RETURNS AND WARRANTY POLICY
Refund and Exchange Policy
We’re confident that you’re going to love your Kukena Naturals purchase but if for whatever reason you’d like to return it or make an exchange, we’ll get that sorted for you as quick as possible!
At any time within 14 days from the day of delivery, you can return your order for a full refund or exchange. We are unable to accept cancellations by phone.
To help accommodate Christmas gift buying, any purchases made between 12th of October and 25th of December 2020 may be returned until the 31st of January 2021.
For refunds, please email us at kukenanaturals@gmail.com quoting your order number. A brief explanation would be much appreciated, as we’re always looking for ways to improve.
For exchanges, please have your return sent to the address below.
The Wholesale Fruit Market C/O Kukena Naturals
Springfield Road
Newquay
Cornwall
TR7 1RT
United Kingdom
Please include a note with the following information:
- Order Number (we will send the replacement to the Shipping Address associated with the order number, unless otherwise stated)
- Name
- Details of Returned Items (type of candle, scent, etc)
- NEW Item Request (type of candle, scent, etc)
Please return items well protected from damage and in their original condition and packaging. We reserve the right to seek damages from you if any of the products are returned used or damaged.
Please make sure that all return postage costs and fees are paid in full on your side. We’ll only cover the return delivery costs if the product is faulty or doesn't comply with our contract. We always suggest returning the items with proof of delivery, as we’re not liable for returns that aren't delivered to us or are delivered damaged. For international returns, please ensure the customs label on your parcel is marked as a return. Failure to do this may result in custom charges due on our side which we cannot be responsible for.
Exchanges/Refunds can take up to 7 business days, depending on stock levels and seasonal demand. You will not be notified when we receive your return, though if we have any queries we will get in touch via the email address associated with the order number.
Warranty
All goods are covered by a 6 month warranty, subject to the terms and conditions.
If there is a problem with any of your Kukena Naturals products, please notify us by email with the details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection.
If your products are faulty or incorrectly advertised, you can request replacements free of charge. Replacement products will not be dispatched until we have received and checked the returned products. If an item is no longer available we will offer an alternative. However, our liability will be to replace the faulty goods, we are unable to guarantee an exact match. In this instance you will have the option of a refund.
This policy does not apply to any products that are made specific to you, which are exempt from the right to cancel.
Please keep your order confirmation email. This is your proof of purchase for the warranty.
The warranty will be void if you have not taken appropriate care of your Kukena Naturals product.
