Last updated: [03.04.2026]
At Gabriela’s Soul Light, we take great care in creating and packing every order. As our products are handmade, please read this policy carefully before making a purchase.
- Returns
We accept returns within 14 days of the item being received.
To be eligible for a return, the item must be:
- unused
- in its original condition
- returned in its original packaging where possible
- not damaged after delivery
The item must be sent back within 14 days of your return request. Refunds are processed within 14 days of receiving the returned item or receiving proof that it has been sent back. Standard consumer refund timing rules in the UK generally require reimbursement within 14 days of receiving the goods back, or proof of return.
- Non-Returnable Items
We do not accept returns for:
- personalised items
- custom-made products
- bespoke orders
- products made specifically to your request
These items are non-returnable and non-refundable unless they arrive faulty, damaged or incorrect.
- Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at contact@candlebygabriela.co.uk.
Please include:
- your order number
- a short description of the issue
- clear photos of the item and packaging
If an item is faulty, not as described, or not of satisfactory quality, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015. UK consumer law also provides a short-term right to reject faulty goods in some cases within 30 days of delivery.
- How to Request a Return
To request a return, please contact us at:
contact@candlebygabriela.co.uk
Please include:
- your full name
- order number
- reason for return
- photos, if the item is damaged, faulty or incorrect
Returns must not be sent back without contacting us first.
- Return Shipping Costs
If you are returning an item for a reason other than fault, damage or error, you are responsible for the return postage cost.
If the item is faulty, damaged or incorrect, we will review the issue and arrange an appropriate solution.
- Refunds
Once your return has been received and inspected, we will let you know whether your refund has been approved.
If approved, your refund will be sent to your original payment method.
Refunds are processed within 14 days of receiving the returned item or proof of return.
- Exchanges
We do not guarantee exchanges for non-faulty items.
If your item arrives faulty or damaged, we will review the issue and offer an appropriate resolution where appropriate.
- Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If your order has not yet been dispatched, we may be able to cancel it before shipping.
If your order has already been dispatched, this Refund & Returns Policy will apply.
- Contact
If you have any questions about returns or refunds, please contact us at:
Gabriela’s Soul Light
Bromley, London BR1
contact@candlebygabriela.co.uk