Heathrow Terms and Conditions of Sale

These terms and conditions apply when a customer places an order through Heathrow Reserve & Collect (R&C), ensuring transparency and clarity throughout the shopping experience at Heathrow Airport.

A.1 The collection points are located in controlled environments, requiring a valid boarding pass or other authorized access to collect your order.

A.2 Your purchase contract is with Candles & Oud, not with any third-party entity or platform.

A.3 Orders from multiple retailers result in separate contracts per retailer.

A.4 Use of our website is governed by our Terms of Use, which take precedence over sales terms in case of any discrepancy.

A.5 Receipt of an Order Acknowledgement Email does not confirm order acceptance; a separate email will confirm order status.

A.6 Your order is accepted upon receipt of our Order Confirmation Email, with corresponding payment.

A.7 Unfulfilled orders may result in an Order Cancellation Email.

A.8 We pre-authorize your payment upon order placement; final payment occurs upon order confirmation.

A.9 Specific terms apply to each product, including warranties and conditions of use.

B. Merchandise Descriptions

B.1 Prices on our website may vary from those in other retail outlets.

B.2 Prices on our website are designated for Airport-specific purchases.

B.3 Travel Exclusive and Heathrow Exclusive products are uniquely available through our Heathrow Reserve & Collect service.

B.4 Products on promotional offer are marked at a discounted price, exclusive to our Heathrow Reserve & Collect service.

C. Payment, Delivery, Performance, and Timing

C.1 Orders are collected during Airport operational hours, specified upon order confirmation.

C.2 Uncollected orders are held for up to 48 hours; options for alternative collection or cancellation are available.

C.3 We reserve the right to cancel orders if products become unavailable.

C.4 Transactions appear on bank statements as ‘Heathrow.com’.

D. Cancellation, Returns, and Customer Rights

D.1 For customer support, contact us at support@candlesandoud.com.

D.2 Customers have statutory rights regarding product defects, detailed in our returns policy.

D.3 Returns are managed through our Heathrow Returns Promise and online portal.

D.4 Uncollected orders may be cancelled and refunded upon request through our returns portal.

D.5 Contact support for exchange or replacement inquiries.

E. Further Disclaimers

E.1 Identity verification may be required for certain transactions; details will be provided upon request.

F. Data Privacy

F.1 Data collection and processing follow our privacy policy, available on our website.

G. Definitions

• Airport: Heathrow Airport Limited.

• Heathrow: Heathrow Airport, London.

• Heathrow Reserve & Collect Website: https://boutique.heathrow.com.

• Payment Service Provider: Stripe, Inc., Stripe Payments Europe, Ltd., or Stripe Payments UK, Ltd.

WHEN YOU CAN WITHDRAW OR CANCEL YOUR SALES CONTRACT

Your legal cancellation rights

For most products that you have bought from us via the Heathrow Reserve & Collect Website, you will have a legal right under the Consumer Contracts Regulations 2013 to change your mind from the date your contract with us becomes legally binding, and for a period of 14 days of taking physical possession of the product, and receive a refund. If you are not eligible for a legal cancellation right, this will be made clear to you by us or on the product page.

In the event that you would like to exercise your legal cancellation right in relation to a purchase, you should contact Heathrow to confirm this, and where relevant, return the product to Heathrow. Heathrow will then process the return on our behalf. You can do this by following the instructions below.

If you do not collect a product on the scheduled collection date, Heathrow will contact you to confirm whether you wish to exercise your legal right to cancel or you wish to rearrange your collection. If you wish to exercise your right to cancel or Heathrow do not hear from you within 30 days (in which case we will assume that you wish to exercise your legal right to cancel), then Heathrow will work with us to arrange for a refund to be processed in accordance with these Terms and Conditions (assuming of course that the legal withdrawal rights apply to the relevant product(s)).

You must not return the goods directly to us, as specified in these Terms and Conditions. Please contact Heathrow to arrange a return using the "Heathrow Returns Promise" service and return the product to Heathrow. Heathrow will then process the return on our behalf.

Your rights in relation to faulty or misdescribed products

If what you have bought from us via the Heathrow Reserve & Collect Website is faulty, misdescribed or otherwise non-compliant with our contract, you may have a legal right to get the product repaired or replaced or to get some or all of your money back.

Please contact us directly at support@candlesandoud.com if you would like to exercise your legal rights to get a product repaired or replaced.

In the event that you would like exercise your rights to return to such goods and receive a refund, you should contact Heathrow to confirm this, and where relevant, return the product to Heathrow. Heathrow will then process the return on our behalf. You can do this by following the instructions below.

Unless you have asked for a product to be repaired or replaced, you must not return the goods directly to us, as specified in these Terms and Conditions. Please contact Heathrow to arrange a return using the "Heathrow Returns Promise" service and return the product to Heathrow. Heathrow will then process the return on our behalf.

Our enhanced 60-day return policy

We operate an enhanced 60 day returns policy. Heathrow helps us to process returns through its "Heathrow Returns Promise" (subject to the terms and conditions below).

This 60 day return policy is more generous than your legal rights under the Consumer Contracts Regulations 2013 as set out above. This enhanced returns policy does not affect your legal rights in relation to faulty or misdescribed products nor does it affect any more comprehensive guarantees we may offer you separately.

In the event that you would like to benefit from the "Heathrow Returns Promise" services, please return the product to Heathrow. Heathrow will then process the return on our behalf. You can do this by following the instructions in section 2 below.

If you have any queries about Heathrow Returns Promise, please ask any airport retailer or call +44 (0) 800 6785 324 or email shopping.services@heathrow.com.

Please also see Heathrow's Frequently Asked Questions here: https://www.heathrow.com/at-the-airport/shopping/returns-promise.

To benefit from the Heathrow Returns Promise, you can only return the items to Heathrow as described below.