Refund policy
**Scent Stories by Jo**
Stationsstraat 80
6026 CW Maarheeze
The Netherlands
Email: scentstoriesbyjo@gmail.com
Phone: +30 6955445154
Website: www.scentstoriesbyjo.eu
Instagram: @scent_stories_
Chamber of Commerce (KvK) number: 98122274
VAT number (btw-id): [NL005309605B96]
Owner: XHUANA QOLI
Questions or complaints? Email us and we'll reply within 2 working days. EU customers can also use the European Commission's online dispute resolution platform: https://ec.europa.eu/consumers/odr
---
## Refund policy
Every Scent Stories candle and wax melt is poured by hand. We check each order and pack it carefully before it leaves us.
### 14 days to change your mind
You can return most items within **14 days** of receiving your order, for any reason. Here's how:
1. Email us at scentstoriesbyjo@gmail.com within 14 days of delivery. Include your order number and the items you want to return.
2. Send the items back within 14 days of your email. They need to be unused, with candles unlit and wax melts unopened, and in their original packaging.
3. You pay the return shipping, unless the item arrived damaged or we sent you the wrong one.
Once we receive the items, we refund you within 14 days. The refund goes back to the payment method you used, and it includes the standard shipping cost of your original order. If you return only part of an order, we refund the shipping in proportion.
If a returned item has been used or damaged, we may reduce the refund to cover the loss in value.
### Items we can't take back
- Personalised or custom-made items, such as candles with your own scent, name or message.
- Gift cards.
### Damaged or wrong items
Candles are fragile, and now and then one gets damaged on its way to you. If your order arrives damaged, faulty or isn't what you ordered, email us **within 7 days** of delivery with your order number and a photo. We'll send you a replacement or a full refund, whichever you prefer, and you won't pay anything for it.
This doesn't affect your legal rights. If a product turns out to be faulty, you are covered by the legal guarantee under EU and Dutch law.
### Workshop tickets
Workshop tickets follow their own cancellation policy, which you can find in our Terms of Service and on each workshop page. In short: cancel 7 or more days before for a full refund or a new date, 3 to 6 days before for workshop credit, and within 48 hours no refund. You can always send a friend in your place.
### Questions
Email scentstoriesbyjo@gmail.com and we'll get back to you within 2 working days.
