Refund policy

Return and Refunds

RETURNS

We want you to be happy with your Màzo purchase. If for any reason you aren’t completely satisfied, you may return any product in its original condition for a full refund or replacement (as appropriate) within 28 days of purchase. (Original condition means that there are no scratches or marks on the product, the product’s packaging has not been opened and the product is in a re-saleable condition.)

All items must be returned unused, with original labels and in original packaging. Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection. Please notify us within 48 hours of receipt of goods.

You are responsible for returning the products to us as soon as possible and no later than 28 days from your return being registered. All returned goods will be examined upon receipt. We will not provide a refund if the goods show signs of unreasonable use such as opened packaging. In such circumstances, we will notify you that a refund will not be available, and you can choose to arrange for such goods to be returned to you within 28 days of our notification. 

Please be advised that we are unable to take returns on products not purchased online at www.mazocandleslondon.com. If you purchased a product at one of our authorised retailers or counters, please contact them directly.

Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.

Your right to return goods does not apply to goods:

  • made to your specification;
  • which have been clearly personalised (e.g. by being engraved);
  • which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
  • where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.  

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to offer you a refund. Please refer to the Faulty Product Returns section below.

FAULTY PRODUCT RETURNS

In accordance with your statutory rights, you may return products:

- Where a product is damaged, unfit for purpose or they are otherwise not as described
- The product is faulty (i.e unsatisfactory quality or unfit for purpose)

Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.

You are entitled to a refund where the products are returned to us within 28 days of purchase. After 28 days, you are entitled to a replacement product only.

  1. If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as "received damaged".
  2. If your goods are received as faulty or damaged once opened, please contact our Customer Care Team within 48 hours of receiving your order via email at info@mazocandleslondon.com

Please note that we may require images and/or videos of any damage for our records and may need to collect the product(s) for testing before a replacement or refund is issued.