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Mon - Fri: 8AM - 4PM

This refund & returns policy applies to all products supplied via my website:, and/or my Facebook Page: DIY Home Fragrance. Return address if applicable to your circumstances, can be found at the bottom of this page.

Changed Your Mind?

My refund and returns policy for any product you later decide you don’t want or need, lasts 14 days. You must notify me within 14 days of delivery of the item.

This must be done in writing by post, by e-mail: by using the Contact Me form on my website or via my Facebook Page Messenger.

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

The item should be returned within 28 days of you notifying me. You will be responsible for returning the goods at your own cost.

A refund will be credited back to your original method of payment for the item within 30 days of you notifying me of the cancellation. Providing I have received the item back.

Faulty, Incomplete or Damaged Item/s.

In the unlikely event that you receive goods that are faulty, damaged or incomplete on arrival, you must notify me within 48 hours of receipt of the item.

This must be done in writing by post, by e-mail: by using the Contact Me form on my website or via my Facebook Page Messenger.

For any item under £15 in value, I require a receipt or proof of purchase along with photographic evidence of the fault or damage and a replacement will be dispatched without return being necessary. This is required within 7 days of your purchase delivery.

If you are eligible for a refund, I will refund you back to the method of payment you used when you originally paid for your order.

Please note: it is your responsibility to advise me of any changes to your PayPal email address.

For items over £15 sale price before VAT, please contact me via email at describing the type and extent of the damage and I will advise you how to proceed.

Once I have received the goods I will examine the goods for the damage. If the damage is verified, I will replace the item at no additional cost to you and you will be reimbursed for any reasonable carriage charge incurred by the return.

If the goods you have returned are found not to be damaged or faulty, you will be notified by email. You will receive a refund or an offer of a replacement for the original goods, however I will ask you to cover the delivery charges, and no return delivery charges will be refunded.

Refunds can take up to 30 days from receipt of the return or notice.

Wrong Item/s Delivered

If, by mistake I supply you with an incorrect item, you must notify me within 30 days. This must be done in writing by post, by e-mail: by using the Contact Me form on my website or via my Facebook Page Messenger.

Depending on the value of the item you are free to keep the item if you are happy with it, and any refund for a difference in value will be issued, conversely if the item is of higher value than the original item paid for a refund for the difference will be sent

If the projected reasonable return costs for an item exceeds the value of the item’s original sale price as listed on the my website & Facebook Page, I will ask for photographic evidence that the item is incorrect, you will then be free to dispose of the incorrect item in the manner most convenient to yourself.

Once I have received the incorrect item/s or received proof of postage, the correct item/s will be dispatched within 2 working days and you will be reimbursed for any reasonable charge incurred by the return.

In the event of an item of over 2kg in weight I can arrange a courier collection at the same time as the correct item is delivered (this service is only available if there will be somebody present at the delivery address to accept the delivery and pass back the incorrect goods).

Missing Item/s

I class an order as non-delivery if it has not arrived within 2 weeks. You have 21 days from when you made you payment to notify me of any missing items. Orders over this time period will not be refunded or replaced.

This must be done in writing by post, by e-mail: by using the Contact Me form on my website or via my Facebook Page Messenger. Please provide me with the original order number as a reference.

I will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods.

Please do not place duplicate orders for replacement of non delivered goods.

Out Of Stock

I try to keep my website as up-to-date as possible, however I do not have a real time system. If there are any out of stock items I will notify you by email.

I will issue a refund for the out of stock item/s that will be put back to the original method of payment within 1-7 business days.

Return Address

27 St Cuthberts Road

Need help?

Contact me (Tracy) at for questions related to refunds and returns.

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