Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

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

Refund & Returns Policy

We care deeply about the quality of our products and your satisfaction. Because everything is handcrafted in small batches, our policies are designed to be fair, transparent, and aligned with our values of sustainability and community care.

🛠 Damaged or Defective Items

If your item arrives damaged or contains a major flaw that affects its use, we’re here to make it right.

Contact us within 7 days of delivery
Include your order number and photos of the issue
You can choose a full refund or a replacement, depending on the situation

We do not offer returns or refunds for minor imperfections that are natural in handmade goods, but we’ll always work with you to ensure you’re happy.

♻️ Container Return for Recycling

We believe in reducing waste wherever possible. If you’d like to return your empty, clean candle jars or wax melt containers for reuse, we offer:

A partial refund or store credit
Reuse of vessels in future products to support a sustainable production cycle

To participate:

Email us before sending anything back
Return shipping is the responsibility of the customer
Containers must be unbroken and clean

This small act helps keep materials out of the landfill and fuels our ability to keep prices accessible.

🔁 General Return Policy

Because our items are handmade and scent-sensitive, we do not accept general returns. However, we will always do our best to address concerns with fairness and care.

📩 How to Start a Return or Refund Request

Please email us at PurrScent@gmail.com with:

Your name and order number
A description of the issue
Photos (if applicable)
Your preference: refund, replacement, or store credit

Thank you for supporting small-batch craftsmanship and sustainable practices!

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Any item that is still usable but has minor visual flaws from natural causes such as frosting on the surface or dye settling from uncontrollable shipping environment temperatures. During major weather we will take steps to protect against heat or cold to the best of our abilities, but life happens.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, original method of payment, or as store credit within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Most banks take 5-7 business days, not counting a holiday or weekend day.

Next contact your bank. There is often some processing time before a refund is posted. They need time for everything to process through their system fully before it will typically reflect on the account.

If you’ve done all of this and you still have not received your refund yet, please contact us at PurrScent@Gmail.com and we will get things corrected as quickly as possible.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Custom orders are subject to owners discretion on whether to issue a refund, or a partial refund, when possible.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at PurrScent@Gmail.com and send your item to: 4028 Saint Barbara Lane, Saint Ann, MO 63074

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift store credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to:

Attn: PurrScent Returns

4028 Saint Barbara Lane, Saint Ann, MO 63074

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

PurrScent