Returns

Consumers across the EU and the UK have a statutory 14-day “cooling-off” period from receipt of goods during which they may cancel their purchase for any reason and receive a full refund of the product and standard delivery costs. Sachi extends this statutory minimum to a 30-day return window for all non-faulty scented candles, diffusers and wax melts, giving you extra time to decide. To initiate a return, simply email support@onlysachi.com with your order number and reason, and our team will manually arrange the return, including providing any necessary labels or instructions, so the process is as seamless as possible.

1. Statutory Cancellation Rights

Under the EU Consumer Rights Directive (2011/83/EU), consumers may cancel online orders within 14 days of receiving the goods, without giving any reason, and must be refunded within 14 days of cancellation, including standard delivery costs. In the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 mirror this right, requiring traders to accept cancellations within 14 days and to refund within 14 days of receiving the returned goods or evidence of return.

2. Sachi’s Extended Return Window

Beyond these statutory rights, Sachi offers a 30-day return period (from delivery date) for all non-faulty products - scented candles, diffusers and wax melts - to ensure you’re completely satisfied with your purchase. This extension applies equally to customers in all EU member states, the United Kingdom, and Northern Ireland.

3. Condition of Returned Items

• Returned items must be in unused condition, with all original labels and packaging intact to qualify for a full refund.
• Products showing signs of use, damage, or missing components may be partially refunded or returned to you at our discretion.
• Final-sale items (e.g., personalised or clearly marked as final sale) are non-returnable unless they arrive faulty.
  
  

4. How to Initiate a Return

1. Email Support: Send your order number, product name(s) and reason for return to support@onlysachi.com within the applicable return window (14 days statutory, 30 days Sachi policy).
2. Manual Arrangement: Our customer care team will reply with step-by-step instructions, including any pre-paid labels for UK/Northern Ireland returns or guidance on cost-effective EU postage.
3. Ship Back: Pack your items securely in original packaging and drop off at the designated carrier or wait for a collection from the courier, we will advise beforehand.
   
   

5. Refunds & Exchanges

• Refund Timing: We process refunds to the original payment method within 14 days of receiving and inspecting returned items.
• Exchanges: If you’d prefer a different scent, size or product, let us know in your return email, exchanges are manually coordinated, with any price difference settled at shipping.
• Faulty or Damaged Goods: If an item arrives faulty or damaged, you’ll receive a full refund, including original and return shipping costs.
  
  

6. Exceptions & Fees

• Hygiene-Sensitive Goods: Unlike undergarments or sealed medical items, our candles, diffusers and wax melts are not hygiene-sensitive and can be returned if unused.
• Late Returns: Returns requested or received after 30 days may be refused.
• Gifts: Gift recipients may choose store credit instead of a refund by emailing support.
  
  

If you have any questions about returns, or need help with an ongoing return, please contact us at support@onlysachi.com. We’re dedicated to making your Sachi experience effortless from purchase through to return.