We want you to love every piece you bring into your home. Each Molten Root item is made by hand, so if something is not right we will do our best to make it right. This policy explains how to cancel an order, return an item and arrange a refund or replacement.
Last updated: 24 June 2026
Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts Regulations 2013 you have the right to cancel your order for any reason within 14 days, without needing to give us an explanation. This cooling-off period runs from the day after the day your goods are delivered.
How to tell us
To cancel, simply email us at hello@adelligroup.com and include your order number. A clear statement that you wish to cancel is enough. You do not need to use a special form.
Returning the goods
After telling us you wish to cancel, please send the goods back within 14 days. You are entitled to examine the goods as you would in a shop. We may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.
Where possible, given the fragility of glass, please return your piece in its original protective packaging, and include your proof of purchase. We understand that protective packaging is not always easy to keep intact, so please do your best to pack each piece securely for the return journey.
Return postage
For change-of-mind returns under the cooling-off period, you are responsible for the cost of returning the goods. Because our pieces are made of fragile glass, we strongly recommend using a tracked and insured delivery service. You remain responsible for the items until they reach us, so adequate cover protects you if anything happens in transit.
Refunds
Once we receive the goods back, or once you provide evidence that you have returned them, whichever is sooner, we will process your refund within 14 days. Refunds are made to your original payment method.
Where you cancel your whole order, we will refund the price you paid for the items plus our standard (basic) outbound delivery cost. If you chose and paid for an express delivery upgrade, we are not required to refund the extra cost of that upgrade above our standard delivery option. If you return only part of an order, the outbound delivery charge is not refundable.
Faulty, damaged or incorrect items
If an item is faulty, damaged or not what you ordered, you have strong statutory rights and we will put things right at no cost to you.
Your Consumer Rights Act 2015 rights
Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods and receive a full refund. After the first 30 days you can ask us to repair or replace the item. If a repair or replacement is unsuccessful, takes an unreasonable time, or is not possible, you are entitled to a price reduction or a refund.
Transit damage or breakage
Glass is fragile, so on the rare occasion something arrives broken or damaged, please tell us within 48 hours of delivery. Email hello@adelligroup.com with your order number and clear photographs of the item and its packaging, and keep all of the packaging until your claim is resolved. We will arrange a replacement or a refund and we cover the cost of any return. This 48-hour timeframe helps us investigate with the carrier and does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Reporting within 48 hours is a request to help us help you, not a condition of your legal rights.
Natural variation is not a fault
Every Molten Root piece is genuinely one of a kind. Because each item is hand-blown and fused onto reclaimed wood, you will see natural variation in colour, pattern, dimensions and wood grain. This is a feature of the craft and is part of what makes your piece unique. Variation of this kind is not a defect and is not a reason for a faulty-goods refund.
Items we cannot accept back
The following are not eligible for a faulty-goods refund or replacement:
- gift cards;
- items that have been damaged through misuse rather than through a fault.
This exclusion applies only to faulty-goods refunds and replacements. It does not remove your 14-day cooling-off right to cancel under the Consumer Contracts Regulations 2013, although where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning we may make a deduction from your refund for any reduction in their value.
Exchanges
As each piece is unique, the easiest way to exchange an item is to return it under the relevant section above and place a new order for the piece you would prefer.
Late or missing refunds
Refunds can take a few days to appear on your statement depending on your bank or card provider. If you have not received your refund within a reasonable time after we have confirmed it, please contact your bank first, then get in touch with us at hello@adelligroup.com and we will help.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer.
Contact us
If you have any questions about returns or refunds, we are happy to help.
- Email: hello@adelligroup.com
- Phone: 07943 769493
Molten Root is a trading name of Adelli Group Ltd, a company registered in England and Wales, company number 17281162, registered office 66 Paul Street, London, England, EC2A 4NA.