Term & Conditions

Last updated: 20 August 2026

Welcome to Sarfy Creations.

These Terms & Conditions govern purchases made through sarfycreations.com and the use of our online store. They explain the terms that apply when you order products from us.

Please read these Terms & Conditions carefully before placing an order. By submitting an order through our website, you confirm that you have read and accepted these terms.

Nothing in these Terms & Conditions limits or excludes any mandatory rights you may have under Belgian or applicable European Union consumer law.

1. About Sarfy Creations

Sarfy Creations is a Belgium-based business specialising in handmade candles, personalised candles and other handcrafted products.

Business name: Sarfy Creations
Enterprise number: 1027.264.147
VAT number: BE 1027.264.147
Business address: Bree, Belgium
Website: sarfycreations.com
General enquiries: info@sarfycreations.com
Customer support: support@sarfycreations.com
Telephone: +32 492 980 072

Customer Service Hours

Monday–Friday: 09:00–17:00
Saturday–Sunday: 09:00–14:00

Messages received outside these hours will normally be handled during the next available customer service period.

2. Scope of These Terms

These Terms & Conditions apply to consumer purchases made through sarfycreations.com.

Additional policies available on our website also form part of the conditions applicable to your purchase, including our:

Shipping & Delivery Policy
Returns & Refunds Policy
Privacy Policy
Cookie Policy

If any provision of these Terms & Conditions conflicts with a mandatory consumer right under applicable law, the mandatory legal right will prevail.

3. Our Products

Sarfy Creations specialises in handmade products.

Because many of our products are individually handcrafted, there may be slight variations between one product and another.

These may include minor differences in:

colour;
shade;
texture;
finish;
positioning of decorative elements;
wax appearance;
handmade details; or
other characteristics resulting naturally from the production process.

Reasonable variations of this nature are part of the character of handmade products and do not necessarily constitute defects.

We make reasonable efforts to ensure that product photographs, descriptions, dimensions and other information on our website are accurate.

However, colours may appear differently depending on your screen, device settings, lighting or display technology.

4. Product Availability

All products are subject to availability.

Placing a product in your shopping basket does not reserve that product.

In the unlikely event that a product becomes unavailable after you place an order, we will contact you as soon as reasonably possible.

Depending on the circumstances, we may offer:

a suitable alternative;
a revised production or delivery timeframe; or
a refund for the unavailable item.

We will not materially substitute a product without your agreement.

5. Prices

All prices displayed on sarfycreations.com are shown in euros (€) unless otherwise stated.

Prices displayed to consumers include applicable VAT where required.

Any applicable:

delivery charges;
discounts;
promotional reductions; and
other charges

will be shown during checkout before you complete your purchase.

The total amount payable will be displayed before the order is submitted.

6. Pricing Errors

We take reasonable care to ensure that prices displayed on our website are correct.

However, obvious pricing, technical or typographical errors may occasionally occur.

If we discover an obvious error affecting your order, we may contact you before processing the order and provide the correct information.

You will then have the opportunity to:

proceed with the corrected order; or
cancel the affected item or order.

If an order is cancelled after payment has already been received, the applicable amount will be refunded.

7. Placing an Order

To place an order, you must provide the information requested during checkout and complete the required payment process.

Before submitting your order, you are responsible for checking that:

the products are correct;
quantities are correct;
personalisation details are correct;
billing information is correct;
delivery information is correct; and
your contact details are accurate.

After your order is submitted, you should receive an electronic order confirmation.

The confirmation acknowledges that we have received your order.

8. Acceptance of Orders

We reserve the right to refuse or cancel an order where there is a legitimate reason to do so.

This may include situations where:

payment cannot be authorised;
a product is unavailable;
an obvious pricing or technical error has occurred;
we reasonably suspect fraud or misuse;
the requested personalisation cannot reasonably be produced;
the order contains incomplete or invalid information;
delivery cannot reasonably be made to the address provided; or
fulfilling the order would require us to breach applicable law.

If we cancel an order after receiving payment, the applicable amount will be refunded.

9. Payment

Payments on sarfycreations.com are processed using secure third-party payment providers, including Mollie and Stripe.

The payment methods available to you may depend on:

your country;
currency;
device;
payment provider;
payment method availability; or
other checkout conditions.

The payment methods currently available will be displayed during checkout.

Payment must normally be successfully authorised before we begin processing your order.

10. Payment Security

Payment information is processed through the relevant payment provider.

Sarfy Creations does not ordinarily receive or store your complete debit or credit card details.

Mollie and Stripe may process information required to:

complete your payment;
authenticate transactions;
prevent fraud;
manage refunds; and
comply with legal or regulatory obligations.

For more information about how personal data is handled, please see our Privacy Policy.

11. Personalised and Custom-Made Products

Sarfy Creations offers products that may be personalised, customised or made according to individual customer specifications.

Personalisation may include, for example:

names;
dates;
messages;
personalised labels;
custom wording;
event information;
customer-provided artwork;
colours or specifications selected specifically for an individual order;
bespoke designs; or
other individually requested modifications.

You are responsible for checking all personalisation information carefully before submitting your order.

This includes checking:

spelling;
names;
dates;
punctuation;
wording;
numbers;
artwork; and
other specifications supplied by you.

Sarfy Creations cannot be held responsible for errors that accurately reproduce incorrect information supplied or approved by the customer.

12. Changes to Personalised Orders

If you need to change personalisation details after placing an order, contact us immediately at:

support@sarfycreations.com

We will try to accommodate your request where reasonably possible.

However, once production or personalisation has started, changes may no longer be possible.

Where a requested change can still be made but results in additional production costs, we will inform you before proceeding.

13. Cancellation and Personalised Products

Under EU consumer rules, the ordinary statutory right of withdrawal does not generally apply to goods that are made according to the consumer’s specifications or are clearly personalised.

This means a genuinely personalised or custom-made product may not be eligible for a change-of-mind return.

This exception applies because the product was made specifically for you.

A product is not automatically non-returnable simply because it is handmade.

Standard handmade products that have not been made to an individual customer’s specifications remain subject to applicable consumer rights.

The personalised-product exception also does not remove your legal rights where a product is:

defective;
damaged;
incorrectly produced;
not as ordered; or
otherwise not in conformity with the sales contract.

Please see our Returns & Refunds Policy for full details.

14. Shipping and Delivery

Orders are prepared and shipped from Belgium.

Sarfy Creations uses Sendcloud to manage shipping and delivery services.

Depending on the destination, selected shipping option and availability, parcels may be transported by carriers including:

bpost;
Mondial Relay;
DHL;
PostNL; and
DPD.

Available shipping methods, delivery charges and applicable options will be displayed during checkout where relevant.

Full information concerning:

processing times;
shipping destinations;
delivery estimates;
tracking;
missed deliveries;
incorrect addresses;
returned parcels;
delayed parcels;
lost parcels; and
damaged deliveries

is available in our Shipping & Delivery Policy.

15. Delivery Information Provided by the Customer

You are responsible for providing complete and accurate delivery information.

Please ensure that your:

recipient name;
street address;
house number;
apartment or unit number where applicable;
postal code;
city;
country;
email address; and
telephone number

are correct before completing checkout.

If you notice an error after placing an order, contact support@sarfycreations.com as quickly as possible.

We cannot guarantee that an address can be changed after an order has entered the fulfilment or shipping process.

16. Right of Withdrawal

Consumers purchasing eligible products online generally have the right to withdraw from the purchase within 14 calendar days without giving a reason.

For goods, the withdrawal period generally begins when the consumer, or a person nominated by the consumer other than the carrier, receives the goods.

Exceptions apply under applicable law, including for certain products made to the customer’s specifications or clearly personalised.

The complete procedure, conditions, return costs and refund rules are explained in our Returns & Refunds Policy.

17. Legal Guarantee

Your right to change your mind is separate from your rights when a product is defective or does not conform to what was agreed.

Consumers purchasing new consumer goods in Belgium are generally protected by a two-year legal guarantee for lack of conformity.

Where a product is legally defective or does not conform to the contract, applicable remedies may include, depending on the circumstances:

repair;
replacement;
an appropriate price reduction; or
termination of the contract and refund.

Any rights provided by the legal guarantee apply regardless of whether they are repeated elsewhere in these Terms & Conditions.

18. Damaged, Incorrect or Defective Products

If your order arrives damaged, contains the wrong product, is incomplete or appears defective, please contact:

support@sarfycreations.com

Please provide your order number and a clear explanation of the problem.

Where useful, we may ask you to provide photographs of:

the affected product;
the packaging;
the shipping box; or
another relevant part of the order.

Photographs may help us investigate the issue with the courier, Sendcloud or our production process.

Requesting photographs does not remove any statutory consumer rights you may have.

Please see our Returns & Refunds Policy for additional information.

19. Candle Safety and Proper Use

Candles involve an open flame and must be used responsibly.

Always follow the safety information supplied with the product.

Unless otherwise stated for a specific product:

never leave a burning candle unattended;
keep candles out of reach of children and pets;
keep burning candles away from curtains, paper and other flammable materials;
place candles on a stable and heat-resistant surface;
keep burning candles away from draughts;
keep sufficient space between multiple burning candles;
do not move a candle while the wax is hot or liquid;
do not touch hot containers;
keep the candle and surrounding area free from debris; and
discontinue use when continuing to burn the candle would be unsafe.

Customers are responsible for using products in accordance with the supplied safety instructions and their intended purpose.

Nothing in this section limits liability that cannot legally be excluded.

20. Promotions and Discount Codes

From time to time, Sarfy Creations may offer:

promotional prices;
discount codes;
free-shipping offers;
seasonal promotions; or
other special offers.

Unless otherwise stated:

promotions cannot be exchanged for cash;
discount codes must be entered before the order is completed;
discounts cannot normally be added retrospectively;
multiple promotional codes may not be combined;
promotions may have specific eligibility conditions; and
promotional offers may have an expiry date.

Any specific conditions displayed with a promotion will form part of that offer.

Statutory consumer rights remain unaffected.

21. Gift Cards and Vouchers

If gift cards, vouchers or store credit are offered through sarfycreations.com, any specific terms applicable to them will be displayed when they are purchased or issued.

Gift cards and vouchers cannot be exchanged for cash except where required by law.

22. Product Care

Customers should follow any product-specific care, storage and usage instructions supplied with their order.

Candles should generally be stored:

away from excessive heat;
away from direct sunlight;
in a dry environment; and
away from children and pets.

Failure to follow reasonable product-care or safety instructions may affect the performance or appearance of the product.

23. Website Information

We make reasonable efforts to keep sarfycreations.com accurate, secure and available.

However, we cannot guarantee that the website will always operate without:

interruptions;
technical errors;
temporary outages; or
maintenance periods.

We may update, suspend or modify parts of the website where reasonably necessary for maintenance, security, operational or technical reasons.

24. Website Translation

The original working language of sarfycreations.com is English.

Translation tools may be provided to make our website more accessible to customers who prefer other languages.

Where automated translation is used, occasional translation inaccuracies may occur.

If you are uncertain about important product, order or policy information displayed through an automated translation, please contact us at:

info@sarfycreations.com

Nothing in this section reduces any mandatory information or consumer rights that must be provided under applicable law.

25. Intellectual Property

Unless otherwise stated, the content available on sarfycreations.com is owned by, licensed to or used with permission by Sarfy Creations.

This may include:

the Sarfy Creations name;
logos;
branding;
photographs;
product photographs;
product designs;
graphics;
written content;
illustrations;
website layouts; and
other original materials.

You may use the website for personal, non-commercial shopping purposes.

You may not reproduce, copy, commercially distribute, republish or exploit protected content without permission except where permitted by law.

26. Customer-Provided Content

Where you provide text, photographs, artwork, logos or other materials for a personalised order, you confirm that you have the necessary rights or permission to use those materials for the requested purpose.

You must not submit material that:

infringes another person’s intellectual property rights;
is unlawful;
is fraudulent;
is defamatory;
is discriminatory;
contains illegal content; or
would cause Sarfy Creations to breach applicable law.

We may refuse a customisation request where there is a legitimate legal, safety or operational reason to do so.

27. Privacy

Personal information collected through sarfycreations.com is processed in accordance with our Privacy Policy.

In operating the store and fulfilling orders, information may need to be processed by service providers including, where applicable:

WooCommerce-related services;
website and hosting providers;
Sendcloud;
delivery carriers;
Mollie;
Stripe; and
other providers necessary to operate the website or fulfil your order.

We do not sell customer personal information.

Please read our Privacy Policy for full details.

28. Cookies

Sarfycreations.com uses cookies and similar technologies for functions such as:

shopping-cart operation;
checkout;
security;
user preferences;
language preferences; and
other website functionality.

Non-essential cookies will be handled in accordance with applicable consent requirements.

Please see our Cookie Policy and cookie preference controls for further information.

29. Events Outside Our Reasonable Control

There may be circumstances outside our reasonable control that affect our ability to process or deliver an order.

Examples may include:

severe weather;
major transport disruption;
strikes;
widespread carrier disruption;
power or telecommunications failures;
natural disasters;
governmental restrictions; or
other exceptional events beyond our reasonable control.

Where such an event affects your order, we will make reasonable efforts to keep you informed and minimise disruption.

This provision does not remove any mandatory consumer rights concerning delivery, cancellation or refunds.

30. Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be prohibited by law.

In particular, nothing in these terms limits your mandatory rights as a consumer.

To the extent permitted by applicable law, Sarfy Creations is not responsible for losses caused by:

improper use of a product;
failure to follow product or candle safety instructions;
unauthorised alteration of a product;
inaccurate information supplied by the customer for personalisation; or
circumstances that could not reasonably have been prevented by Sarfy Creations.

31. Complaints

If you have a complaint about an order, product, payment, delivery or service, please contact us so that we can try to resolve the matter directly.

Customer support: support@sarfycreations.com
Telephone: +32 492 980 072

Please include your order number where applicable and enough information for us to understand the issue.

We aim to respond during our normal customer service hours.

32. Consumer Mediation

If you are a consumer and we are unable to resolve a dispute directly, you may be entitled to seek assistance from an appropriate consumer dispute-resolution or mediation service.

For eligible disputes in Belgium, consumers may contact the Consumer Mediation Service.

Using an alternative dispute-resolution service does not prevent you from exercising any rights you may have before the competent courts.

33. Applicable Law

These Terms & Conditions are governed by Belgian law.

If you are a consumer residing in another EU Member State, this choice of law does not deprive you of mandatory consumer protections that apply to you under the law of your country of residence.

34. Severability

If any part of these Terms & Conditions is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

35. Changes to These Terms & Conditions

We may update these Terms & Conditions from time to time to reflect changes in:

our products;
website functionality;
business operations;
payment or shipping services; or
applicable legal requirements.

The current version will be published on sarfycreations.com together with its latest revision date.

For an order already placed, the terms applicable at the time of that order will normally continue to govern that purchase, subject to mandatory law.

36. Contact Information

If you have any questions about these Terms & Conditions, please contact us.

Sarfy Creations
Bree
Belgium

Enterprise number: 1027.264.147
VAT number: BE 1027.264.147

General enquiries: info@sarfycreations.com
Customer support: support@sarfycreations.com
Telephone: +32 492 980 072

Customer Service Hours

Monday–Friday: 09:00–17:00
Saturday–Sunday: 09:00–14:00