Return & Refund Policy
Return & Refund Policy
Thank you for shopping at New Pastures Home Ltd (www.newpastureshome.co.uk). We know that you will love your product, but sometimes, returns are required for a range of reasons. Therefore, if you are not entirely satisfied with your purchase, we're here to help and ensure you are 100% satisfied with our service.
Firstly, if you have a problem, please email us at [email protected] and outline your concerns. We require you to provide us with a copy of the receipt. We will then respond with the details on how to proceed with this return & credit/refund (if applicable) in line with our returns & refund policy. Our aim is to make you happy with our products and customer service, so welcome the opportunity to correct any problems that you may have experienced. Below, you will find our full policy.
Please note, that refunds are not available on events (workshops, candle bar experiences, mediumship nights etc), but they are transferrable to another date. Refunds are also not available on personalised products, unless broken or faulty.
Returns
For all items purchased from our website (ecommerce platform), you have fourteen (14) calendar days to return an item from the date you received it (the date that the postal service delivered the item is day one). To be eligible for a return, your item must be unused, in the same condition that you received it, must be in the original packaging and needs to be accompanied with the receipt or proof of purchase (please add the receipt to the returns package or email to us). We advise that you contact us via email or phone to initiate the return, so that we are able to advise you on the process and ensure it is a smooth process.
We recommend using a recorded postal service as you are responsible for ensuring the returned item gets back to us safely and securely.
Please note that personalised or bespoke items are only returnable if the item is faulty or not as described. These items include candles with personalised labels, commissioned artwork etc.
Refunds for Online Orders
Once we receive your returned item, we will inspect the product and notify you that we have received your returned item. Once inspected, we will immediately notify you on the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. You will receive the refund within fourteen working days, depending on your card issuer's policies. In most cases, refunds take no more than five to ten days to be received.
Credit Notes for In-Person Purchases
In line with British law, we do not offer refunds on in-person purchases (in our shop or at a market) unless the product is faulty, or not as described. Instead, we offer an exchange or credit to the value of your purchase, minus any postage & packaging costs. This can be used in store or at a market.
Shipping
The customer will be responsible for paying the shipping costs associated with returning the item to New Pastures Home Ltd. We manage each return & refund case on an individual basis, so if we are at fault, we will offer a refund of the postal cost, providing this has been approved beforehand by email. For complete clarity, this means that if you return an item because you don’t like the colour, scent etc, this would therefore not be our fault, so a refund of postal costs would not be offered.
Our contact details are as follows:
New Pastures Home Ltd
47 Commercial Street
Newport
Gwent
NP20 1LP