Returns & Refunds
What is your return window?

You have 14 days from the date of delivery to return any defective products. Please note that we do not accept returns for XXL Wax Melt Bars that arrive broken in transit, as this risk is clearly stated on the product page due to their fragile nature.
What qualifies as a returnable product?

To be eligible for a return:


unused, in its original packaging, and include proof of purchase (such as your order number).


opened but are defective may be returned for inspection. If found defective, we will issue a refund or store credit.

We do not accept returns simply because a customer dislikes a scent or has changed their mind.
What is considered a defect?

Defects may include:

- No scent throw (with some important caveats — see below).
- Incorrect consistency (e.g., hand soap that is too thick or too thin).
- Other clear functional faults.

🔍 Note on scent throw:

Scent throw can be affected by how a wax melt is used. For example, using a low-powered electric warmer on a low setting will result in weaker scent throw compared to a standard 4-hour tealight.

If you believe a product has no scent throw, we may accept it for return, but we will conduct our own testing to confirm before issuing a refund or store credit.We do not consider cosmetic imperfections as defects.
Are any items non-returnable?

Yes, the following cannot be returned:

  • Broken XXL Wax Melt Bars (damage is expected and clearly stated on the product page).
  • Products you simply do not like (e.g., scent preference)
  • Any item not deemed defective after inspection
How do I start a return?

Please contact us via our Contact Us page to begin the return process. If your return is accepted:
Return Authorisation Number (RAN).

return instructions by email.

Returns without a RAN will not be accepted.
Do I need to send photos?

Yes. We require clear photo or video evidence of any defect before we approve a return.
Who pays for return shipping?
  • If the product is found to be defective, we will reimburse your return postage up to the amount you originally paid for shipping.
  • Example: If you paid £3.50 for shipping, we will refund up to £3.50 for the return, if you choose to pay for a more expensive shipping product we will not cover the difference.
  • You must provide proof of postage and cost (please request a receipt).
  • If the product is not defective, you will be responsible for return shipping costs.

You are responsible for ensuring the return reaches us safely.
What if my item was damaged during delivery?

If your product (excluding XXL Wax Melt Bars) arrives damaged in transit:

  • Contact us immediately with photos of the damage.
  • We’ll assess the issue and offer a refund, replacement, or store credit based on the situation.

XXL Wax Melt Bars are excluded from damage claims related to breakage in transit, as clearly stated on the product page.
When will I get my refund?

Please allow 7–14 days from the date your return is received for your refund to be processed.

Refunds will be issued to your original payment method.

During busy periods (e.g., holidays), processing times may be longer depending on your bank or payment provider.
Can I get store credit instead of a refund?

Yes. If preferred, you can opt for store credit instead of a refund.

  • Store credit can be used on sale items.
  • If your credit doesn’t cover the full total, you can pay the balance with another payment method.
  • Please note that offer codes may not be usable on sale items, even when applying store credit.
Do you offer exchanges?

Due to the nature of our products, we do not offer exchanges. Please initiate a return for eligible items and place a new order.
What happens if I misuse the returns policy?

We monitor all return activity. If we detect abuse or repeated misuse of our returns process, we reserve the right to refuse future returns or service.
Do you follow UK consumer law?

Yes. Our policy complies with UK consumer rights laws, including the Consumer Contracts Regulations.

You have the legal right to cancel your order within 14 days of receiving your goods.

For more information, please visit the UK Government’s Consumer Rights page.
Anything else I should know?
  • Inspect your items as soon as they arrive. If there are any problems, please contact us before using or opening the product.
  • Small cosmetic damage to the shipping box does not qualify for return, unless the product itself was clearly mishandled in transit.