Returns, Exchanges & Shipping Policy

AHLOKI | SCENT · STILLNESS · RITUAL

At Ahloki, we believe that thoughtful details make all the difference.

From the products we create to the way we prepare and package each order, we take care to ensure your experience is a considered one.

We hope you love your Ahloki purchase. However, if something isn’t quite right, we’re here to help.

This policy explains our approach to returns, exchanges, refunds, shipping and delivery for purchases made directly through www.ahloki.co.uk.

Nothing in this policy affects your statutory consumer rights.

1. Returns & Cancellations

Changing your mind

If you’ve purchased from Ahloki online and decide that a product isn’t right for you, you normally have 14 days from the day after you receive your order to notify us that you wish to cancel.

Once you’ve notified us, you have a further 14 days to return the goods.

You do not need to provide a reason for cancelling your order.

To arrange a return, please email ahloki@ahloki.co.uk with your order number and details of the items you wish to return.

You can notify us of cancellation through any clear statement expressing your decision. You may also use the cancellation form provided at the end of this policy.

These rights are subject to the applicable legal exemptions explained below.

2. Product Condition & Eligibility

We kindly ask that products are handled with care when being inspected.

You may examine a product as you reasonably would in a shop to establish its nature, characteristics and function.

Where products have been handled beyond what is necessary for reasonable inspection, Ahloki may make a deduction from any statutory cancellation refund to reflect the resulting reduction in value, where permitted by law.

We reserve the right to assess the condition of returned products and apply an appropriate, evidenced deduction.

Original packaging is recommended but is not an absolute condition of exercising statutory cancellation rights.

Candles, Reed Diffusers & Fragrance Products

Fragrance is a personal experience, and we understand that individual preferences can vary.

However, lighting or burning a candle, using a reed diffuser, consuming fragrance liquid or otherwise using a fragrance product beyond reasonable inspection may significantly reduce its value.

Ahloki does not offer additional goodwill returns or voluntary exchanges for used fragrance products.

Where statutory cancellation rights apply, we will assess any reduction in the product’s value caused by handling beyond reasonable inspection and may make a lawful deduction from the refund.

Simply opening packaging does not automatically remove statutory cancellation rights.

A personal dislike of a fragrance does not, in itself, make the product faulty.

These conditions do not affect your statutory rights if a product is faulty, damaged or not as described.

3. Sale & Promotional Items

Products purchased during sales, seasonal promotions or other discounted offers are not eligible for additional goodwill returns or discretionary exchanges.

However, sale and promotional products retain all applicable statutory consumer rights, including the right to cancel eligible online purchases within the legal cancellation period.

Customers also retain their statutory remedies if an item is faulty, damaged or not as described.

4. Gift Sets, Bundles & Personalised Orders

Standard Gift Sets

Standard Ahloki gift sets and bundles are subject to the same statutory cancellation rights as other eligible online purchases.

Where a gift set has been purchased as one complete product, we may request the return of the complete set when the customer is seeking a refund for that entire set.

Requests to return individual components will be assessed according to the applicable statutory rights and the way the products were sold.

Bespoke & Personalised Gift Sets

Products genuinely made to a customer’s individual specifications or clearly personalised are not eligible for change-of-mind cancellation where the applicable legal exemption applies.

This may include qualifying individually commissioned or personalised gift products.

A selection of standard products assembled into a gift box is not automatically considered a bespoke product for legal purposes.

The relevant exclusion will be made clear before purchase where it applies.

Statutory rights remain unaffected if personalised products are faulty, damaged or not as described.

5. Exchanges

We understand that sometimes you may prefer a different product.

If you’d like to request an exchange, please contact ahloki@ahloki.co.uk with your order details.

Voluntary exchanges are considered at Ahloki’s discretion, subject to availability and the applicable returns conditions.

Any additional charges for a voluntary exchange will be explained before proceeding.

This does not affect any statutory right to a replacement or other remedy.

6. Faulty, Damaged or Incorrect Products

Every Ahloki order is carefully prepared and packaged. If something has gone wrong, we want to put it right.

If your order arrives damaged, contains an incorrect item or develops a fault, please contact us at ahloki@ahloki.co.uk.

Please include:

• Your order number.
• A brief description of the issue.
• Photographs of the product or packaging, where reasonably available and helpful.

Photographs assist us in assessing damage and resolving delivery issues, but they are not an absolute condition of exercising statutory rights.

Under the Consumer Rights Act 2015, customers have the right to receive goods that are of satisfactory quality, fit for purpose and as described.

Depending on the circumstances and the timing of the claim, the appropriate remedy may include a refund, repair, replacement or price reduction.

Where an item is validly rejected under statutory rights, Ahloki will bear reasonable return costs or arrange an appropriate method of return.

Please contact us before returning a damaged glass product so we can advise on safe handling.

7. Shipping & Delivery

We take care to prepare and package every Ahloki order securely, with particular attention to protecting candles, glass vessels, reed diffusers and delicate items.

Delivery Destinations

We currently offer delivery to the UK ONLY. 

Available delivery options and their charges will be displayed during checkout.

Delivery Charges

Shipping costs are calculated and displayed before you complete your purchase.

Any free-delivery offers, promotional thresholds or applicable delivery restrictions will be clearly stated at checkout.

Dispatch & Delivery Times

Our estimated dispatch and delivery times are provided during the ordering process or in the relevant delivery information.

Unless a different delivery period has been agreed, goods will be delivered without undue delay and within the applicable statutory timeframe, normally no later than 30 days after the contract is made.

Delivery estimates may be affected by circumstances outside our immediate control. Where a significant delay occurs, we will review the situation and respect your statutory rights.

Delivery Addresses

Please check your delivery details carefully before completing your order.

If you notice an error, contact us as soon as possible. We will try to assist before dispatch, although changes cannot always be guaranteed.

Where delivery is unsuccessful because of incorrect information supplied by the customer, we may discuss reasonable additional delivery costs before arranging another shipment, where legally appropriate.

8. Return Shipping & Postage

Change-of-Mind Returns

For change-of-mind returns, customers are responsible for the direct cost of returning their products, unless Ahloki has agreed otherwise.

We recommend using a tracked postal service and retaining proof of postage.

Please package products securely to minimise the risk of damage during transit.

The original outer shipping box may be reused where suitable. Otherwise, please use protective packaging appropriate for the product.

Faulty, Damaged or Incorrect Items

Where products are validly rejected because they are faulty, damaged or incorrectly supplied, Ahloki will cover reasonable return costs as required by law.

We may provide a prepaid return label, arrange collection or agree another suitable method.

Please contact us before arranging an unusually expensive return service.

Return Address

Please send eligible returns to:

AHLOKI RETURNS

Ahloki, 61 Church Farm Road, Emersons Green, BS167BE, Bristol UK

Please include your order number or another reference that allows us to identify your purchase.

9. Original Delivery Charges

Where you exercise your statutory right to cancel an entire eligible online order, Ahloki will refund the product price together with the applicable original standard delivery charge.

If you selected a more expensive delivery service, such as premium or express delivery, we are generally only required to refund the amount equivalent to the least expensive qualifying standard delivery option offered.

Where only part of an order is cancelled, any delivery refund will be assessed in accordance with the applicable law and circumstances.

Return postage for change-of-mind returns remains the customer’s responsibility where this was properly disclosed before purchase.

10. Refund Processing

We aim to process refunds promptly and fairly.

For a valid statutory cancellation involving returned goods, reimbursement will be made without undue delay and normally no later than 14 days after:

• We receive the returned goods; or
• You provide evidence that the goods have been sent back, if earlier.

Where the law requires a different refund deadline, that deadline will apply.

Any lawful deduction for diminished value will be explained where applicable.

Refunds will ordinarily be issued to the original payment method unless you expressly agree otherwise.

We do not charge an administration fee for statutory refunds.

Please allow for any additional processing time required by your payment provider.

11. Lost or Delayed Deliveries

If your Ahloki order has not arrived as expected, please contact us so we can investigate.

Where Ahloki arranges the delivery service, we generally remain responsible for the goods until they come into the physical possession of you or someone you have nominated to receive them.

An exception may apply where you independently commission a carrier that Ahloki did not offer as a delivery option.

If a parcel appears lost, incorrectly delivered or significantly delayed, we will review tracking information and investigate with the relevant carrier.

Where goods have not been delivered, we will provide the appropriate resolution in accordance with your statutory rights, which may include replacement delivery, cancellation or refund depending on the circumstances.

Any claim Ahloki makes against a delivery provider will be managed separately from your statutory rights.

12. Lost or Delayed Return Parcels

We recommend retaining proof of postage and tracking information for all returns.

If a parcel you’ve returned is delayed or appears to have been lost, please email us with your order number and any available evidence of sending.

We will review the circumstances and, where appropriate, investigate with the relevant carrier.

For statutory change-of-mind cancellations, we will follow the applicable refund deadlines, including those triggered by valid evidence that goods have been sent back.

Where Ahloki has arranged the return service, we will review the relevant carrier arrangements and pursue any appropriate investigation or claim.

Where customers independently arrange return shipping, they may also need to contact their chosen delivery provider regarding compensation for a lost parcel.

Any refund due under consumer law will not be improperly delayed because a separate carrier investigation is ongoing.

13. Gifts & Gift Purchases

If you’ve received an Ahloki product as a gift and would like assistance, please contact us.

We may be able to arrange a discretionary exchange where appropriate.

Refunds are normally issued to the original purchaser’s payment method unless another arrangement is expressly agreed and legally permitted.

The purchaser’s statutory consumer rights remain unaffected.

14. Purchases from Other Retailers

If you’ve purchased Ahloki products through an independent stockist, marketplace or other retailer, please contact the business that sold you the goods regarding returns, refunds or exchanges.

Your statutory rights against the relevant seller remain unaffected.

We are always happy to assist with information about Ahloki products.

15. How to Contact Us

For assistance with returns, exchanges, delivery or product concerns, please contact:

Ahloki Customer Care

Email: ahloki@ahloki.co.uk

Website: www.ahloki.co.uk

Postal address: Ahloki, 61 Church Farm Road, Emersons Green, BS167BE, Bristol UK

Please include your order number where available.

We aim to approach every enquiry with care, fairness and clarity.

16. Your Statutory Rights

This policy is intended to explain our returns and delivery arrangements clearly and does not exclude, restrict or replace your rights under applicable UK consumer protection legislation.

These rights include those provided by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where any part of this policy conflicts with mandatory consumer law, the applicable legal requirements will take precedence.

17. Model Cancellation Form

You may use this form if you wish to cancel an eligible online purchase. You do not have to use this form; any clear statement communicating your decision to cancel is sufficient.

To: Ahloki, Ahloki, 61 Church Farm Road, Emersons Green, BS167BE, Bristol UK

Email: ahloki@ahloki.co.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Products ordered:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

Signature (only if submitted on paper):

Last updated: 14/10/26