Refund policy

Returns Policy

We want you to love your Donna Henry purchase. Due to the nature of our handcrafted products, we are unable to accept returns or exchanges unless your item arrives faulty, damaged or not as described.

If you have received a defective item please contact us within 72 hours of delivery at contact@donnahenry.co.uk with a photo of the fault and we will resolve this for you immediately.

Please note that we are unable to accept returns for:

  • Change of mind
  • Incorrect scent chosen
  • Items that have been burned or used

All our candles are quality checked before dispatch to ensure they reach you in perfect condition.

Damaged or Faulty Items

If your item arrives damaged or faulty please contact us within 48 hours of delivery with clear photos showing the fault. We will then offer one of the following resolutions:

  • A replacement item
  • A full refund to your original payment method

We may ask you to return the faulty item before processing a replacement or refund. In this case return postage will be covered by Donna Henry. If your return is accepted due to a fault or damage, we will provide a prepaid return shipping label via email

Refunds

Once your faulty return has been received and inspected we will notify you by email. If approved your refund will be processed to your original payment method within 5-7 business days.

Please note that original shipping costs are non-refundable unless the item was faulty or damaged.

Lost or Damaged in Transit

If your order arrives damaged in transit please keep all original packaging and contact us within 48 hours with photos. We will raise a claim with the courier and resolve this for you as quickly as possible.

Contact Us

To report a fault or damaged item please contact us at: contact@donnahenry.co.uk or visit: https://wwwdonnahenry.co.uk/policies/contact-information