Refund and Returns Policy – HOME FRAGRANCE

Effective Date: August 5, 2026

Welcome to ukhomefragrance.com (the “Site”), operated by HOME FRAGRANCE FILLERS UK LTD (“we,” “us,” or “our”). We take great pride in the quality of our desktop fragrance lamps, candle warmers, and home aromatherapy products.

Because our products involve delicate glass, ceramics, electrical components, and consumable wax/fragrances, we enforce a clear, strict, and legally compliant Refund and Returns Policy. Please read this document thoroughly before placing an order. By completing a purchase on our Site, you explicitly agree to all terms, timelines, and restrictions outlined below.

1. ABSOLUTE “NO REFUND WITHOUT RETURN” POLICY

We operate under a strict No Physical Return, No Refund mandate. Under no circumstances do we offer a “refund-only” resolution where a customer retains the physical item while receiving a monetary credit or refund.

To prevent marketplace fraud and ensure product quality control, any request for a refund or replacement requires the complete physical return of the item to our facility for professional inspection.

If you refuse to return the item, your request for a refund will be immediately and automatically closed.
There are no exceptions to this rule, regardless of the claim type (including but not limited to change of mind, perceived defects, minor transit marks, or shipping delays).

2. THE 14-DAY RETURN WINDOW

In compliance with UK consumer protection standards for online shopping, you have a window of 14 calendar days from the exact date of delivery to request a return.

The delivery date is determined strictly by the tracking information provided by our logistics couriers.
If 14 days have passed since your order was marked as delivered, we cannot offer you a refund, store credit, or product replacement.
You must notify our customer service team via email at tided@ukhomefragrance.com within this 14-day window to initiate the process.

3. RETURN ELIGIBILITY AND CONDITIONS

To qualify for a successful return, inspection approval, and subsequent refund, the item must be returned in its original, showroom condition. It must meet all of the following requirements:

Unused & Unaltered: The product must be completely unused, unlit, unheated, and free of any signs of wear, wax residue, or cosmetic damage. Electrical cords, dimmer switches, and bulbs must not be modified or dismantled.
Original Packaging: The item must be returned inside its original product box, complete with all custom protective styrofoam inserts, cardboard dividers, plastic wrapping, and instruction manuals.
Complete Components: All bundled accessories, free promotional gifts, or spare parts included in the original package must be packed and returned together.
Proof of Purchase: You must provide an order number, digital invoice, or receipt matching the details in our database.

We reserve the right to refuse a return or issue a heavily discounted partial store credit if the item arrives back at our warehouse damaged, missing pieces, or showing signs of usage.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We carefully package our glass and ceramic warmer lamps to ensure safe delivery. However, if your product arrives broken, physically defective, or if you received the incorrect item, you must follow our mandatory reporting procedure:

48-Hour Reporting Window: You must report the damage to tided@ukhomefragrance.com within 48 hours of delivery. Include your order number and a clear description of the issue.
Mandatory Evidence: You must attach high-resolution digital photographs and a short video clip showing the shipping label, the outer box condition, and the specific damage or defect on the product.
Mandatory Return Requirement: As stated in Section 1, even if an item is confirmed damaged or defective upon arrival, it must still be physically sent back to our warehouse for disposal and logging. Do not discard broken glass or ceramics until you have received explicit instructions and a return label from us. Once the damaged item is received and scanned at our facility, a full refund or a brand-new replacement will be processed immediately.

5. HOW TO INITIATE A RETURN (STEP-BY-STEP)

Do not send items back to our corporate address or warehouse without prior approval. Unsolicited returns will be rejected at the door and returned to the sender at their expense.

Step 1: Email our customer support team at tided@ukhomefragrance.com. State your order number, the item(s) you wish to return, and the explicit reason for the return.
Step 2: Our team will review your request within 2 business days. If approved, we will issue a Return Merchandise Authorization (RMA) number and provide the specific warehouse return address.
Step 3: Securely pack the item back into its original protective packaging. Write the RMA number clearly on the outer shipping box (not on the product packaging itself).
Step 4: Ship the package using a reliable courier service. We strongly advise using a tracked and insured shipping method. We are not responsible for return packages that are lost, stolen, or broken in transit back to us.

6. RETURN SHIPPING FEES & RESPONSIBILITY

Change of Mind / Buyer’s Remorse: If you are returning an item because you no longer want it, it does not fit your space, or you prefer a different design, you are entirely responsible for paying all return shipping costs. These costs are non-refundable.
Defective or Incorrect Items: If our team verifies through your photo/video evidence that the item was defective, damaged in transit, or incorrectly shipped by us, we will provide a pre-paid printable shipping label via email. You will not be charged for the return shipping in this specific instance, provided you return the physical item.

7. PROCESSING, INSPECTION, AND REFUNDS

Once your return shipment is delivered to our designated warehouse, the package undergoes a strict verification process:

Inspection Window: It takes between 3 to 5 business days for our warehouse team to inspect the physical condition of the returned merchandise.
Approval/Rejection Notification: We will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected based on its physical condition.
Refund Timeline: If approved, your refund will be processed automatically back to your original method of payment (e.g., credit card, debit card, or PayPal). Please note that it typically takes 7 to 14 business days for financial institutions to post the credit to your account. Shipping fees paid during the original checkout are strictly non-refundable.

8. EXCLUSIONS AND NON-RETURNABLE ITEMS

The following items are completely excluded from our return policy and cannot be refunded under any circumstances:

Gift Cards / Digital Vouchers: Cannot be redeemed for cash or refunded.
Clearance / Final Sale Items: Products clearly marked as “Sale,” “Clearance,” or purchased during a liquidation event cannot be returned.
Used Consumables: Fragrance oils, opened wax melts, or lightbulbs that have been screwed in and turned on cannot be returned due to hygiene and safety regulations.

9. COMPANY CONTACT INFORMATION

For support and inquiries regarding policies or returns, contact HOME FRAGRANCE FILLERS UK LTD through their official channels. Policy terms are subject to change without prior notice.