Refund policy

Refund and Returns Policy Overview

Return window: 14 days from delivery

Return shipping cost: Customer responsibility (unless faulty or damaged)

Refund processing time: 5-10 working days

 

Here at The Scented Essence, we take pride in the high quality of our hand poured candles. However, if you are not fully satisfied with your purchase, you may request a refund or exchange within 14 days of receipt. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To start a return, you can contact us at Info@thescentedessence.co.uk. Please note you will need to provide us with your receipt or proof of purchase.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Please send an email with photographic evidence if you become aware of any issues.

In order for a refund or exchange to be processed, you will need to send your item back to us. To be eligible for a return or exchange, items must be unused, in the same condition you received them, and in their original packaging. Please note that due to the nature of our products, we cannot accept returns on used items or items not in their original condition, unless deemed to be faulty.

Note: Items with a reported defect deemed to be because of misuse of the product will not be classed as faulty. 

Once the return of an item has been agreed, all products must be securely packaged when returning and will only be refunded if in a re-sellable condition. Items returned to us that arrive damaged will not be credited as we cannot accept responsibility for goods damaged in transit.

We recommend that you return items via registered and / or trackable mail service so that you have proof of dispatch in case the item is lost in transit. We cannot accept responsibility for items lost in transit. Consumers are responsible for return postage costs.

We will notify you once we have received and inspected your item/s and then let you know if the refund was approved. If approved, your refund will be made to your original payment method within 5-10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at Info@thescentedessence.co.uk

Please note that returns will need to be sent to the following address:

Unit 124424, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK

You can always contact us for any return question at Info@thescentedessence.co.uk