Refund policy

If a product is not right, we would rather fix it than debate it. This policy explains how returns and refunds work at ANTARO, and what your rights are.

Nothing in this policy reduces your legal rights as a consumer. Where the law gives you more than this policy does, the law applies. Where this policy is more generous than the law, we will honour this policy.

Changing your mind

You have 14 days from the day you receive your order to tell us you have changed your mind, and a further 14 days from telling us to send the products back. You do not need to give a reason.

To let us know, email support@antaro.uk with your order number and which products you are returning. A short message is enough.

The condition of returned products

You are welcome to open the packaging and handle the product as you reasonably would in a shop, to see whether it is right for you. Doing so does not affect your refund. With a candle, for example, that means lifting the lid and taking in the scent rather than lighting it.

Beyond that, we ask that products come back in a condition we could sell again, unless they are being returned because they are faulty. Where a product has been used beyond what is reasonably necessary to examine it, we may reduce the refund to reflect the loss in value, as the law allows. If a deduction is necessary, we will always explain it before processing your refund.

Where possible, please include everything that came with the product, including any accessories or items supplied alongside it. Original packaging is helpful, though if the outer box has been opened or marked in transit that alone will not affect your refund. If something is missing, we will let you know before processing the refund if it affects the amount refunded.

Return postage

If you are returning a product because you have changed your mind, you pay for the return postage. We recommend a tracked service, and we suggest keeping proof of postage, because the return remains your responsibility until it reaches us.

If a product is faulty, damaged, or not what you ordered, we cover the cost of the return. You will never be out of pocket for a mistake of ours.

Please email us before sending anything back. Orders are dispatched from more than one location, so this is how we make sure you have the right returns address and any instructions that apply to your particular order. It saves a parcel going to the wrong place.

Refunds

We refund within 14 days of receiving the products back, or within 14 days of you providing proof that you have sent them, whichever is sooner. Refunds are issued to the original payment method.

A refund for a full order includes the standard delivery charge you paid, if you paid one. If you chose a faster or premium delivery option, we refund the cost of our standard option rather than the premium amount. Where only part of an order is returned, the delivery charge is not refunded.

Once a refund is issued, most banks show the money within 3–5 business days. That part is outside our control.

Faulty or damaged products

Products we sell should be as described, fit for purpose and of satisfactory quality. If something is not, you have rights under the Consumer Rights Act 2015 in addition to everything above.

If a fault appears within 30 days of delivery, you can ask for a full refund. After 30 days, you can ask for a repair or a replacement, and if that is not possible or does not resolve the problem, a refund.

Within the first six months after delivery, a fault is assumed to have been there from the start. After six months, we may ask you to show that the fault was present when the product was delivered.

To report a fault, email support@antaro.uk with your order number and a description of the problem. Depending on the nature of the fault, we may ask for photographs, for a little more information, or for the product to be returned before we agree the most appropriate resolution. Where a product is returned to us because it is faulty, we cover the cost.

Incorrect products

If we send you something you did not order, we will arrange collection or return of the wrong product at our cost, and work quickly to get the correct product to you. Where appropriate, we may dispatch the replacement before the incorrect product has reached us. You are not expected to pay for our error.