HANDCRAFTED IN BELGIUM • WORLDWIDE DELIVERY PERSONALISED CANDLES FOR LIFE'S SPECIAL MOMENTS
Returns & Refunds
Last updated: 20 August 2026
At Sarfy Creations, we want you to be happy with your purchase.
This Returns & Refunds Policy explains your rights when you change your mind, how to return an eligible product, how refunds are processed, and what happens if an order arrives damaged, defective, incomplete or incorrect.
Nothing in this policy limits any mandatory consumer rights available to you under Belgian, European Union or other applicable consumer law.
1. Change-of-Mind Returns
If you are a consumer in the European Union and purchase an eligible product online, you generally have the right to withdraw from your purchase within 14 calendar days without giving a reason.
For goods, the 14-day withdrawal period generally begins on the day after you, or a person nominated by you other than the carrier, receives the goods.
If an order contains several products delivered separately, the withdrawal period may begin when the final item is received, where applicable under consumer law.
Certain products are excluded from the statutory right of withdrawal. Please see the Personalised & Custom-Made Products section below.
2. Customers Outside the European Union
Sarfy Creations ships internationally.
Consumer return and cancellation rights may differ depending on the country in which you live.
Where local law provides you with mandatory cancellation, return, refund or guarantee rights, Sarfy Creations will respect those rights.
If you are outside the European Union and wish to return a non-defective product, please contact:
before sending anything back.
We will confirm the options applicable to your order and destination.
3. How to Exercise Your Right of Withdrawal
If you wish to withdraw from an eligible purchase, you must clearly inform us of your decision before the applicable withdrawal period expires.
You can contact us at:
Please provide:
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your full name;
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your order number;
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the product or products you wish to return;
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your email address; and
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a clear statement that you wish to withdraw from the purchase.
You do not need to provide a reason for exercising a statutory right of withdrawal.
You do not need a return authorisation number in order to exercise a statutory withdrawal right.
4. Online Withdrawal
Where applicable to an order placed through sarfycreations.com, customers may also exercise their right of withdrawal using the online withdrawal function provided on our website.
Online withdrawal:
[Withdraw from Contract Here]
The online function will allow you to identify your order and confirm your decision to withdraw.
After an online withdrawal request is successfully submitted, an acknowledgement will be sent electronically without undue delay.
Using the online withdrawal function is an additional option. It does not prevent you from exercising your withdrawal right by another legally permitted clear statement.
5. Returning Your Products
After informing us that you wish to withdraw from an eligible purchase, you must return the goods without undue delay and, where the EU statutory withdrawal right applies, no later than 14 days after informing us of your decision to withdraw.
Returns should be sent to:
Sarfy Creations
Bree
Belgium
Before sending an international return, please contact:
so that we can provide the appropriate return instructions.
Do not send returns directly to Sendcloud, a courier depot or a parcel collection point unless we specifically instruct you to do so.
6. Return Shipping Costs
For an ordinary change-of-mind return under the EU right of withdrawal, the customer is responsible for the direct cost of returning the goods, unless Sarfy Creations has expressly agreed to pay the return cost.
We recommend using a reliable return method with:
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proof of postage; and
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tracking where reasonably available.
The customer remains responsible for packaging the product appropriately for its return journey.
If a product must be returned because it is defective, damaged, incorrect or otherwise not in conformity with the order, Sarfy Creations will bear the necessary return costs where required by applicable law.
7. Condition of Returned Products
You may inspect an eligible product to determine its nature, characteristics and suitability in a manner similar to what would reasonably be possible in a physical shop.
You may be responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to inspect it.
Where possible, returned products should include:
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the product itself;
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any accessories supplied with it;
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labels or accompanying materials; and
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the original packaging.
The absence of original packaging does not automatically remove a statutory withdrawal right, but products should be packaged securely to prevent damage during return shipping.
8. Used or Burned Candles
Candles may be visually inspected without being burned.
Lighting or burning a candle goes beyond what is normally necessary simply to inspect its appearance, characteristics or condition.
Where an eligible returned candle has been burned, used, altered or otherwise handled beyond what is reasonably necessary for inspection, Sarfy Creations may be entitled to account for any resulting reduction in value in accordance with applicable law.
This does not affect your rights where a candle is defective or does not conform to what was ordered.
9. Refunds After Withdrawal
When a valid statutory right of withdrawal is exercised, Sarfy Creations will reimburse the payments required by applicable law.
For EU statutory withdrawals, this generally includes:
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the price paid for the returned product; and
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the cost of the least expensive standard delivery method originally offered for the order, where applicable.
If you selected a more expensive delivery method, such as express or premium shipping, we are not required to refund the additional cost above our least expensive standard delivery option.
10. When Refunds Are Processed
Where the EU statutory withdrawal right applies, reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.
For sales of goods, we may withhold reimbursement until:
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we receive the returned goods; or
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you provide evidence that the goods have been sent back,
whichever occurs first.
Once the applicable return requirements have been satisfied, we will process the refund through the relevant payment provider.
11. Refund Method
Refunds will normally be issued using the same payment method used for the original purchase, unless another method has been expressly agreed.
Payments and refunds may be processed through providers including:
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Mollie; and
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Stripe.
After Sarfy Creations processes a refund, additional time may be required for the payment provider, bank or card issuer to make the refunded amount available to you.
Processing times after a refund is issued are controlled by the relevant financial institution and may vary.
12. Personalised & Custom-Made Products
Some Sarfy Creations products are made specifically for individual customers.
These may include products containing:
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a customer’s name;
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a personalised message;
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custom wording;
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personalised labels;
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event details;
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customer-provided artwork;
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bespoke designs;
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custom specifications; or
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other individual modifications requested by the customer.
Under applicable EU consumer law, the statutory right of withdrawal does not generally apply to goods that are made to the consumer’s specifications or clearly personalised.
This means genuinely personalised or custom-made products are normally not eligible for a change-of-mind return.
13. Handmade Does Not Automatically Mean Non-Returnable
Many Sarfy Creations products are handmade.
A product being handmade does not, by itself, mean that it is excluded from the right of withdrawal.
A standard handmade candle or product that was not specifically made or personalised for an individual customer remains subject to the normal withdrawal rules where those rules apply.
The exception applies to products made specifically to a customer’s individual specifications or clearly personalised.
14. Errors in Personalised Orders
Customers are responsible for checking all personalisation details before placing an order.
This includes:
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names;
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spelling;
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dates;
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messages;
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punctuation;
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colours;
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numbers;
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artwork; and
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other information submitted or approved by the customer.
If a personalised product accurately reflects incorrect information supplied or approved by the customer, this will not normally be considered a production error by Sarfy Creations.
If Sarfy Creations makes an error and the personalised product does not match the information you correctly supplied or approved, please contact us.
We will arrange an appropriate remedy at no additional cost to you.
15. Cancelling or Changing a Personalised Order
If you need to change or cancel a personalised order, contact us immediately at:
If production has not started, we may be able to modify or cancel the order.
Once production or personalisation has begun, changes or cancellation may no longer be possible.
We recommend carefully reviewing all personalisation information before completing checkout.
16. Damaged Products
If your product arrives damaged, please contact us as soon as reasonably possible at:
Please include:
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your order number;
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a description of the damage;
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clear photographs of the damaged product; and
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photographs of the shipping packaging where relevant.
Photographs help us identify what happened and, where necessary, submit a claim to Sendcloud or the delivery carrier.
Requesting photographs does not remove any statutory rights you may have.
Once the issue has been assessed, we will provide an appropriate remedy in accordance with applicable consumer law.
17. Incorrect Products
If you receive a product different from what you ordered, contact:
Please provide your order number and details of the incorrect item.
Where Sarfy Creations made the error, we will arrange an appropriate solution without charging you additional shipping costs.
Depending on the circumstances, this may include:
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sending the correct product;
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replacing the incorrect product; or
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issuing an appropriate refund.
18. Missing Items
If an item shown on your order confirmation is missing from your parcel, please contact:
Provide:
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your order number;
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details of the missing item; and
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any other relevant information.
We will check the order and arrange an appropriate solution where the item should have been included.
19. Defective Products
The right to return a product because you changed your mind is different from your legal rights when a product is defective.
If you believe a product is defective, please contact:
and explain the problem.
Where useful, please include photographs showing the issue.
A product may be considered non-conforming where, for example, it:
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does not match the agreed description;
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does not have characteristics that were promised;
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cannot reasonably be used for its intended purpose;
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was supplied incorrectly; or
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has another defect covered by applicable consumer law.
Normal characteristics of handmade production, as explained in our Terms & Conditions, do not automatically constitute defects.
20. Legal Guarantee
Consumers purchasing new goods in Belgium generally benefit from a two-year legal guarantee for lack of conformity.
This legal guarantee is separate from the 14-day change-of-mind withdrawal right.
Where a product is covered by the legal guarantee and is not in conformity with the sales contract, remedies may include, depending on the circumstances and applicable law:
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repair;
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replacement;
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an appropriate price reduction; or
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termination of the contract and refund.
A personalised product is still protected by applicable legal guarantee rights if it is defective or does not match the agreed personalisation.
Personalisation does not remove your rights concerning defective or incorrectly supplied goods.
21. Return Costs for Defective or Incorrect Products
Where a product has to be returned because it is legally defective, damaged, incorrectly supplied or otherwise not in conformity with the contract, Sarfy Creations will bear the necessary return costs where required by applicable consumer law.
Please contact us before arranging the return, so that we can provide the appropriate return instructions.
Do not purchase an unnecessarily expensive return service without first contacting us unless immediate action is reasonably necessary.
22. Fragrance, Colour & Handmade Variations
Our candles and other products are handmade.
Minor differences may occur in:
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colour;
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shade;
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texture;
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wax appearance;
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finish;
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decorative positioning; and
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other handmade characteristics.
Such reasonable variations are part of the nature of handcrafted production and are not automatically defects.
Fragrance perception can also differ from person to person.
Simply preferring a different fragrance after receiving an accurately described product will generally be treated as a change-of-mind matter rather than a defect.
Your rights remain unaffected where a product was materially misdescribed or does not correspond to what was agreed.
23. Products Damaged During a Return
Customers are responsible for packaging change-of-mind returns appropriately.
Please use packaging suitable to protect fragile candle products during transportation.
If a product loses value because it was inadequately packaged for return or because of handling beyond what was reasonably necessary to inspect it, this may be taken into account where permitted by applicable law.
This provision does not affect cases where the product was already damaged or defective when delivered.
24. International Returns
For returns from outside Belgium, especially from outside the European Union, please contact:
before shipping the product.
We may provide specific return instructions to reduce the risk of:
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customs delays;
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incorrect customs declarations;
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unnecessary import charges; or
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the parcel being refused or returned.
Customers are responsible for direct return shipping costs for ordinary change-of-mind returns unless Sarfy Creations has agreed otherwise or applicable law requires otherwise.
Where a product is defective or incorrectly supplied, the appropriate return arrangements will be provided.
25. Orders Returned Because of Failed Delivery
If an order is returned to Sarfy Creations because:
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the delivery address supplied by the customer was incorrect or incomplete;
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the parcel was not collected;
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required customs procedures were not completed; or
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delivery could not be completed for another reason attributable to the recipient,
please contact us at:
If you request redelivery, you may be required to pay the actual cost of shipping the parcel again.
This does not apply where the delivery failure was caused by Sarfy Creations or another circumstance for which the customer is not responsible.
For more information, please see our Shipping & Delivery Policy.
26. Original Shipping Costs
Where an EU consumer validly withdraws from an entire eligible order under the statutory withdrawal right, we will refund the cost of our least expensive standard outbound delivery method as required by law.
Additional charges resulting from choosing a more expensive delivery option are not required to be refunded.
Where only part of an order is returned, the amount of any outbound shipping refund will depend on the circumstances and applicable law.
Return postage is separate from the original outbound shipping charge.
27. Promotional & Free-Shipping Orders
Receiving free shipping or using a discount code does not remove your statutory consumer rights.
If you return an eligible product purchased during a promotion, your refund will be based on the amount actually paid for that product, subject to applicable consumer law.
Any adjustment involving a promotion will be handled fairly and in accordance with the terms of the promotion and mandatory consumer rights.
28. Exchanges
Where possible, we may be able to arrange an exchange for certain standard products.
Please contact:
before returning a product for exchange.
Availability cannot be guaranteed.
For an ordinary change-of-mind exchange, the customer may be responsible for applicable return and new delivery costs.
Your statutory rights concerning defective or incorrectly supplied products are unaffected.
29. Complaints
If you are unhappy with:
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a product;
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order;
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delivery;
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return;
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refund;
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payment; or
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customer service experience,
please contact us so that we can investigate and try to resolve the matter directly.
Customer support: support@sarfycreations.com
Telephone: +32 492 980 072
Please provide your order number where applicable and enough information for us to understand the issue.
30. Model Withdrawal Form
You may use the following form if you wish to exercise an applicable statutory right of withdrawal.
You are not required to use this form if you communicate your decision to withdraw through another legally valid clear statement.
Withdrawal Form
To:
Sarfy Creations
Bree
Belgium
Email: support@sarfycreations.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Email address:
Date:
Signature:
Only required if this form is submitted on paper.
31. Contact Us
For all questions concerning:
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returns;
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refunds;
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withdrawals;
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exchanges;
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damaged products;
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defective products;
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incorrect orders;
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missing items; or
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complaints,
please contact:
Telephone: +32 492 980 072
Customer Service Hours
Monday–Friday: 09:00–17:00
Saturday–Sunday: 09:00–14:00
Messages received outside our customer service hours will normally be handled during the next available service period.
Sarfy Creations
Bree
Belgium
Website: sarfycreations.com
General enquiries: info@sarfycreations.com
Customer support: support@sarfycreations.com