Terms of service

Last updated: 31 May 2026

These Terms of Service ("Terms") apply to your use of the Glow Haven website and to any orders you place with us through this website. Glow Haven ("we", "us", "our") is a UK-based business selling handmade wax melts and related home fragrance products.

Please read these Terms carefully before using our website or placing an order. By accessing our website or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use our website.

Where you purchase our products through a marketplace such as Etsy, eBay, or Amazon Handmade, the terms and policies of that marketplace will also apply to your purchase, alongside our own product information and safety guidance.

About Us

Glow Haven is a sole trader business based in the United Kingdom. Our contact details are set out at the end of these Terms. Nothing in these Terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Eligibility

By placing an order, you confirm that you are at least 18 years old, or that you have permission from a parent or guardian, and that you are legally able to enter into a contract with us.

Products

We make every effort to display our products, including their colours, scents, and appearance, as accurately as possible. As our wax melts are handmade in small batches, slight variations in colour, finish, and scent strength are normal and are not faults. Images are for illustration only.

Scent perception is subjective and can be affected by factors such as room size, warmer type, and personal sensitivity. We cannot guarantee that a fragrance will be perceived in the same way by every person.

All products are subject to availability. We may change or discontinue products at any time.

Pricing and Payment

Prices are shown in pounds sterling (GBP) and include VAT where applicable. We reserve the right to change prices at any time, but changes will not affect orders we have already accepted.

We make every effort to ensure prices are correct, but if we discover an error in the price of products you have ordered, we will contact you to ask whether you wish to continue at the correct price or cancel the order.

Payment is taken at the time of ordering through our payment providers. We do not store your full payment card details.

Orders and Contract

After you place an order, you will receive an acknowledgement confirming we have received it. This acknowledgement does not mean your order has been accepted. A contract between us is formed only when we send you confirmation that your order has been dispatched.

We reserve the right to refuse or cancel any order, for example where products are unavailable, where there has been a pricing or description error, or where we suspect fraudulent activity. If we cancel an order you have paid for, we will refund you in full.

Delivery

We will aim to dispatch and deliver your order within the timeframes set out on our website or at checkout. Delivery times are estimates and are not guaranteed. Once your order has been handed to the courier, delivery is subject to the courier's own timescales.

Risk in the products passes to you on delivery. For full details, please see our Shipping Policy.

Cancellations, Returns and Refunds

If you are a consumer in the UK, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to the exceptions below. To cancel, please contact us using the details at the end of these Terms.

Where you cancel under these rights, you must return the goods to us, and we will refund the price of the goods and the standard delivery cost within 14 days of receiving the goods back or proof that you have sent them. You are responsible for the cost of returning the goods unless they are faulty or not as described.

For hygiene and safety reasons, certain products may be exempt from the right to cancel once unsealed or used. Any such exceptions will be made clear at the point of sale. This does not affect your rights in respect of faulty or misdescribed goods.

If your goods are faulty, damaged, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact us as soon as possible so we can put it right. For full details, please see our Return and Refund Policy.

Product Safety and Use

Our wax melts are intended to be melted using a suitable wax melt warmer in line with the safety information and labelling provided with the product. You must read and follow all safety instructions and warnings, including the CLP safety information on the product labelling.

Wax melts are not food and must not be eaten. They should be kept out of reach of children and pets. Never leave a lit or operating warmer unattended, never add water to your warmer, and keep melted wax away from skin, fabrics, and flammable materials.

We are not liable for damage, injury, or loss arising from misuse of our products or from failure to follow the safety instructions provided. This does not limit our liability for death or personal injury caused by our negligence, or for any other liability that cannot be excluded under law.

Intellectual Property

All content on our website, including text, images, logos, branding, product descriptions, and design, is owned by or licensed to Glow Haven and is protected by intellectual property laws. You may not copy, reproduce, or use our content for commercial purposes without our written permission.

Acceptable Use

You agree to use our website lawfully and not to misuse it, including by attempting to gain unauthorised access, introducing malicious code, or interfering with its operation. We may suspend or restrict access to our website where we reasonably believe it is being misused.

Reviews and Submissions

If you submit reviews, photographs, or other content to us or through our website or social media, you grant us a non-exclusive, royalty-free licence to use that content in connection with our business, including for marketing. You confirm that any content you submit is your own and does not infringe the rights of others.

Our Liability

We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, for fraud, or for breach of your statutory rights as a consumer.

Subject to the above, we are not liable for losses that were not foreseeable, that were not caused by our breach, or that arise from your failure to follow the product safety instructions or these Terms.

Events Outside Our Control

We are not responsible for any failure or delay in performing our obligations where this is caused by events outside our reasonable control, including supply or delivery delays, extreme weather, or other circumstances beyond our control. We will take reasonable steps to minimise any delay.

Changes to These Terms

We may update these Terms from time to time. The version that applies to your order is the one in effect at the time you place it. Any changes will be posted on this page with the date updated accordingly.

Governing Law

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live elsewhere in the UK, you may bring proceedings in your local courts.

Contact Us

If you have questions about these Terms or your order, please contact us:

Email: info@glowhaven-home.co.uk
Business name: Glow Haven - Home
Address: Bolton, Bolton, BL3 1HY, UK