Return & Refund Policy

At Heaven Scented, every candle is hand-poured with care. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please review our return and refund guidelines below.

 

Eligible Returns

We accept returns within 14 days of delivery if the item meets the following conditions:

  • The candle is unused, unlit, and in its original packaging.
  • The item arrived damaged, defective, or incorrect.
  • Proof of purchase is provided (order number or receipt).

 

Non-Returnable Items

We cannot accept returns on:

  • Used, burned, or partially burned candles
  • Custom or personalized candles
  • Sale or clearance items
  • Items returned without authorization

 

Damaged or Defective Items

If your candle arrives damaged or defective:

  1. Email us at [your email] within 48 hours of delivery.
  2. Include your order number and clear photos of:
    • The damaged product
    • The shipping box
    • The shipping label

We will send a replacement or refund after reviewing your claim.

 

Exchanges

If you want to exchange an unused item for a different scent or product:

  • Exchanges must be requested within 14 days.
  • Customer is responsible for return shipping unless the item was damaged or incorrect.

 

Refunds

Once your return is received and inspected:

  • Approved refunds will be issued to your original payment method.
  • Processing time is usually 3–7 business days depending on your bank.

Shipping fees are non-refundable, except in cases of damaged or incorrect items.

 

Return Shipping

  • Customers are responsible for shipping costs on voluntary returns (e.g., wrong scent ordered).
  • Heaven Scented will cover shipping for damaged, defective, or incorrect items.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

 

Order Cancellations

Orders may be cancelled within 12 hours of purchase.

Once an order has shipped, it cannot be cancelled.

 

Contact Us

If you have questions about returns, exchanges, or refunds, please contact us:

 

Email: HeavenScentedFragrances@gmail.com

Phone: 817.696.5397

Address:  6322 Brentwood Stair Rd Suite 104, Fort Worth, TX, 76112