Official Returns & Refund Policy

The Official Returns & Refund Policy is designed to ensure that our customers feel secure in their purchases. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@hideawayhomefragrances.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.

Returns (Excluding wax melts which are perishable items)
We want you to be happy with our products. Therefore, in the unlikely event that you are unhappy with a product you’ve received, we will happily refund the cost of that item, provided that the following measures are adhered to:

1. First email us within 30 days of delivery at hello@hideawayhomefragrances.com with your name, order number, and reason for your return.
2. Return the product to us in the exact condition you received it, in its original packaging, unopened and unused.
3. It needs to arrive back safely without damage.

If one or more of the above criteria is not met, we will be unable to process a refund.

Please note that we cannot cover the cost of any return shipping charges unless the item you received was damaged, faulty, or incorrect. It is at the buyer's discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund.

Unfortunately, we cannot accept returns on sale items or gift cards. For any issues, please refer to our Official Returns & Refund Policy.

Exchanges
The fastest way to ensure you receive what you want is to return the item you currently have and make a separate purchase for the new item once the return is accepted.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, the total amount of the item/s returned will be refunded automatically to your original payment method within 7 working days.

Damaged or Defective Item/s

All our products undergo thorough checks to ensure they meet the highest quality standards. Occasionally, damaged items can be overlooked at dispatch, and we will provide a replacement if you can provide photographic evidence of said damage. For items that appear to have been damaged due to misuse, refunds may not be processed. If a product becomes faulty during use, following the provided care guide is essential.

We rely on Royal Mail to safely deliver your parcels. If your parcel arrives damaged, it will be replaced immediately, provided that photos of the damaged items are sent to hello@hideawayhomefragrances.com as soon as the damage is discovered.

Non-refundable and Perishable Item/s

Please note that our wax melts are non-refundable unless they arrive damaged or faulty. Natural imperfections in our fragranced wax products, such as minor cracks or frosting, are common and do not affect their performance. Following our product usage guidance is key for the best experience.

We adhere to the Consumer Rights Act 2015. All Rights Reserved.