Refund policy

Returns & Refunds Policy (UK)

We stand by the quality of our products and want you to love your purchase. If something isn’t right, we’re here to help.

1) Change-of-mind returns (14-day cooling-off)

  • You have 14 days from delivery to tell us you’d like to return an item for any reason, then a further 14 days to send it back.

  • Items must be unused, in their original packaging, and in the same condition you received them.

  • For change-of-mind returns, return postage is your responsibility. Please use a trackable service and keep proof of postage.

Note: We may make a reasonable deduction if items show handling beyond what’s necessary to examine them (e.g., used/partially consumed wax).

2) Faulty, damaged, or incorrect items

  • If your order arrives faulty, damaged, or not as described, contact us within 30 days of delivery.

  • We’ll arrange a remedy in line with the Consumer Rights Act 2015—typically a replacement or a full refund, and we will cover return postage.

  • Please send photos of the issue and the packaging so we can resolve it quickly.

3) What can’t be returned

  • Gift cards are non-refundable.

  • Used or partially consumed products can’t be returned for change-of-mind (this doesn’t affect your rights if the item is faulty).

  • “Sale” or discounted items are still eligible for the 14-day cooling-off return unless clearly marked as final sale at checkout.

4) How to start a return

  1. Email info@hom33.co.uk with your order number, the item(s) you’re returning, and the reason.

  2. We’ll confirm next steps and the return address. If your item is faulty/incorrect, we’ll issue a prepaid label; otherwise you can use Royal Mail or any courier of your choice.

  3. Pack items securely. Include all components (e.g., wicks). Keep proof of postage.

  4. Items sent back without requesting a return first may be refused.

We can’t accept liability for returns lost in transit. Claims must be raised with your carrier using your proof of postage.

5) Refunds

  • We’ll inspect your return within 5 business days of receipt.

  • If approved, we’ll refund to your original payment method within 10 business days. Your bank/card provider may take additional time to post the credit.

  • If more than 15 business days have passed since your refund approval, please email info@hom33.co.uk

6) Cancellations

  • You may cancel an order that has not yet shipped—email info@hom33.co.uk for a full refund.

  • If your order has already shipped, please follow the return process above. (Original delivery costs are non-refundable for change-of-mind returns.)

Questions? We’re here to help at info@hom33.co.uk