Refund policy

Refund & Return Policy

Last Updated: 30/07/2026

We want you to be completely delighted with your purchase. If for any reason you are not entirely satisfied with your order, we are here to help.

Below are the terms and conditions governing our returns, refunds, and exchanges.

1. 14-Day Return Window

You have 14 days from the date you receive your item to request a return.

To be eligible for a return:

The item must be in the same condition that you received it: unused, unworn, and undamaged.
The item must be in its original packaging.
You must provide a proof of purchase or order number.

2. Handmade & Artisan Product Disclaimer

Many of our products—including hand-blown molten glass, natural Gamal wood roots, and hand-carved sandstone—are handcrafted from natural materials.

Minor variations in wood grain, shape, glass thickness, or tiny hand-blown air bubbles are unique signatures of authentic artisan craftsmanship, not product defects.
However, if you are unhappy with the specific shape or look of your natural piece, you are still fully welcome to return it within the 30-day window under our standard return policy.

3. Damaged or Broken Items Upon Arrival

Because we ship fragile glass and natural stone, we take great care in protective packaging. In the unlikely event that your item arrives broken or damaged during transit:

Notify Us Promptly: Contact us within 48 hours of delivery at sales@thescentchest.co.uk
Provide Evidence: Include your Order Number along with clear photos showing the damaged item and the outer shipping box/packaging.
Resolution: Once verified, we will issue a full refund or send a free replacement immediately. You will not be required to pay for return shipping on items damaged in transit.

4. How to Initiate a Return

Contact Support: Email us at sales@thescentchest.co.uk with your Order Number and the reason for the return.
Receive Return Authorization: Once your return request is approved, we will provide you with the return shipping address and instructions.
Pack Securely: Safely repackage the item (preferably in its original protective packaging) to prevent breakage during return transit.

Please note: Unsolicited returns sent back to us without prior approval cannot be accepted.

5. Return Shipping Costs

Standard Returns: For voluntary returns (e.g., change of mind, incorrect size chosen), the customer is responsible for paying all return shipping fees. Return shipping charges are non-refundable.
Damaged or Incorrect Items: If the return is due to an error on our part or damage during transit, we will cover the return shipping costs or provide a prepaid shipping label.
Tracking Recommended: If you are returning fragile items, we strongly recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

6. Refunds & Processing Time

Inspection: Once we receive and inspect your returned item, we will notify you by email that we have received it and inform you of the approval status of your refund.
Payment Credit: Approved refunds will be processed back to your original method of payment within 5 to 10 business days.
Late or Missing Refunds: If you haven’t received a refund yet, check your bank account or payment provider first, as processing times can vary. If you’ve done this and still have not received your refund, please contact us.