Terms and Conditions

Effective Date: 6/8/2026
Last Updated: 6/8/2026

1. About These Terms

These Terms and Conditions apply when you visit our website, create a customer account or purchase products from Relax by Richard.

Please read these Terms and Conditions carefully before placing an order. By placing an order through our website, you agree to be bound by them.

Nothing in these Terms and Conditions affects your statutory rights as a consumer.

Throughout these Terms and Conditions, “we”, “us” and “our” refer to Relax by Richard. “You” and “your” refer to the person using our website or purchasing from us.

2. Contacting Us

You can contact us regarding an order, return, complaint or other enquiry by emailing: relaxbyrichard.enquiries@gmail.com or visit our contact us page for the enquiry form.

Please include your name, order number and details of your enquiry where relevant.

3. Our Products

We sell candles, wax melts, reed diffusers and other home-fragrance, relaxation and related products.

We take reasonable care to ensure that product descriptions, photographs, sizes, weights, fragrance descriptions and other information displayed on our website are accurate.

However:

Colours may appear differently depending on your screen or device.
Handmade products may have minor differences in colour, finish, weight, shape or appearance.
Fragrance perception is subjective and may vary between individuals.
Product packaging may occasionally differ from the images shown.
Minor variations that do not affect the product’s use or safety will not normally be considered defects.

You should read the full product description, ingredients or allergen information, warning labels and usage instructions before purchasing or using a product.

4. Fragrance Descriptions

Fragrance descriptions are provided to help you understand the general character and scent profile of each product.

Where a fragrance is described as being inspired by, similar to or reminiscent of another fragrance, this is for descriptive and comparison purposes only.

Unless expressly stated otherwise, Relax by Richard is NOT affiliated with, authorised by, endorsed by or connected to any designer, manufacturer or trademark owner referenced in a fragrance description.

Any trademarks or brand names remain the property of their respective owners.

5. Product Safety

Candles, wax melts, reed diffusers and fragrance products must be used responsibly and only for their intended purpose.

You must follow all instructions and warnings supplied with the product, including any information shown on the product label, packaging or website.

In particular:

Never leave a burning candle unattended.
Keep burning candles and wax warmers away from children and pets.
Keep candles away from draughts, flammable items and sources of heat.
Place candles and wax warmers on stable, heat-resistant surfaces.
Do not move a burning candle or hot wax warmer.
Do not consume candles, wax melts, fragrance oils or reed-diffuser liquids.
Avoid direct contact between fragrance liquids and skin, eyes, furniture, polished surfaces or fabrics.
Keep reed diffusers upright and away from flames or heat sources.
Follow the usage time, wick-trimming and disposal instructions supplied with the product.

We are not responsible for damage or injury caused by misuse, failure to follow safety instructions, unauthorised alteration of a product or use of a product for a purpose for which it was not intended.

This does not exclude liability that cannot legally be excluded.

6. Age Requirements

You must be at least 18 years old to place an order or create a customer account on our website.

By placing an order, you confirm that you are at least 18 years old and legally capable of entering into a contract.

7. Customer Accounts

You may be able to purchase products as a guest or create a customer account through Relax By Richard using the Wix membership system.

When creating an account, you must provide accurate and complete information.

You are responsible for:

Keeping your password and login information confidential.
Preventing unauthorised access to your account.
Ensuring that your account information remains accurate.
Informing us promptly if you believe that your account has been accessed without permission.

We may suspend or close an account where we reasonably believe that:

The account is being used fraudulently.
False or misleading information has been provided.
The account has been used to breach these Terms and Conditions.
The account creates a security risk to our website or other customers.

You may request closure of your account by contacting us. Some order and transaction information may still need to be retained for legal, tax, fraud-prevention or accounting purposes.

8. Placing an Order

To place an order, you must select your products, provide the requested delivery and billing information and complete payment through the checkout.

Please check your order carefully before submitting it.

After you place an order, you should receive an automated order acknowledgement by email. This confirms that we have received your order but does not necessarily mean that we have accepted it.

A binding contract is formed when we send you an order confirmation or dispatch confirmation, depending on the wording used during our checkout process.

Each order is subject to:

Product availability.
Successful payment authorisation.
Acceptance of your delivery address.
Fraud and security checks.
Our right to refuse or cancel an order in the circumstances set out below.

9. Refusing or Cancelling an Order

We may refuse or cancel an order before dispatch where:

A product is unavailable.
The price or product description contains an obvious error.
Payment cannot be authorised.
We suspect fraud, misuse or unauthorised payment activity.
We cannot deliver to the address provided.
The order breaches purchasing restrictions displayed on our website.
We are legally prohibited from completing the order.
An event outside our reasonable control prevents us from supplying the product.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled products and any applicable delivery charge to the same payment method used to place the original order.

We reserve the right to limit the quantity of products that may be purchased in a single order or by a single customer where reasonably necessary.

10. Prices

Product prices will be displayed on our website in pounds sterling unless stated otherwise.

Prices include VAT where VAT is applicable.

Delivery charges are shown separately during checkout before you place your order.

We may change prices at any time, but a price change will not normally affect an order that we have already accepted.

If a pricing error is obvious and could reasonably have been recognised as an error, we may cancel the order and refund any payment made.

11. Discount Codes and Promotions

Discount codes, promotional offers and gift vouchers are subject to any additional conditions displayed with the promotion.

Unless otherwise stated:

Discount codes cannot be exchanged for cash.
Only one discount code may be used per order.
Discount codes cannot be used after their expiry date.
Discount codes cannot be applied retrospectively.
Delivery charges are not discounted unless expressly stated.
Promotions are subject to availability.
Discount codes may not be transferred, reproduced, sold or used fraudulently.

We may withdraw or refuse a promotion where we reasonably believe that it is being misused or where an obvious technical or pricing error has occurred.

Your statutory rights remain unaffected.

12. Payments

Payments are processed through Wix Payments and any other payment methods displayed at checkout.

Available payment methods may vary.

You must provide accurate payment and billing information and confirm that you are authorised to use the selected payment method.

Payment may be taken when your order is placed or accepted.

We do not directly store your full payment-card details. Payment information is handled by Wix Payments or the relevant payment provider in accordance with its own terms and privacy practices.

If a payment is declined or reversed, we may suspend or cancel the relevant order.

Refunds will be made to the payment method used for the original transaction.

13. Availability

All products are subject to availability.

Adding a product to your basket does not reserve it.

Where an item becomes unavailable after you have ordered it, we may:

Contact you to offer a suitable alternative.
Remove the unavailable item and refund it.
Cancel and refund the affected order.

We will not substitute a product without your agreement where the substitute would be materially different.

14. Delivery Areas

We currently deliver to: England, Scotland, Wales and Northern Ireland

We do not currently deliver to: Any other country listed above. On check out enter your postcode for an accurate delivery.

Any delivery restrictions will also be shown during checkout.

Customers are responsible for ensuring that the delivery address is accurate and complete.

15. Delivery Charges and Times

Available delivery options, estimated delivery times and charges will be shown during checkout.

Unless we agree otherwise, we aim to deliver your order within 30 days after accepting it.

Delivery dates and times are estimates unless we have expressly agreed that a particular delivery date is essential.

Delays may occur because of:

Courier disruption.
Severe weather.
Seasonal demand.
Industrial action.
Incorrect or incomplete delivery information.
Events outside our reasonable control.

We will contact you if we become aware of a significant delay.

16. Delivery and Responsibility for Products

The products become your responsibility when they are delivered to:

The delivery address you provided.
A person at that address.
A safe place, neighbour, collection point or nominated recipient authorised by you or selected through the courier.

Ownership of the products passes to you once we have received full payment.

Where a courier leaves a parcel in a location specifically requested or approved by you, responsibility may pass when the parcel is left in that location.

This does not affect your rights where the parcel was not delivered in accordance with your instructions or the delivery contract.

17. Incorrect Delivery Information

You are responsible for providing a correct and complete delivery address.

Please contact us promptly if you notice an error.

We cannot guarantee that an address can be changed after an order has been processed or dispatched.

Where an order is returned to us because:

The address provided was incorrect or incomplete.
Delivery was refused.
The parcel was not collected.
The courier made reasonable delivery attempts but could not complete delivery.

We may ask you to pay a further reasonable delivery charge before the order is sent again.

Any refund following a failed delivery may be reduced by delivery or return costs that we have reasonably incurred, except where the failure was caused by us or the courier.

18. Missing or Delayed Orders

If your order has not arrived by the estimated delivery date, please check any tracking information and contact us at:

relaxbyrichard.enquiries@gmail.com or visit our contact us page for the enquiry form.

Please provide your order number and delivery address.

We may need to investigate the delivery with the courier before issuing a replacement or refund.

Nothing in this section limits your legal rights where goods have not been delivered within the agreed time or within a reasonable time.

19. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Damaged during delivery.
Faulty.
Unsafe.
Not as described.
Different from the product ordered.
Missing from your order.

Please provide:

Your name.
Your order number.
A description of the issue.
Photographs of the product, packaging and delivery label where reasonably possible.

We may offer a refund, repair or replacement depending on the circumstances and your legal rights.

We will pay reasonable return costs where goods are faulty, damaged, incorrectly supplied or not as described.

Refunds may not be granted if the product/s have been used, taken out of the original packaging which has resulted in damage, due to a change of mind as the consumer.

Nothing in these Terms and Conditions limits your rights under the Consumer Rights Act 2015.

20. Your Right to Cancel an Online Order

For most products purchased online, you have the right to change your mind and cancel the contract without giving a reason.

The cancellation period normally ends 14 days after the day on which:

You receive the goods.
A person nominated by you receives the goods.
You receive the final item, where one order is delivered in separate parts.
You receive the final installment, where goods are delivered regularly over a set period.

To cancel, you must clearly tell us of your decision before the cancellation period expires.

You may contact us by email at: relaxbyrichard.enquiries@gmail.com or visit our contact us page for the enquiry form.

Please include your name, order number, the products being cancelled and the date on which they were received.

21. Returning Products After Cancellation

After telling us that you wish to cancel, you must return the products within 14 days.

Returns should be sent to: relaxbyrichard.enquiries@gmail.com or visit our contact us page for the enquiry form.

Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it.

You must:

Package products securely.
Obtain proof of postage.
Use a tracked or insured service for valuable items.
Retain your proof of postage until the return has been completed.

You remain responsible for the returned products until they are received by us.

22. Condition of Returned Products

You may examine products in the same way that you would reasonably be able to examine them in a physical shop.

You are responsible for any reduction in value caused by handling the products beyond what is necessary to establish their nature, characteristics and functioning.

For fragrance products, unnecessary use may include:

Burning a candle.
Melting or using wax melts.
Opening, inserting or using reed-diffuser reeds.
Pouring, transferring or using fragrance liquid.
Removing or damaging seals, labels or packaging beyond what is reasonably necessary to inspect the product.
Or using the product as intended.

Where permitted by law, we may make a reasonable deduction from the refund to reflect any reduction in the product’s value caused by excessive handling.

This does not affect your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

23. Products That Cannot Normally Be Cancelled

The right to change your mind may not apply to:

Products made to your specifications.
Clearly personalised products.
Products that are inseparably mixed with other items after delivery.
Sealed products that are not suitable for return for health-protection or hygiene reasons, where the seal has been broken after delivery, where the legal exemption genuinely applies.
Any other product excluded from the cancellation right by applicable law.

A product is not automatically excluded from cancellation merely because its packaging has been opened.

Your rights relating to faulty, damaged or incorrectly described goods continue to apply.

24. Refunds Following Cancellation

Where you validly cancel an order, we will refund:

The price paid for the returned products.
The cost of the least expensive standard delivery option, where the whole order is cancelled.

If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional cost above our standard delivery charge.

Where only part of an order is cancelled, the original delivery charge may not be refundable if it would have been charged at the same amount for the products you kept.

We may withhold the refund until:

We receive the returned products; or
You provide evidence that you have sent them back,

whichever happens first.

Refunds will normally be issued within 14 days of receiving the returned products or receiving acceptable evidence that they have been returned.

Refunds will be made using the original payment method unless otherwise agreed.

Your bank or payment provider may require additional time to display the refund in your account.

25. Exchanges

We do not guarantee that exchanges will be available.

Where you would like a different product or fragrance, you may need to return the original product, place a new order and be responsible for all delivery charges unless agreed otherwise.

This does not affect your right to request an appropriate remedy for faulty, damaged or incorrectly supplied goods.

26. Allergies and Sensitivities

Our products may contain fragrance oils, essential oils, allergens or other ingredients that may cause sensitivity or allergic reactions in some individuals.

You are responsible for reviewing the product information, ingredients, allergen declarations and warnings before purchasing or using a product.

Stop using a product if irritation or an adverse reaction occurs.

Seek appropriate medical advice where necessary.

Please contact us before purchasing if you require further ingredient or allergen information. We cannot provide medical advice or guarantee that a product will be suitable for every individual.

27. Website Information

We take reasonable steps to keep our website available and accurate, but we do not guarantee that:

The website will always be available or uninterrupted.
The website will be free from errors or technical problems.
All information will always be completely current.
The website will be compatible with every device or browser.

We may update, suspend or withdraw part or all of the website where reasonably necessary.

28. Acceptable Use

You must not:

Use the website for unlawful or fraudulent purposes.
Attempt to gain unauthorised access to the website, accounts or systems.
Introduce viruses, malicious code or harmful material.
Scrape, copy or extract website content using automated systems without permission.
Interfere with the website’s security or operation.
Use false identities or payment details.
Place orders for fraudulent resale, testing stolen payment details or other improper purposes.
Harass, threaten or abuse us, our representatives or other users.

We may restrict or block access where these terms are breached.

29. Intellectual Property

Unless otherwise stated, the website and its content are owned by or licensed to Relax by Richard.

This includes:

Business names and logos.
Product names.
Original photographs.
Graphics and artwork.
Product descriptions.
Written website content.
Website layout and design.

You may use the website for personal, non-commercial shopping purposes.

You must not reproduce, distribute, modify, publish, sell or commercially exploit our content without our written permission.

Nothing in this section claims ownership of third-party trademarks or other intellectual property belonging to their respective owners.

30. Third-Party Services and Links

Our website is hosted using Wix and may use third-party services for payments, delivery, analytics, communication and other functions.

We may also provide links to third-party websites.

We are not responsible for the content, availability or practices of independent third-party websites.

Your use of a third-party service may also be subject to that provider’s own terms and privacy policy.

31. Reviews and User Content

Where our website allows you to submit a review, photograph, comment or other content, you confirm that:

The content is accurate and based on your genuine experience.
You have the right to submit it.
It does not infringe another person’s rights.
It is not unlawful, defamatory, threatening, discriminatory or obscene.
It does not contain malicious code, spam or misleading advertising.

You retain ownership of your content but grant us a non-exclusive, royalty-free licence to display and use it in connection with our website, products and marketing, subject to applicable privacy and consumer-protection laws.

We may remove content that breaches these rules.

32. Privacy

We process personal information in accordance with our Privacy Policy and Cookie Policy list in our Privacy Policy page .

Please read those policies to understand how Wix, Wix Payments and other providers may process information connected with your account, website use and purchases.

33. Our Responsibility to You

We are responsible for losses that are a foreseeable result of our breach of these Terms and Conditions or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We supply products for private and domestic use. Unless we agree otherwise in writing, we are not responsible for business losses, including loss of profit, revenue, opportunity, goodwill or business interruption.

Nothing in these Terms and Conditions excludes or limits liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of your statutory rights.
Defective products where liability cannot legally be excluded.
Any other liability that cannot be excluded or limited by law.

34. Events Outside Our Control

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

These may include:

Severe weather.
Fire, flood or natural disaster.
Transport or courier disruption.
Industrial action.
War, terrorism or civil emergency.
Epidemics or public-health restrictions.
Failure of telecommunications, hosting or payment systems.
Government action.
Shortages of materials or energy.

We will take reasonable steps to minimise the effect of the event and will contact you where your order is materially affected.

Your legal rights relating to cancellation, refunds and delivery remain unaffected.

35. Complaints

We aim to resolve complaints fairly and promptly.

Please send complaints to:

Email: relaxbyrichard.enquiries@gmail.com or visit our contact us page for the enquiry form.

Please include your name, order number and a clear description of the issue.

We will acknowledge your complaint and aim to provide a response within 30 working days.

36. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes to:

Our products or services.
Our website or payment systems.
Our delivery arrangements.
Applicable laws or regulations.
Our business practices.

The version that applies to your order will normally be the version displayed when the order was placed.

The “Last Updated” date at the beginning of these Terms and Conditions will show when the latest changes were made.

37. Severability

If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining sections will continue to apply.

38. No Waiver

If we do not immediately enforce a right under these Terms and Conditions, this does not mean that we have waived that right.

39. Transfer of Rights

We may transfer our rights and obligations under these Terms and Conditions to another organisation, provided that doing so does not reduce your rights.

You may only transfer your rights or obligations under the contract with our written agreement, except where the law permits otherwise.

40. Third-Party Rights

The contract is between you and Relax by Richard.

No other person has a right to enforce its terms, except where applicable law provides otherwise.

41. Governing Law and Courts

These Terms and Conditions and any contract between you and us are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland, you will also benefit from any mandatory consumer protections that apply where you live.

You may bring legal proceedings in the courts of the part of the United Kingdom in which you live.