Returns & Refunds
We take care to send every House of Heaven order securely and in good condition. This policy does not affect your statutory rights.
Change-of-mind returns
If you wish to cancel an eligible online order, you must contact us within 14 days of receiving your order at houseofheavennn@gmail.com. Once you have told us you wish to cancel, the goods must be returned within the applicable legal return period.
For a change-of-mind return, the fragrance oil must be unused, unopened and in the condition in which it was received, together with the House of Heaven pouch and any other supplied product packaging. If the product has a tamper-evident or hygiene seal, that seal must remain intact where the law allows us to refuse a return once it has been broken.
Opened, used or unsealed fragrance oils are not accepted for change-of-mind returns where the applicable health or hygiene exception allows this. If handling has reduced the value of the goods, we may make a deduction from the refund where permitted by law.
For change-of-mind returns, you are responsible for the cost of returning the order to us unless we agree otherwise. Where the law requires us to refund the original delivery charge, this is limited to the cost of our least expensive standard delivery option; any additional amount paid for an upgraded or express delivery service is not refundable.
Damaged, faulty, incorrect or not-as-described orders
If your order arrives damaged, faulty, incorrect or not as described, please email houseofheavennn@gmail.com as soon as possible. Include your order number, a clear explanation of the problem and clear photographs showing the issue and the condition of the item and packaging where the issue can be shown in a photo.
We may ask for further photographs or for the item to be returned so that we can examine it. Once we have reviewed the evidence and, where necessary, inspected the returned item, we will provide the appropriate refund, replacement or other remedy required by law.
Inspection before a refund
All returned items are checked before a refund is approved. Please return the product, pouch and supplied packaging securely and in the condition required by this policy. We reserve the right to reject a voluntary return, or make a lawful deduction, if the returned goods do not meet the applicable return conditions.
14-day cancellation period
If you contact us after the 14-day cancellation period, we normally cannot accept a change-of-mind return. This does not remove any statutory rights you may have if an item is faulty, damaged, incorrect or not as described.
Refunds
Where a refund is due, it will be processed to the original payment method after we receive the returned goods or receive evidence of return, as applicable, and after any inspection that is reasonably required. Refunds will be processed within the time limits required by law. Your bank or card provider may take additional time to show the funds in your account.
Contact: houseofheavennn@gmail.com