Refund policy

We want you to love your Scented Sanctuary products, but if you change your mind, we offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

Return Conditions

To be eligible for a return, your item must be in the same condition that you received it—unused, unlit, and in its original packaging. You’ll also need your confirmation email or proof of purchase.

How to Start a Return

To start a return, please contact us at caroline@scentedsanctuary.co.uk.

If your return is accepted, we will send you instructions on how and where to send your package. Please note that items sent back to us without first requesting a return cannot be accepted. Customers are responsible for return shipping costs unless the item is damaged or faulty.

Damages and Issues Please inspect your order when it arrives and contact us immediately at caroline@scentedsanctuary.co.uk if an item is defective, damaged, or if you receive the wrong product, so we can make it right for you straight away. Photographic proof will be required.

Please note: Due to the natural, hand-poured nature of our coconut and rapeseed wax blends, minor cosmetic cracking or snapping of wax melts may occasionally occur during transit. As this does not affect the performance, quality, or beautiful fragrance of the melts, cracks do not constitute a damaged item and are not eligible for a return.

Exceptions We cannot accept returns on sale items, custom/personalized orders, or gift cards.

Exchanges

The quickest way to get the scent 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. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take a little time for your bank or credit card company to process the refund.