At Hand with a Heart we take extra care and attention in the making of each of our candles and wax melts to ensure we deliver a high quality product our customers will enjoy. However if for any reason you are unhappy with your purchase, please do not hesitate to get in touch with us.
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. We recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. We do not cover postage costs for returned items at this time. To start a return, you can contact us at firstname.lastname@example.org. Items sent back to us without first requesting a return will not be accepted.
Please include in your package a signed letter stating the reason for your return and the original receipt.
We will notify you via email once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the transaction.
Some items can not be returned if they are opened and or used.
Damages and Issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can resolve the issue as soon as possible. Please note that we may require images and/or videos of any damage for our records.