Refund policy

Returns

You may return any unused item in its original packaging within 30 days of delivery for a refund of the item price. Start a return by emailing hello@rtlapse.com with your order number.

Return postage is the customer's responsibility unless the item arrived damaged, faulty, or was not what the listing described. In those cases we cover it.

Damaged in transit

Send one photograph of the item and the outer box to hello@rtlapse.com within 30 days of delivery and we will send a replacement free of charge. You do not need to return the damaged piece. If a replacement is unavailable you receive a full refund.

Wrong or misdescribed item

If what arrived does not match the listing — wrong quantity, wrong colourway, different dimensions — we cover return postage and either replace it or refund you in full, whichever you prefer.

Items we cannot accept back

Used candles and incense, and any item returned without its original packaging or damaged by the customer.

Refunds

Refunds are issued to the original payment method within 5 business days of the return arriving with us, or of a damage claim being approved. Your bank may take a further few days to show it.

Cancellations

Email us within 12 hours of ordering and we can usually stop the parcel before dispatch. After dispatch, treat it as a return.

Statutory rights

Nothing here limits your rights under the consumer law of your country. UK and EU customers additionally have a 14-day right of withdrawal which runs alongside — not instead of — the 30 days above.