Terms of service
About us
Embers & Roots is the trading name of Embers and Roots Limited, a company registered in England and Wales (company number 11324855), whose registered office is Tithe House, Stoney Lane, Woolley, Wakefield, WF4 2LH. You can contact us at hello@embersandroots.com. We make soy wax candles, tealights, wax melts, reed diffusers and room mists by hand in a converted barn in Yorkshire.
These terms apply whenever you buy from us, whether you are a retail customer or a trade (business) customer through our trade section. Where something applies to trade customers only, it is said plainly under "Trade customers" below.
Placing an order
When you place an order with us, you are making an offer to buy, which we accept when we send you an order confirmation. If an item turns out to be out of stock, or is shown at an obviously wrong price, we may cancel that part of your order, in which case we will let you know and refund you in full.
Prices
Our retail prices are shown in pounds sterling. We are not currently VAT registered, so no VAT is added to the prices you see or pay.
Delivery
Delivery costs and timings are set out in our Shipping Policy. If you are a consumer, the goods are our responsibility until they come into your physical possession, or that of someone you have nominated to receive them. For trade customers, risk passes on delivery to the address given.
Our candles and home fragrance are made by hand, and some items are made to order, so they can take a little longer to send. If an item will take longer than our usual dispatch time, we will tell you. If anything is missing from your order, please let us know as soon as you can, ideally within 48 hours of delivery, so we can put it right quickly. This does not affect your statutory rights.
We are not responsible for delays caused by events outside our reasonable control, but we will let you know as soon as we can and keep any delay as short as possible. If the delay is significant, you can contact us to cancel and we will refund you for anything you have paid for and not received.
Your right to cancel and return an order
If you are a consumer, your cancellation and return rights are set out in full in our Refund Policy. That includes your legal right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and, separately and alongside it, our own longer 30-day returns window.
Personalised items
Items that are personalised, engraved or made to your own specification cannot be cancelled or returned once ordered, unless they are faulty or not as described. This is permitted by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for goods made to a customer's specifications.
Faulty goods
If an item you receive is faulty, your rights under the Consumer Rights Act 2015 are set out in our Refund Policy. As the law requires, we cover the cost of returning a faulty item.
Product information
We describe our products as accurately as we can, including fragrance notes, ingredients and any safety information. Colours may vary slightly from photographs, as every candle is hand-poured. Where a product carries required safety information (for example, CLP labelling for fragranced products), that information is printed on the product and, where applicable, shown on the product page.
Trade customers
Our trade section is for retailers and other businesses buying for resale, not for personal use. If you buy through the trade section, you are a business customer, not a consumer, and:
- The consumer cancellation rights described above under "Your right to cancel and return an order" do not apply to your order.
- There is no minimum order to register as a trade customer or to place an order: any product can be ordered as a single unit, and you receive our trade pricing from your first order. Your first trade order of £150 or more of goods receives 10% off. Orders whose goods total, after any discount, is £150 or more qualify for free UK delivery and for in-store testers and complimentary fragrance samples, as set out on our trade pages. Delivery for other orders is charged at the rate shown at checkout.
- Trade prices are shown to you without VAT being added, because we are not currently VAT registered.
- Payment for trade orders is taken at checkout; we do not currently offer payment on account or net payment terms.
- New trade accounts are reviewed before they can order.
Our liability
Nothing in these terms limits our liability for anything which cannot be limited or excluded by law, including death or personal injury caused by our negligence, or fraud. Subject to that, we are not liable for losses that were not reasonably foreseeable to both of us when your contract was formed.
Complaints
We aim to resolve any problem quickly and fairly. Please contact us in the first instance at hello@embersandroots.com. We aim to reply within two working days.
Changes to these terms
We may update these terms from time to time, for example to reflect changes in the law or in how we run our business. The terms that applied when you placed your order will govern that order.
Governing law
These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you may also be able to bring a claim in the courts of the country you live in. This does not affect any mandatory consumer protections of the country you live in.