Refund policy

Returns & Refunds Policy

Last updated: 24.Sep.2026

Every candle, diffuser and mist from The Canterbury Home is hand-poured and packed with care in Kent. If something is not quite right, we will put it right. This policy applies to orders placed at thecanterburyhome.com and delivered within the UK. It does not affect your statutory rights.

Changed your mind? You have 30 days

You may return any unused item within 30 days of delivery for a full refund of the item price. To qualify, items must be:

  • unused and unburnt, with any seal or wrapping intact
  • in their original packaging, in a condition we can sell again
  • accompanied by your order number

Return postage is at your cost. We recommend a tracked service, as we cannot refund items that do not reach us.

Under the Consumer Contracts Regulations 2013, you may cancel your order for any reason within 14 days of the day after delivery. Tell us by email at barbara@thecanterburyhome.com and send the items back within 14 days of telling us.

If you cancel your whole order in this period, we also refund the standard delivery charge. Premium delivery upgrades are not refunded.

We may reduce your refund if an item has been handled beyond what is needed to inspect it — for example, a candle that has been lit or a diffuser whose reeds have been placed in the oil.

Items that cannot be returned

  • Personalised or made-to-order items, unless faulty
  • Gift cards
  • Room mists whose protective seal has been removed, for hygiene reasons

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or not as ordered, please email barbara@thecanterburyhome.com within 7 days of delivery with your order number and photographs of the item and its packaging. We will offer a replacement or a full refund, including delivery costs. Where your photographs make the problem clear, we will not ask you to return the item.

Your rights under the Consumer Rights Act 2015 are not limited by this policy. You are entitled to a full refund for a faulty item within 30 days of delivery. After that, and up to six months, we will repair or replace it first, and refund if that is not possible.

Please follow the care and safety instructions supplied with each product. Wear from normal use, or problems caused by not following those instructions (such as tunnelling from short burns or soot from untrimmed wicks), are not faults.

Gifts

If you received an item as a gift, we can offer an exchange or a store credit for its value, provided the item meets the conditions above. Refunds to the original payment method go to the person who placed the order.

Promotions and gifts with purchase

If a free gift was included because your order met a spending threshold, and a return takes the order below that threshold, please return the free gift too, or we will deduct its stated value from your refund.

How to make a return

  1. Email barbara@thecanterburyhome.com with your order number and the items you wish to return.
  2. We will reply with our returns address and any instructions.
  3. Pack the items securely in their original packaging.
  4. Send them by a tracked service and keep your proof of postage.

Your refund

We refund to your original payment method within 14 days of receiving your return, or of you sending us proof of postage, whichever is sooner. Your bank may take a few further working days to show the funds.

Contact

The Canterbury Home is a trading name of Good Life Asset Management Ltd. [Company number: 14324650] Email barbara@thecanterburyhome.com and we will reply within 3 working days.