Terms and conditions

These terms apply when you buy from robinrose.co.uk and when you or your family use a tribute page. Please read them before you order. They don’t affect your legal rights as a consumer.

1. Who we are

Robin & Rose is a trading name of Alex Rose, a sole trader based in England. Our address is 37 Wood Sage Road, Stourport-on-Severn, DY13 8EG. You can contact us at hello@robinrose.co.uk.

2. Ordering

• We sell to customers in the UK, and deliver to UK addresses only.
• When you pay, we email to confirm we’ve received your order. That confirmation is our acceptance, and the contract between us starts then. If we can’t accept your order (for example, an item has sold out), we’ll tell you and refund you in full.
• Prices are shown in pounds and include delivery. The price you pay is the one shown when you order. Any discount code is applied at checkout.
• Payments are handled securely by Stripe. We never see or store your card details.

3. Personalised candles

• The Remembrance Candle is engraved exactly as shown in the design you approve before adding it to your basket, including the spelling, dates, message and the QR code. Please check it carefully: we can only correct mistakes you spot before your slate is engraved, so email us straight away.
• We may decline to engrave anything offensive, unlawful, or that uses someone else’s trademark or creative work without permission. If so, we’ll contact you and refund you if we can’t agree a change.
• Slate is a natural stone, so colour, texture and edges vary from piece to piece, and the engraved shade can vary slightly. These natural differences aren’t a fault.

4. Delivery

Delivery times and details are on our delivery and returns page. The candle is your responsibility once it’s delivered to the address you gave us. If your order hasn’t arrived within 30 days, you can cancel it and we’ll refund you in full.

5. Changing your mind

• The Keepsake Candle: you can cancel within 14 days of the day it’s delivered, without giving a reason. Tell us by email (you can use the wording on our delivery and returns page, but you don’t have to). Send it back unused within 14 days of telling us. We’ll refund the price within 14 days of getting it back, or of you showing us proof you’ve sent it. Return postage is paid by you unless it’s faulty. We may reduce the refund if the candle has been used or damaged beyond what’s needed to look at it, as you would in a shop.
• The Remembrance Candle: because it’s made to your own design, the legal 14-day right to cancel doesn’t apply once you’ve placed your order. If you contact us before we’ve started engraving, we’ll always try to help.

6. If something is wrong

Your candle must be as described, fit for purpose and of satisfactory quality. If it arrives damaged or faulty, or we made a mistake in the engraving, email us with a photo and we’ll replace it free of charge, or refund you if you prefer. Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery, and you have other rights after that. Please tell us within 14 days if you can, so we can put it right quickly.

7. Using your candle safely

Please follow the care and safety card in your box: never leave a burning candle unattended, keep it away from children, pets, draughts and anything that can catch fire, and burn it on its slate on a heat-resistant surface. We aren’t responsible for damage caused by not following those instructions.

8. Tribute pages

• A tribute page comes free with a Remembrance Candle that has a QR code. Anyone with the link or the slate can view it. The person who ordered controls it through a private manage link.
• When you or visitors add photos, videos or memories, you confirm you have the right to share them, and you give us permission to store and show them on that page. You still own them. We never use them for advertising.
• Please be kind. We may remove anything offensive, unlawful, or that breaks someone else’s rights or privacy. The person who ordered can remove memories at any time.
• We keep tribute pages online for as long as Robin & Rose is trading. If that ever changes, we’ll email the person who ordered at least 3 months beforehand, with a way to download everything. We can’t promise the page will never be briefly unavailable.
• How we look after this information is explained in our privacy policy and tribute pages and privacy.

9. Our responsibility to you

We’re responsible for loss or damage you suffer that’s a foreseeable result of us breaking these terms or not taking reasonable care. We’re not responsible for loss that isn’t foreseeable, or for business losses: our candles are for personal use. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for your legal rights as a consumer.

If something outside our control delays your order (for example, severe weather or postal disruption), we’ll let you know and do what we can. If the delay is long, you can cancel and we’ll refund you for anything you haven’t received.

10. Questions and complaints

If you’re unhappy with anything, email hello@robinrose.co.uk and we’ll reply as soon as we can, usually within 2 working days. If we can’t resolve it, you can contact Citizens Advice (citizensadvice.org.uk) for free help.

11. The legal bits

• We may update these terms from time to time. The terms that apply to your order are the ones on this page when you placed it.
• These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts, and the mandatory consumer laws where you live still apply.
• If a court decides part of these terms can’t be enforced, the rest still applies.