Returns & refunds

We want you to love what you receive. This page explains how returns work for our handmade and personalised products.

Last updated: 17 July 2026

Template wording for review before go-live. Not legal advice.

Who we are

This policy applies to purchases from Rebecca Penrose, trading as BC Designs (sole trader), through this website.

Made-to-order and personalised items

Many of our products are made to order or personalised for you (for example names on clothing, birth details on keepsakes, or custom label text). Please check your personalisation carefully before you pay.

Under UK consumer law, the usual 14-day cancellation right for online purchases does not apply to goods made to your specification or clearly personalised. For those items, all sales are final unless the item is faulty or not as described.

Change of mind (non-personalised items)

For standard wax melts where you have not asked for custom personalisation beyond choosing a listed fragrance option, you may contact us within 14 days of delivery to cancel. Items must be unused and in resaleable condition with original packaging where possible. You are responsible for return postage unless we made an error.

Faulty, damaged, or wrong items

If something arrives damaged, faulty, or not what you ordered, contact us within 30 days of delivery at bcdesigns68@gmail.com with your order number and a clear photo. Under the Consumer Rights Act 2015 we will offer a repair, replacement, or refund as appropriate. We will refund reasonable return postage for faulty or incorrect items.

How to start a return

1. Email bcdesigns68@gmail.com with your name, order number, and what went wrong.
2. Wait for our reply with return instructions. Please do not send items back without contacting us first.
3. Pack items securely and use a tracked service. Keep your proof of postage.

Return address: 8 Stewart Road, Carlton in Lindrick, Worksop, S81 9HG, United Kingdom (we will confirm in our reply).

Refunds

When a refund is approved, we will process it to your original payment method within 14 days of receiving the returned item, or within 14 days of agreeing a refund for a faulty or incorrect order. Card refunds may take a few extra days to appear on your statement depending on your bank.

Exchanges

Because many items are personalised, exchanges are not always possible. If you need a different size, colour, or fragrance on a non-personalised item, contact us and we will do our best to help.

Questions

Email bcdesigns68@gmail.com or call 07751 491506. See delivery information for dispatch times and postage.