Returns Policy

Returns & Refund Policy – Maison Florale

At Maison Florale, we take great pride in offering a beautifully curated range of seasonal massage candles — elegant, hand-poured creations designed to enhance both your atmosphere and your skincare ritual.

Each candle is lovingly crafted using skin-nourishing oils and fine fragrances, making it not only a sensorial delight but a cosmetic product applied directly to the skin. We strive to ensure every order arrives in perfect condition, but should you encounter any issues, our policy below outlines your rights and our commitments — in full accordance with UK consumer law.

Due to Hygiene and Cosmetic Safety

As our massage candles are intended for direct application to the body, they fall under the category of cosmetic skincare products. For hygiene and safety reasons, we regret that we cannot accept returns or offer refunds for any item that has been opened, used, or lit, unless it is found to be faulty.

We kindly ask that you ensure the product is suitable for your needs prior to opening.

Cancelling Your Order

Your Right to Change Your Mind (Consumer Contracts Regulations)

If you placed your order online, you are entitled — under the Consumer Contracts Regulations — to cancel your purchase within 14 days of receiving your order, provided the item is:

  • Unopened and unused
  • In its original condition and packaging
  • Suitable for resale

To exercise this right, please notify us in writing via email at Maison Florale, quoting your order number and reason for return. You are responsible for the cost of return postage unless the item is faulty.

Once your return is received and inspected, a full refund will be issued to your original payment method within 14 days.

Non-Returnable Items

We are unable to accept returns or issue refunds under the following circumstances:

  • The candle has been used, lit, or opened, due to hygiene regulations.
  • The item was delivered more than 14 days ago, and you are returning it under the right to cancel.
  • The product has been damaged through misuse or improper storage.
  • You are dissatisfied with the scent or texture (our product descriptions provide detailed guidance to help you select your ideal fragrance).

Faulty, Damaged or Incorrect Items

Your Right to a Refund or Replacement (Consumer Rights Act 2015)

Should your massage candle arrive faulty, damaged in transit, or not as described, we sincerely apologise. In line with your statutory rights, you are entitled to a replacement or full refund.

Please contact us within 30 days of receiving your order, including:

  • Your order number
  • A clear photo of the item in question
  • A brief description of the issue

We will respond promptly and arrange a replacement or full refund, including return postage if applicable.

Refund Timings

All eligible refunds will be processed to your original method of payment within 14 calendar days of approval or receipt of the returned goods.

We're Here to Assist

Should you have any questions about your purchase or wish to enquire about a potential return, our team is always happy to help. Please email us at info@maisonflorale.co.uk, and we will respond as swiftly and thoughtfully as possible.

Warmest thanks for choosing Maison Florale— a celebration of seasonal self-care, beautifully delivered.

With appreciation,

Maison Florale