Returns & Refunds Policy

Returns & Refunds Policy

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. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@hideawayhomefragrances.com.

 

Returns (Excluding wax melts which are perishable items)

We want you to be happy with our products and feel comfortable with your purchase. So in the unlikely event that you are unhappy with a product you've received, we will happily refund the cost of that item, so long as the below measures are followed:

All we ask is that you:

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, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers 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.

 

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

 

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 to us will be automatically refunded on to your original payment method within 7 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too, but it typically happens sooner.

Damaged or Defective Item/s

All our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, if you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused since safely arriving to you, we reserve the right not to process a refund.

In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement. 

Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel. If your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item is sent to hello@hideawayhomefragrances.com, as soon as it is discovered.

If any item is out of stock, a full refund to the value of the broken item will be provided.

 

Non-refundable and Perishable Item/s

Unfortunately, our wax melts are non-refundable, unless they arrive damaged or faulty.

All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in Soy wax). None of the aforementioned surface imperfections will negatively effect the performance of the product and therefore are not criteria fitting of damage or faults.

Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.  

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