Pen and Candle Publishing (lisacandel@penandcandlepublishing.co.uk): I hereby give notice that I cancel my contract of sale of the following goods: [item(s)]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date].
We will acknowledge your cancellation by email.
6. Returning Your Items After Cancelling
Please send the items back to us without undue delay, and no later than 14 days after the day you told us you wished to cancel. We will send you the return address in reply to your cancellation.
You are responsible for the cost of returning the items (the direct cost of postage). We recommend using a tracked service and keeping your proof of postage.
Please return the items in the condition in which you received them, securely packaged. We may reduce your refund to reflect any loss in value of the items caused by handling beyond what was necessary to establish their nature, characteristics and functioning.
7. Refunds
If you cancel within the 14-day period, we will refund all payments you made for the cancelled items. If you cancel your whole order, this includes the standard delivery cost. If you chose a more expensive delivery option than the least expensive standard option we offer, the extra cost is not refunded. If you cancel only some of the items in your order, we will tell you how the delivery cost is treated.
We will refund you without undue delay, and in any event within 14 days of the earlier of: the day we receive the items back, or the day you give us evidence that you have sent them back.
Refunds are made using the same payment method you used for the purchase, unless you expressly agree otherwise. We do not charge any fee for refunds. The time taken for funds to appear in your account depends on your payment provider and is outside our control.
8. Faulty, Damaged Or Incorrect Items
Your goods must be as described and of satisfactory quality. If your order arrives damaged, is faulty, or you receive the wrong item, please contact us as soon as possible.
Under the Consumer Rights Act 2015:
you have the right to reject the item and receive a full refund within 30 days of receiving it;
after that, if the item is faulty, you are entitled to a repair or replacement;
if a repair or replacement is not possible or is unsuccessful, you may be entitled to a price reduction or to a final right to reject the item.
If a fault appears within six months of delivery, it is presumed to have been there when the item was delivered.
Where you are entitled to a refund, we will pay it without undue delay and in any event within 14 days of agreeing that you are entitled to it, to your original payment method and without any fee.
If we ask you to return an item, we will cover the reasonable cost of returning it. Replacements are sent at our expense.
9. Minor Imperfections
Many products sold through Pen and Candle Publishing are independently produced or packaged by hand.
Minor cosmetic imperfections that do not affect the normal use, readability or enjoyment of the product are not normally considered faults.
Examples may include:
slight variations in print colour;
very small imperfections in packaging;
tiny corner marks or minor handling wear that do not affect the product itself.
Each situation will be assessed individually and fairly. This does not affect your legal rights where an item is not of satisfactory quality or not as described.
10. Digital Products
If a digital product (such as a downloadable file or PDF) is offered in our shop, the product page and checkout will explain, before you buy, whether and when your right to cancel is lost once the download begins.
If you experience a technical issue preventing access to your purchase, please contact us and we will do our best to resolve the problem. Nothing in this section affects your statutory rights.
11. Lost Parcels
Your order remains our responsibility until it is delivered to you. If your parcel appears to have been lost in transit, please contact us. We will investigate, including with the shipping provider, and will send a replacement or refund you.
12. Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any statutory rights available to consumers under applicable laws in England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you live outside the United Kingdom, mandatory consumer protection rules in your country of residence may also apply.
Where consumer legislation provides additional rights, those rights take precedence over this policy.
13. Changes To This Policy
This Returns & Refund Policy may be updated periodically to reflect changes in legislation or business practices.
The latest version will always be available on this page.
14. Contact
If you have any questions regarding returns or refunds, please contact:
Lisa Candel Trading as Pen and Candle Publishing
Email: lisacandel@penandcandlepublishing.co.uk