Return Policy

Our Return Guidelines

1. Return Request

If you wish to return an eligible item for reasons other than a product defect, damage, an incorrect item, or an error on our part, you may request a return within 30 days of receiving your order, subject to the statutory consumer rights that may apply under UK law. In such cases, the customer may be responsible for the return shipping costs where permitted by applicable law.

For health, hygiene, and product safety reasons, Aromatherapy Candles and Fragrances should generally be returned unused, unopened, and in their original condition unless the product is defective, damaged during transit, incorrect, or significantly different from its description.

Nothing in this Return Policy affects your statutory rights under applicable UK consumer protection law. For online purchases, eligible consumers may have a statutory right to cancel an order within 14 days of receiving the goods, followed by a further 14 days to return the goods, subject to applicable legal exceptions.

If the item you receive is defective, damaged, incorrect, of poor quality, or significantly different from its description, please contact us as soon as reasonably possible and preferably within 30 days of delivery. We will carefully review the issue and provide an appropriate resolution, which may include a replacement, repair where appropriate, a full or partial refund, or reimbursement of reasonable return shipping costs where applicable and required by law.

Customers should contact our customer service team before sending any item back. Unauthorized returns may not be accepted or may result in delays in processing the return.

2. Return Requirements

To qualify for a return under our voluntary 30-day return policy, products should:

  • Be returned in their original, unused, and resalable condition where applicable.

  • Include the original packaging, labels, seals, and any accessories, where applicable.

  • For Aromatherapy Candles and Fragrances, remain unopened and unused unless the return is due to a manufacturing defect, shipping damage, an incorrect item, or our error.

  • Show no signs of excessive use, misuse, alteration, contamination, or intentional damage.

  • Include all components originally received with the order where applicable.

  • Be returned within the applicable return period stated in this policy.

  • Be accompanied by the order information or other information reasonably necessary to identify the purchase.

Where a customer exercises a statutory cancellation right under applicable UK consumer law, the customer may be responsible for the direct cost of returning the goods unless we have agreed to bear those costs or the goods are defective, incorrect, damaged, or otherwise require a remedy at our expense.

Return shipping costs vary depending on your location and the shipping carrier selected. Customers are responsible for return shipping expenses under our voluntary return policy unless the return results from a defective product, shipping damage, an incorrect item, an error made by us, or applicable law requires otherwise.

We recommend using a shipping service that provides tracking when returning an item. KONING BASE LIMITED is not responsible for packages lost or damaged during return transit where the customer is responsible for arranging the return shipment, subject to any rights and remedies available under applicable law.

3. Refund Processing

After we receive and inspect your returned package, approved refunds are generally processed within 3–5 business days.

Where a statutory cancellation right applies, we will process refunds in accordance with applicable UK consumer law. Generally, refunds for cancelled online orders must be made without undue delay and within the applicable statutory timeframe, subject to the legal rules concerning returned goods and proof of return.

Refunds will be issued to the original payment method whenever possible. Depending on your financial institution or payment provider, additional processing time may be required before the refunded amount appears in your account.

Where a customer exercises a statutory cancellation right, applicable original standard delivery charges will generally be refunded in accordance with UK consumer law. Any additional delivery cost resulting from the customer choosing a more expensive delivery option may not be refundable where permitted by law.

If only part of an order is returned and approved for a refund, applicable shipping charges may not be refundable unless required by applicable law or the return resulted from an error on our part.

Where permitted by law, we may wait until the goods have been returned or the customer provides evidence that the goods have been sent back before issuing a refund.

For statutory cancellation rights, we may make appropriate deductions where legally permitted for any diminished value of goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Nothing in this section is intended to limit any statutory rights or remedies available to consumers under applicable UK law.

4. Orders Marked as Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it, please contact us within 24 hours after the delivery status has been updated.

After verification, we will work directly with the shipping carrier to investigate the shipment and determine an appropriate resolution. Depending on the outcome of the carrier investigation, the resolution may include a replacement shipment or a refund where applicable.

Customers should ensure that the shipping address provided at checkout is complete and accurate. If a package is delivered to the address provided by the customer according to the carrier’s tracking information, additional verification may be required before a replacement or refund can be issued.

Where applicable consumer protection law places responsibility on the seller for delivery of the goods, nothing in this section is intended to exclude or restrict those legal responsibilities.

5. Exceptional Cases

  • If a customer refuses delivery or declines to accept a shipment, refunds can only be processed after the returned package has been received and inspected, except where applicable consumer law provides otherwise.

  • Original shipping charges are non-refundable under our voluntary return policy unless the return is due to our mistake, a defective product, shipping damage, an incorrect item, or applicable law requires a refund.

  • Returns sent without prior authorization may be refused, and any resulting costs remain the customer’s responsibility where permitted by applicable law.

  • Due to health, hygiene, and product safety considerations, opened or used Aromatherapy Candles and Fragrances may generally not be eligible for cancellation or return where a specific statutory exception applies to sealed goods that are unsuitable for return for health protection or hygiene reasons after unsealing. This does not affect rights relating to defective, damaged, incorrect, or misdescribed products.

  • We reserve the right to refuse returns involving misuse, excessive wear, intentional damage, fraudulent claims, unauthorized returns, or violations of this Return Policy, except where applicable law provides otherwise.

  • Items returned without their original packaging, components, labels, or accessories may be subject to an appropriate deduction or other remedy where permitted by applicable law.

  • If an item is returned in a condition that does not meet the requirements of this policy, we may contact the customer regarding the available options.

  • Promotional, discounted, or special-offer items remain subject to the return requirements stated in this policy unless otherwise indicated on the applicable product or promotion page.

  • Nothing in this section limits statutory consumer rights relating to faulty, unsafe, incorrectly described, or otherwise non-conforming goods.

Refund Request Procedure

Before returning any item, please contact our customer support team by email and, where appropriate, wait for return authorization and detailed return instructions.

Please include the following information:

  • Full Name

  • Shipping Address

  • Email Address

  • Product Name

  • Order Number

  • Description of the issue

  • Photos showing any damage, defects, incorrect items, or other relevant issues (if applicable)

Once we receive your request, our support team will review the information and, where appropriate, provide complete return instructions, including the correct return address and any additional requirements.

Please do not send products to the company address listed below unless our customer service team specifically instructs you to do so. The appropriate return address may vary depending on the order, product, return reason, or fulfillment arrangements.

If additional information is required to evaluate a return request, our customer support team may contact you before issuing return authorization.

Once return authorization has been provided, customers should follow the instructions supplied by our support team and retain any applicable shipping receipt or tracking information until the return has been fully processed.

For customers exercising a statutory cancellation right, following our return authorization procedure does not remove or delay any statutory cancellation period or legal right that applies to the purchase.

Customer Service Information

Customer Service Email: [email protected]

Company Name: KONING BASE LIMITED

Company Address: UNIT A 82 JAMES CARTER ROAD MILDENHALL, BURY ST EDMUNDS, UNITED KINGDOM IP28 7DE

Return Address: Customers should not send returns to the company address unless specifically instructed by our customer service team. The appropriate return address may vary depending on the order, product, return reason, and fulfillment arrangements.