Refund Policy

Refund Policy — Scent Stories by Joanna

Last updated: 30 November 2025

1. Introduction

At Scent Stories by Joanna, we want you to love your order.
This Refund Policy explains when and how you can request returns, refunds, or replacements.

This policy follows EU consumer law, including the 14-day right of withdrawal, and Dutch regulations.

2. Right of Withdrawal (14-Day Cooling-Off Period — EU Law)

You have the right to cancel your order within 14 days of receiving your items.

However, the right of withdrawal does NOT apply to:

  • Used candles, wax melts, or room sprays

  • Opened fragrance products

  • Custom or personalized products (e.g., custom candle text, custom labels, personalized gift boxes)

  • Products sealed for health/hygiene reasons once opened

  • Sale or clearance items (optional—choose if you want this)

These exceptions are in accordance with EU consumer law.

3. Return Conditions

To qualify for a return:

  • Products must be unused, unopened, and in original condition

  • Products must be securely packaged for return

  • Returns must be requested within 14 days of delivery

  • Items must be sent back within 14 days of your return request

You are responsible for ensuring the package arrives undamaged.

4. How to Request a Return

Please email us at scentstoriesbyjo@gmail.com with:

  • Your name

  • Order number

  • The item(s) you want to return

  • Reason for return (optional)

  • Clear photos if item is damaged or incorrect

We will respond within 2–5 business days with return instructions.

5. Return Shipping Costs

Unless the item arrived damaged or incorrect:

  • Customers are responsible for return shipping costs

  • We do not reimburse shipping fees (initial shipping or return shipping)

If the product arrived damaged or incorrect, we will cover all shipping costs.

6. Damaged or Incorrect Items

If your order arrives damaged, incorrect, or defective:

  • Contact us within 48 hours of delivery

  • Send clear photos/videos of the issue and packaging

If the issue is verified, you may choose between:

  • A replacement,

  • A store credit, or

  • A full refund.

We cover shipping costs for damaged/incorrect items.

7. Refunds

After we receive and inspect your return, we will notify you whether the refund is approved.

If approved:

  • Refunds are issued within 14 days

  • Refunds are sent to the original payment method

  • You will receive an email confirmation

We may deduct value if the product has been used, opened, or damaged by the customer.

8. Items Not Eligible for Refund

We cannot refund:

  • Customized or personalized candles (including custom text)

  • Opened or used candles, wax melts, or sprays

  • Products returned in poor or used condition

  • Gift cards

  • Digital products (unless legally required)

9. Exchanges

We currently do not offer direct exchanges.
If you want a different item, return your product (if eligible) and place a new order.

10. Lost or Stolen Packages

We are not responsible for:

  • Parcels marked as “delivered” by the carrier

  • Incorrect address entered by the customer

If the courier confirms loss, we will assist in filing a claim.

11. Customs & International Orders

International customers are responsible for:

  • Customs fees

  • Import taxes

  • Delays caused by customs

These charges are non-refundable.

12. Contact Us

For any questions about returns or refunds, contact us:

📧 scentstoriesbyjo@gmail.com