Terms and Conditions


1: Introduction

1.1 You (the “Customer”) will be able to access most areas of this Website without the need to register your details with us. Certain areas of this Website are only open to you if you register. You will be required to register your details should you wish to place an order with us.

1.2 We may revise these terms and conditions at any time by updating this section of our website. You should check this website from time to time to review the current terms and conditions, because they are binding on you. Certain provisions of these terms and conditions may be superseded by expressly designated legal notices or terms located on particular pages or products of this website. If you do not wish to accept any new terms and conditions after we have given notice, you should not continue to use this Website.
2: Pricing

2.1 All prices on our website are shown in GBP (Pound Sterling) and are inclusive of VAT.

2.2 The prices shown do not include the cost of additional services such as delivery or gift wrapping, unless clearly stated.

2.3 Urban Candle Company Limited reserve the right to refuse to accept an order where a price error has occurred. We will notify you via email if this is the case.
3: Cancellation of your order

3.1 Under the “Consumer Contract Regulations 2014” you (the “customer”) have certain rights in respect of the purchases you make on our website.

3.2 You have 14 calendar days from the point of delivery (Conclusion of Contract) in which to cancel your order and return the goods to us if they have already been dispatched. You do not have to give us a reason for cancelling your order.

3.3 A RETURNS form is available should you wish to use it. A copy of this form can be requested by emailing us: info@urban-candle.com. You do not have to use this form, however we recommend you do.

3.4 You can return the goods without this form, but please remember to include an order number or copy of a dispatch note or order confirmation with any returns. Failure to clearly identify the return could result in a refund delay.

3.5 You may in some circumstances be required to provide proof that you cancelled the order. We recommend you keep a copy of any emails you send to us notifying us of a cancellation.

3.6 You cannot cancel your order via the “My Account” section of our website once you have received a dispatch notification.

3.7 The goods must be returned to us in a resalable condition. Under the Consumer Contract Regulations 2014, the goods must "not show signs of use, other than the reasonable handling that is necessary to assess whether the goods are as you expected". If there is evidence of excessive handling, or the product has been used, we are within our rights to reduce or refuse your refund. We will write to you via email and explain our reasons for doing so.

For Example: Lighting an Urban Candle product does not constitute "reasonable" handling, and as such a candle returned to us that has been ignited would not be covered by the 14 day returns policy. We would only refund or replace a candle product (that has been ignited) should it be proven to be faulty. Should this be the case, a refund would be be refused under the terms of the Consumer Contract Regulations 2014.

3.8 All goods must be returned in or with the original packaging, and returned with any ancillary items that make up the complete product.
4: Refunds & Exchange

Subject to the satisfactory condition of the product being returned within 14 days of delivery, we will offer you a full refund or product exchange.


4.1 We will refund you the full cost of the product and the basic delivery cost (£3.50) providing the goods are returned with the conditions outlined above. Next Day or Special Delivery costs will NOT be refunded in full.

4.2 Subject to satisfactory checks of the items, we will process a refund or exchange the item within 14 calendar days. The refund can only be made to the credit or debit card which you used to make the original purchase.
5: Returns

5.1 You (the “Customer”) are responsible for returning the item to us. The cost of returning the item will NOT be reimbursed. You must do this at your own expense. We recommend using a tracked or recorded delivery method, and we recommend you cover the value of the contents via your carrier’s insurance provision – We cannot be held responsible for the loss or damage of goods while in transit with a third party courier. You should package the items safely to minimise the risk of damage during transit.

5.2: Returns should be sent to:

Urban Candle Company Limited, 17 Sharperton Drive, Great Park, Gosforth, Newcastle upon Tyne. NE3 5RL
6: Faulty Goods

6.1 Should your item/s be found to be faulty, then you have 28 days in which to notify us of this, and return the items for a refund or replacement. You should notify us of faulty good as soon as possible via email: info@urban-candle.com or telephone 0191 4862018 – Please remember to quote your order number.

6.2 Where goods are found to be faulty within 28 days, we will offer a full refund or offer a replacement product. (Including the FULL cost of delivery) Please refer to our “Refund” section above for information on how this will be processed. If the goods are found to be faulty, then we will also reimburse the cost of returning the items to us, up to a maximum of £6.00 - This can be a card refund or a store credit.

6.3 Any goods found to be faulty after the 28 days will be offered a replacement product or store credit only, and the cost of returning the goods to us will NOT be reimbursed. Should you opt for a replacement product, this will be delivered to you Free of charge, using a standard delivery service.
7: Distance Selling Contract

7.1 Urban Candle Company Ltd enter into a contract with you (the “Customer”) at the point of acceptance. The contract between the two parties exists at the point in which you receive a dispatch confirmation email from us. This is the point at which we “Accept” your order.

7.2 Your order is not accepted, or confirmed until a dispatch confirmation has been sent. We will send this dispatch confirmation to the email address that you provided during the registration process. It is your responsibility to ensure the email address you provided at the checkout is correct.

7.3 You will receive a minimum of 2 system generated emails from us following the placing of your order. You may also receive periodic updates between placing your order and confirmed dispatch. You can track the status of your order by visiting the “My Account” section of our website. You should not reply to these emails as the address from which they are sent are not monitored. Any queries in regards to your order should be sent to info@urban-candle.com

1) Order Confirmation: This email confirms receipt of the order you have placed and confirmation of payment. It will also confirm the order details, delivery address and other important information, including details of how to cancel your order.

2) Dispatch Confirmation: This email confirms the order has been dispatched to you, and will provide information in regards to the delivery of your order, including any tracking and carrier information. It is at this point, that a “Contract” between ourselves and you (the “Customer) exists.

7.4 Processing of payment and order confirmation does not constitute a contractual agreement to supply you with the goods you have ordered. Urban Candle Company can refuse to accept an order from you if we choose.

7.5 Order, Confirmation and Dispatch emails are automatically generated by our system at various points throughout the order process. A “Dispatch” email is a binding contract for us to supply the goods, and you to receive them – whether or not you read the email.
8: Refusal to accept orders

8.1 Refusal to accept an order could be for a number of reasons, including but not limited to: price errors, stock availability, suspected fraud or misuse of the website or failed payment. Should we refuse to accept an order, any payment made will be refunded within 3 working days. Urban Candle Company Limited are not contractually obliged to accept your order, until we confirm acceptance, which is when you receive a dispatch confirmation.
9: Liability

9.1 We, (Urban Candle Company Limited) or our chosen carrier company, assume full liability for the product/s until the point of delivery. The “Risk” and “Liability” for the product passes to you (the “Customer) at the point of delivery.

9.2 Should you arrange the collection of the product/s yourself, or arrange for your own courier service to collect from our warehouse, then the liability passes to you at the point of collection (either in person or by your nominated courier company)

9.3 Urban Candle Company Limited cannot be held responsible for the loss or damage to goods once they have left our warehouse.
10: Copyright

10.1 The entire content included in this site, including but not limited to text, graphics or code is copyrighted, and is the property of Urban Candle Company Limited.

10.2 The collective work includes works that are licensed to Urban Candle Company Limited. Copyright 2015, Urban Candle Company Limited ALL RIGHTS RESERVED.

10.3 Permission is granted to electronically copy and print hard copy portions of this site for the sole purpose of placing an order with, Urban Candle Company Limited or purchasing Urban Candle Company Limited products.

10.4 You may display and, subject to any expressly stated restrictions or limitations relating to specific material, download or print portions of the material from the different areas of the site solely for your own non-commercial use, or to place an order with Urban Candle Company Limited or to purchase Urban Candle Company Limited products.

10.5 Any other use, including but not limited to the reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless authorised by Urban Candle Company Limited. You further agree not to change or delete any proprietary notices from materials downloaded from the site.
11: Trademarks

11.1 All trademarks, service marks and trade names of Urban Candle Company Limited used in the site are trademarks or registered trademarks of Urban Candle Company Limited.
12: Licence

12.1 You are permitted to print and download extracts from this Website for your own use on the following basis:

(a) No documents or related graphics on this Website are modified in any way;
(b) No graphics on this Website are used separately from accompanying text; and
(c) Any of our copyright and trade mark notices and this permission notice appear in all copies.

12.2 Unless otherwise stated, the copyright and other intellectual property rights in all material on this Website (including without limitation photographs and graphical images) are owned by us or our licensors. For the purposes of these terms and conditions, any use of extracts from this Website other than in accordance with the conditions above for any purpose is prohibited. If you breach any of the terms in these terms and conditions, your permission to use this Website automatically terminates and you must immediately destroy any downloaded or printed extracts from this Website.

12.3 No part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

12.4 Any rights not expressly granted in these terms are reserved.
13: Service Access

13.1 While we endeavor to ensure that this Website is available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period.

13.2 Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.
14: Visitor material and conduct

14.1 Other than personally identifiable information, which is covered under the Privacy Policy, any material you transmit or post to this Website will be considered non-confidential and non-proprietary. We will have no obligations with respect to such material. We and our nominees will be free to copy, disclose, distribute, incorporate and otherwise use such material and all data, images, sounds, text and other things embodied therein for any and all commercial or non-commercial purposes.

14.2 You are prohibited from posting or transmitting to or from this Website any material:

(a) That is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience;
(b) For which you have not obtained all necessary licences and/or approvals;
(c) Which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in the UK or any other country in the world; or
(d) Which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).

14.3 You may not misuse the Website (including, without limitation, by hacking).

14.4 We will fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of clauses as outlined above.
15: Links to and from other websites

15.1 Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.

15.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, the home page of this Website, and subject to the following conditions:

(a) You do not remove, distort or otherwise alter the size or appearance of this website.
(b) You do not create a frame or any other browser or border environment around this Website;
(c) You do not in any way imply that we are endorsing any services other than our own;
(d) You do not misrepresent your relationship with us nor present any other false information about us;
(e) You do not otherwise use any Urban Candle Company Limited trademarks displayed on this Website without our express written permission;
(f) You do not link from a website that is not owned by you; and
(g) Your website does not contain content that is distasteful, offensive or controversial, infringes any intellectual property rights or other rights of any other person or otherwise does not comply with all applicable laws and regulations.
16: Registration on our website (www.urban-candle.com)

16.1 To register with www.urban-candle.com you must be over eighteen years of age.

16.2 Each registration is for a single user only. We do not permit you to share your user name and password with any other person nor with multiple users on a network.

16.3 Responsibility for the security of any passwords issued rests with you and if you know or suspect that someone else knows your password, you should contact us immediately.

16.4 We may suspend or cancel your registration immediately at our discretion or if you breach any of your obligations under these terms and conditions.

16.5 We expressly reserve the right to revoke the right granted in the conditions outlined above for breach of these terms and to take any action we deem appropriate.

16.6 You shall fully indemnify us for any loss or damage we or any of our group companies may suffer or incur as a result of your breach of any of the conditions outlined above.
17: Disclaimer

17.1 While we endeavour to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material.

17.2 The material on this Website is provided “as is” without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Website.
18: Liability

18.1 We, any other party (whether or not involved in creating, producing, maintaining or delivering this Website), and any of our group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this Website in any way or in connection with the use, inability to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Website or your downloading of any material from this Website or any websites linked to this Website.

18.2 Nothing in these terms and conditions shall exclude or limit our liability for (i) death or personal injury caused by negligence (as such term is defined by the Unfair Contract Terms Act 1977); (ii) fraud; (iii) misrepresentation as to a fundamental matter; or (iv) any liability which cannot be excluded or limited under applicable law.

18.3 If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

18.4 You agree to indemnify us fully, defend and hold us, and our officers, directors, employees and agents, harmless from and against all claims, liability, damages, losses, costs (including reasonable legal fees) arising out of any breach of the terms and conditions by you, or your use of this Website, or the use by any other person using your registration details.
19: Governing Law & Jurisdiction

19.1 These terms and conditions shall be governed by and construed in accordance with English law. Disputes arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the English courts.

19.2 We do not warrant that materials/items for sale on the Website are appropriate or available for use outside the United Kingdom. It is prohibited to access the Website from territories where its contents are illegal or unlawful. If you access this Website from locations outside the United Kingdom, you do so at your own risk and you are responsible for compliance with local laws.
20: Miscellaneous

20.1 You may not assign, sub-license or otherwise transfer any of your rights under these terms and conditions.

20.2 If any provision of these terms and conditions is found by any court of competent jurisdiction to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions which shall continue to have full force and effect.

20.3 Only the parties to these terms and conditions may seek to enforce them under the Contracts (Rights of Third Parties) Act 1999

20.4 Urban Candle Company Limited conform to the requirements of the Data Protection Act, 1998

21: Gift Cards

21.1 You may purchase Urban Candle gift card on this website. These cards can be delivered via email or by post. E-cards ordered via email should normally arrive in your inbox within 24 hours or order. Carda selected to be sent by post, will be dispatched within 2 working days.

21.2 Gift Cards have no cash value.

21.3 Gift Cards cannot be refunded.

21.4 Gift Cards are valid for 1 year from the date of purchase.

21.5 In the event of loss or theft of your gift card, it is your responsibility to report this to us. We cannot be held responsible if the card is used for a purchase prior to us receiving notification of this. Upon notification of this, we will cancel the existing gift card and issue another. The valid period for the card will remain the same (and not extended). Urban Candle Company Limited will charge £3.00 for the issuing of a replacement gift card - this is to cover administration costs and postage.

21.6 Items purchased using a gift certificate are covered by the returns and refund policy as outlined above. Any refunds will be in the form of another gift card and not in cash.
YOUR STATUTORY RIGHTS ARE NOT AFFECTED
Contact Information

Our Registered Office: Urban Candle Company Limited, 17 Sharperton Drive, Great Park, Newcastle Upon Tyne. NE3 5RL

Our Email: info@urban-candle.com

Our Telephone: 01914862018

To request a PDF copy of our Terms and Conditions - Please email us on the above address