Refund policy

At Storybook Scents, we want you to love your candles. If something isn't right, we're here to help. This Refund Policy explains our returns, exchanges, and refunds. By purchasing from us, you agree to the terms below.

1. Our Guarantee

Every candle is hand-poured with care and quality-checked before it ships. If your order arrives damaged, faulty, or incorrect, we will gladly replace it or offer a refund — just reach out to us.

2. Damaged or Faulty Items

If your item arrives broken, damaged, or defective, please contact us within 7 days of delivery with your order number and clear photos of the item and packaging. Once approved, we will send a replacement or issue a full refund, including any return shipping where applicable.

3. Incorrect Orders

If you receive the wrong product, let us know within 7 days of delivery and we will arrange for the correct item to be sent to you at no extra cost.

4. Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns on candles that have been used, lit, or opened, unless they are faulty. The following are also non-returnable:

Gift boxes and bundles that have been opened or used (including Wrapped in a Storybook Box).
Sale or clearance items (unless faulty).
Gift cards.

5. Change of Mind

If you change your mind, you may return an unused, unopened item in its original condition within 14 days of delivery. Return shipping costs for change-of-mind returns are the responsibility of the customer, and the original shipping fee is non-refundable.

6. How to Start a Return

To request a return or refund, please email us at the address below with your order number and the reason for your return. Please do not send items back before receiving confirmation from us. Once approved, we will provide return instructions.

7. Refunds

Once we receive and inspect your returned item (or approve your claim for a damaged item), we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note it may take additional time for your bank or card provider to post the refund.

8. Exchanges

If you'd like to exchange an item for a different scent, please contact us. Exchanges are subject to product availability and follow the same conditions as returns.

9. Late or Missing Refunds

If you haven't received a refund after 10 business days of approval, please first check with your bank or card provider. If you've done this and still have not received it, contact us and we'll look into it.