returns & Refund policy.
Version: 1.0
Last Updated: 5 July 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 when returns are accepted, how refunds are handled, and what to do if your order arrives damaged or incorrect.
This policy should be read alongside our Terms of Sale, Shipping Policy, and Terms & Conditions.
2. Contacting Us
If you experience any issues with your order, please contact us as soon as reasonably possible 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. Faulty, Damaged or Incorrect Items
If your order arrives:
damaged during transit;
faulty due to a manufacturing or production defect; or
you receive the wrong item,
please contact Pen and Candle Publishing within seven (7) days of receiving your order.
Depending on the circumstances, we may offer:
a replacement;
a full or partial refund;
another reasonable solution agreed with you.
Where Pen and Candle Publishing is responsible for the issue, reasonable return postage costs will be reimbursed where applicable.
4. 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.
5. Change of Mind
Unless required by applicable consumer legislation, Pen and Candle Publishing does not generally accept returns simply because a customer has changed their mind.
If you believe your circumstances warrant an exception, please contact us before returning any item. Requests will be considered individually but cannot be guaranteed.
Customers are responsible for return postage costs where a discretionary return is accepted.
6. Personalised Products
Signed books with personalised dedications are created specifically for the individual customer.
Unless they arrive faulty, damaged or incorrect, personalised products cannot normally be:
cancelled;
returned;
exchanged;
refunded.
Please check the spelling of names and any requested dedication carefully before submitting your order.
7. Digital Products
Due to the nature of digital products, downloadable files, PDFs and other digital content cannot normally be returned or refunded once they have been downloaded or accessed.
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 any rights you may have under applicable consumer legislation.
8. Return Conditions
Where a return has been approved, items should be returned:
unused where reasonably possible;
securely packaged;
with any accompanying accessories or included items where applicable.
Returns should only be sent after you have received return instructions from Pen and Candle Publishing.
Unauthorised returns may delay processing.
9. Refunds
Once a returned item has been received and inspected, you will be notified of the outcome.
Where a refund is approved, it will normally be processed using the same payment method originally used for the purchase.
The time taken for funds to appear in your account depends on your payment provider and is outside the control of Pen and Candle Publishing.
10. Lost Parcels
If your parcel appears to have been lost in transit, please contact us.
Each case will be investigated individually.
Where appropriate, we may:
contact the shipping provider;
arrange a replacement;
issue a refund.
11. Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any statutory rights available to consumers under applicable laws in England and Wales.
Where consumer legislation provides additional rights, those rights take precedence over this policy.
12. 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.
13. Contact
If you have any questions regarding returns or refunds, please contact:
Lisa Candel
Trading as Pen and Candle Publishing
Email: