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Privacy Policy


Detailed below is (the ‘website’) privacy policy. The website is owned and operated by Roze Candles.

By accessing and using this website and/or registering with you are agreeing and consenting to be bound by the practices detailed in this policy, which may be amended from time to time in accordance with any changes to our information collection/practices or regulatory requirements. Any new policy will automatically take effect once published on the website.

Your privacy and security are taken very seriously, so we ensure that any and all of your personal information collected is treated in accordance with the applicable data protection laws in the UK.  The below sets out the basis on which any personal data we obtain from you, or that you provide to use, will be processed by us.

Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

Data Collection

We obtain information from you when you type in your personal details (i.e. when placing an order or making an enquiry etc.). We also collect data automatically as you use our website.

The information we collect from you is dependent on the activities you are carrying out on our website. We may collect the following data from you:

  • Your contact details – required to fulfil purchases e.g. name, address, telephone number and email addresses.
  • Your purchase information e.g. credit card details – exclusively processed by our payments gateway Sage Pay and PayPal (Terms & Conditions ‘Security Policy’)
  • Any recent online activity on our website, related to products/transactions even if they have not been completed – including and not limited to duration of visit, products viewed/searched, basket abandonments – as well as information from cookies.
  • We may sometimes ask you to take part in surveys that we use for research purposes, to improve customer experience – although you are not obliged to respond to them.

The main purposes for collecting and storing certain personal information are as follows:

  • Order processing
  • Product delivery
  • Payment authorisation and billing
  • Product promotions/offers
  • Website improvements

You can view and change your personal details held by us by logging in to your account, if you have made one. You may also contact us directly to find out this information. We will contact you with marketing content where relevant. If at any time you wish to stop receiving our newsletter, you can click the unsubscribe link included in the footer of every email campaign sent. Alternatively, you can contact us directly at to request removal.

Third Party

We will never sell your personal information onto third parties, but we do share customer information with third parties to fulfil orders and improve our services as detailed below:

  • Courier Service in order to fulfil purchase deliveries.
  • Sage Pay and PayPal to process and authorise card payments, completing orders securely.
  • Mailchimp to maintain our newsletter subscribers and generate purposeful marketing content.

By purchasing on the website, you are consenting to Roze Candles sharing the necessary personal information with these third parties to process your order as stated, to banks, credit card companies and couriers. Some of these selected third parties may be in countries outside of the United Kingdom.

In order to protect against fraudulent use of credit cards, we carry out security checks on all orders. These can take numerous forms and may involve contacting you via telephone or email before your order is successfully processed, our shopping cart system is fully secure with 128 bit SSL certification, and conforms to certified PCI regulations.
Payment methods are either via PayPal or Sage Pay, our 3rd party card payment gateway. No data relating to electronic payments is passed through, or stored by Roze Candles.


When you access our website, we will use cookies. Cookies are tiny text files that identify your computer to us. This helps us personalise our website to your best interests. Without cookies we wouldn’t be able to recognise you, make recommendations, update your basket or allow you to automatically update previously added information. Cookies enable any purchases you make on our website to be quicker and easier. Cookies cannot read any other information that may be stored on your hard drive, or access any other information about you or people who may use your computer. Only True Grace can access the information provided by these cookies.


We will do our utmost to get back to you as quickly as possible. 

Call us on: +44 (01132 690466) Monday to Friday 9am to 5pm


  1. Your use of this site constitutes acceptance of these Terms and Conditions as per the date of your first use of the site.
  2. Roze Candles reserves the right to change these Terms and Conditions from time to time by posting changes online. Your continued use of this site after changes are posted constitutes your acceptance of this agreement as modified.
  3. You agree to use this site only for lawful purposes, and in a manner, which does not infringe the rights, or restrict, or inhibit the use and enjoyment of the site by any third party.
  4. This site and the information, names, images, pictures, logos regarding or relating to Roze Candles are provided “as is” without any representation or endorsement made and without warranty of any kind whether express or implied. In no event will Roze Candles be liable for any damages including, without limitation, indirect or consequential damages, or any damages whatsoever arising from the use or in connection with such use or loss of use of the site, whether in contract or in negligence. Whilst Roze Candles endeavour to ensure the information contained in this site is accurate, it does not warrant that it is error free.
  5. Roze Candles does not warrant that the functions contained in this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or bugs or represents the full functionality, and reliability of the materials.
  6. Copyright restrictions:

Commercial use or publication of all or any item displayed is strictly prohibited without prior authorisation from Roze Candles. Nothing contained herein shall be construed as conferring any licence by Roze Candles to use any item displayed.

Documents may be copied for personal use only on the condition that copyright and source indications are also copied, no modifications are made and the document is copied entirely. However, some documents and photos have been published on this site with the permission of the relevant copyright owners (who are not Roze Candles). All rights are reserved on these documents and permission to copy them must be requested from the copyright owners (the sources are indicated within these documents/photographs).

  1. This site may contain links to other sites, please be aware that Roze Candles is not responsible for the privacy practices of such other sites and takes no responsibility for their content or availability.
  2. If there is any conflict between these Terms and Conditions and rules and/or specific terms of use appearing on this site relating to specific material then the latter shall prevail.
  3. These terms and conditions shall be governed and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
  4. If these Terms and Conditions are not accepted in full, the use of this site must be terminated immediately.
  1. Making A Purchase

By submitting your order, you are offering to buy the goods and allowing us to use details for the purposes of supplying them, including passing your details on to couriers. You may receive special offers and promotional mail from us only; your information will not be passed to any other third parties.

We are not obliged to supply the goods to you until we have confirmed acceptance of your order and this is when the contract is made. You do not own the goods until we receive payment in full. If you discover you have made a mistake with your order please contact Roze Candles immediately. Our website is regularly updated, but if the price has changed after you have placed your order, we will contact you to ask if you wish to proceed.

If you are in any doubt about the suitability of a product for your requirements, please contact 

  1. Delivery

Where items are in stock, we aim to deliver goods to you within 3 to five days to locations within mainland UK.

Our full delivery details can be viewed here.

Three to five-day delivery is standard but you can upgrade to next working day for an additional charge though this not guaranteed – like other mail order/distance selling businesses we rely on 3rd party couriers and whilst we use the best available their service is not guaranteed. On occasion delays in delivery can be experienced due to factors beyond our control. If you require a delivery update please contact Roze Candles, via your preferred contact method and we will update you. We do our utmost to get the product to you as soon as possible. When delays do occur however, we are not liable for any compensation whatsoever.

When you receive your item please check it carefully before signing as “received in good condition”. Goods cannot be returned as damaged in delivery if the consignment is signed for in good condition.

If you find a defective or damaged item please inform us immediately via your preferred contact method, for example via email or telephone.

The Buyer is required to check Goods upon delivery and shall be deemed to have accepted the Goods 30 days after delivery to the Buyer, in line with Consumer Rights Act 2015. Accordingly, no claim for defect, damage or quality will be entertained (without prejudice to the Seller’s other rights pursuant to these Conditions) unless written notice together with all supporting evidence is received by the Seller within 30 days of delivery. After acceptance the Buyer shall not be entitled to reject Goods which are not in accordance with the contract.

Our shipping terms for all customers are DAP (Delivered at Place) unless explicitly specified. For more information on INCO terms please see:

  1. Cancellation of Order

As a consumer you have the right, in addition to your other rights, to cancel your order and receive a refund. Please contact us via the above contact details to request cancellation of your order.

When cancelling prior to the dispatch of goods you will receive a full refund, including the refund of any delivery fees. If the item is built to order cancellation must occur prior to the ramp being placed into production to ensure you receive a full refund. To cancel an order, we recommend contacting us as soon as possible via phone or email to allow the best chance of us preventing dispatch.

If the item has been dispatched please view our returns policy below.

In line with our refund policy, refunds may take up to 14 working days from the date of cancellation. Payment is made to the original payment method.

  1. Exclusions of Liability

Roze Candles will not be liable for any loss of income, loss of profits, loss of markets, loss of reputation, loss of customers, loss of use, loss of an opportunity even if we had knowledge that such damages or loss might arise or for any indirect, incidental, special or consequential damages or loss howsoever arising including without limitation breach of contract, negligence, wilful act or default.

We are not liable if we do not fulfil any obligations towards you at all as a result of Circumstances beyond our control such as (but not limited to):

Acts of god including earthquakes, cyclones, storms, flooding, fire, disease, fog, snow or frost;
Force majeure including (but not limited to) war, accidents, acts of public enemies, strikes, embargoes, perils of the air, local disputes or civil commotions;
National or local disruptions in air or ground transportation networks and mechanical problems to modes of transport or machinery;
Latent defects or inherent vice in the contents of the shipment;
criminal acts of third parties such as theft and arson.

  1. Retention of Title

The risk in the goods shall pass from the seller to the buyer upon delivery of such goods to the buyer. However, notwithstanding delivery and the passing of risk in the goods, title and property in the goods, including full legal and beneficial ownership, shall not pass to the buyer until the seller has received cash or cleared funds payment in full for all goods delivered to the buyer under this and all other contracts between the seller and the buyer for which payment of the full price of the goods thereunder has not been paid. Payment of the full price of the goods shall include the amount of any interest or other sum payable under the terms of this and all other contracts between the seller and the buyer under which the goods were delivered.

  1. Complaints

We constantly strive to improve our processes and procedures and hope to resolve all queries promptly for you. In the first instance, please do contact us via your preferred contact method, for example phone, post or email, with any complaint and we will aim to resolve this with you as soon as possible. We will aim to deal with the complaint immediately where possible however, in some instances, if an investigation is required please allow 2 working days to receive a response for telephone complaints. If the complaint is by email, please allow 5 working days to receive a response.

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