Refund policy

Return and Refund Policy
The Heart Scent

Order Processing Times

Thank you for choosing The Heart Scent for your shopping needs. We are committed to providing you with exceptional service. Below is important information regarding our order processing times:

  • Orders are processed daily, and the current processing times range from 1 to 3 business days.
  • After your order is processed, you will receive a tracking number via email or text. Initially, the tracking status will read "shipping label created," indicating your order is in the queue for shipping. Please note, this status does not indicate immediate dispatch to USPS.
  • Our processing times do not include weekends. All orders are processed Monday through Friday and shipped within the 1-3 business day timeframe.

Candle Classes

We also offer monthly candle-making classes, and we want to ensure you have the best experience possible. Please take note of the following policies regarding our classes:

  • No Refund Policy for Classes: All class bookings are final and non-refundable. This policy applies to all cancellations, including unforeseen events such as natural disasters or personal emergencies.
  • Class Rescheduling: If you are unable to attend your scheduled class, you may reschedule for a future class. To be eligible for rescheduling, you must notify us at least 24 hours before the class begins. Failure to provide this notice will result in the forfeiture of your booking.
  • Late Arrivals: It is essential to arrive on time for the class. If you arrive late, we may not be able to accommodate you, and you will not be eligible for a refund or rescheduling.
  • Class Cancellations by The Heart Scent: In the unlikely event that we cancel a class, you will be refunded. 

Can I Return Items?

For sanitary reasons, we maintain a strict no return policy for all product purchases. All sales are final. If you encounter any issues with your order, please contact us within 3 business days of receiving your order, and we will do our best to address your concerns.

Damaged Items

While we take great care in packaging your orders, damage during transit can sometimes occur. We highly recommend purchasing Route Insurance during checkout to safeguard your order. Once your package is shipped, we cannot be held responsible for lost, stolen, or damaged goods.

If your package arrives damaged, please email us at theheartscent@theheartscent and include the following information:

  • Your order number
  • Your first and last name
  • Three photos showing visible damage to your order

Please report any damage within 3 days of delivery for the quickest resolution.

Refunds and Refunds for Discounted Items

Refunds for regular-priced items are processed on a case-by-case basis. Once your refund is approved and processed, you will receive a confirmation email. Please allow 5-7 business days for the refund to be completed.

Please note that items purchased during promotional sales are final sale and are not eligible for refunds.

If any item in your order is back-ordered, you will receive an email asking if you'd like to ship the rest of your order or receive a refund for the back-ordered item. If we do not receive a response, we will automatically refund the back-ordered item.

For your safety, please review the product ingredients listed during checkout to ensure you are aware of all components and have no allergies.

 

Still Have Questions?

If you have any additional questions or concerns, feel free to reach out to us at theheartscent@theheartscent. When contacting us, please include your Name, Order Number, and your question. We are here to assist you with any inquiries.