Refund policy

We hope that you're delighted with your purchase from us but if something isn't right just get in touch with us and we will do whatever we can to help. You can contact us at hello@hillhousecandlestudio.com. Please note that returns will need to be sent to the following address: 9 Royal Lodge Avenue, Belfast, BT8 7YR, United Kingdom

Our return policy is 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

We take every care to ensure your products are properly protected during transit but appreciate that very occasionally damages may occur. We will replace or refund products damaged during delivery if photographic proof of damage is sent to us within 7 days of delivery. We sadly cannot refund or replace items that have been used. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Return Postage Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

You can always contact us for any return question at hello@hillhousecandlestudio.com

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@hillhousecandlestudio.com.