SHIPPING POLICY

RETURN POLICY

• We are proud to stand 100% behind our products. Your satisfaction is always our top priority and we pride ourselves in our hassle-free Return and Exchange Policy. If for any reason you are not completely satisfied with your purchase, we will be happy to facilitate an exchange or a return to ensure your complete satisfaction.

• We do not accept returns on customized products.

• Heart Scents must be notified with 14 days should you wish to return any product. You can return purchased items within 30 days for a full refund (less shipping charges) subject to our Return Conditions.

• Refunds will only be made to the original payment within 7-10 days of our receipt of the return.

• Items that are not defective must be returned, in the original manufacturer packaging, with all the original contents included. 

​

• For your protection, items must be returned shipping prepaid, insured for the full value, and safely wrapped to prevent shipping damage.

• All charges related to the return of items to Heart Scents are the responsibility of the customer unless the item was defective or damaged in transit, you received the wrong item, or where the fee is prohibited by law.

• We recommend a shipping method that is traceable so that your shipment will not be lost in the mail.

• We cannot be responsible for defects or damage caused by customer error.

• Our full liability is limited to the refund of the purchase price of the merchandise.

• If your order was lost or damaged in transit, we will be glad to offer you a replacement or a refund in the form of the original payment method after the lost or damaged items have gone through our loss and damage investigation procedure. Replacements will be shipped by using the shipping method that the customer selected on the original order.

Return Conditions

• Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, promotional items included. For your protection, items must be returned shipping prepaid, insured for the full value, and safely wrapped to prevent shipping damage.

​

• Items that have been used by the customer or items that have been damaged by use cannot be returned to us. We also cannot accept returns on orders where a promotional item has not been returned with the order. For example, if you bought an item that came with free extra product. These ‘extras’ must be included with your return to qualify for a full refund.

​

• When repacking an item for return, please be sure to include all the free and promotional items that came with your order as well as all applicable accessories. Generally, as a “rule-of-thumb" you should return the items to us the same way we sent them to you - in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the original price you paid for the order, thus reducing the amount of the refund, if such is issued.

Return Policy Exceptions

We are unable to accept returns or exchanges on the following items:

• If an item has been used, we are unable to accept its return.

• Customized or personalized products. This includes private label, color selection of scented soy candles.

• Special order items including promotional and corporate gifts merchandise.

• All claims for credit, shortages, dissatisfaction, and/or damages must be placed within 14 days of receipt of merchandise.

• Shipping charges are non-refundable, except in the event that Heart Scents shipped you the wrong items. Customers receiving free shipping will be charged the exact shipping charge for shipping if their order is returned for a refund of the original purchase price.

• The customer will be charged an additional SHIPPING fee for any refused or undelivered shipment due to the customer's incorrect address entered on the order form. Any order that needs to be re-shipped will be charged at the same shipping charges that apply to the original order.

• You cannot return an item if you decide you do not like the scent.

• If you are ordering clear glass soy wax, soy candles can have what is called a wet spot. This is just the wax contracting away from the glass at an uneven rate. It does not always happen but can happen during shipping due to temperature and humidity changes. The candles are not defective and will burn correctly. Candles cannot be returned because you do not like the look of wet spots if they happen to occur.

• Soy candles can also have a lumpy top after the first burn.  This is completely normal; this is how soy burns.  The candles are not defective and will burn correctly. Candles cannot be returned because you do not like the look of the tops if they happen to occur.

What happens if my item arrived damaged or was lost?

• All shipped items are insured. Inspect your order immediately upon delivery. It is unlikely that anything will be damaged as we pack our orders well. If you detect visible physical damage or missing items, email us immediately if damage has been detected.

• If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation. Please contact us immediately about the problem within 3 business days of receipt of the merchandise or 3 days after the scheduled delivery date in case of non-receipt. In case of damage DO NOT discard any shipping materials and manufacturer’s packaging. Please re-seal the damaged products using the original packaging materials. You must hold the package for at least 8 business days.

​