Refund policy

Return, Exchange, and Refund Policy

Due to the nature of fragrance products, all purchases are generally final. For hygiene, safety, and product integrity reasons, returns, exchanges, or refunds are only considered in limited cases that meet the requirements below.

Cases Eligible for Review

A return, exchange, or refund request may only be reviewed if:

  • the customer receives the wrong item
  • the item arrives damaged, defective, leaking, or broken
  • part of the order is missing due to our packing error

Claim Period

Any claim must be submitted within 48 hours of the package being marked as delivered by the courier. Claims submitted after this period may be declined.

Mandatory Proof for Claims

To protect both the customer and House of Hiraeth from fraud or misuse, all claims must include complete evidence:

  • order number
  • full name used for the order
  • clear photos of the outer package
  • clear photos of the shipping label
  • clear photos of the product and packaging condition
  • full unboxing video from before the package is opened until the issue is clearly shown, with no cuts or edits

Claims without a continuous unboxing video may be rejected.

Condition for Eligibility

To be eligible for approval:

  • the item must be unused
  • the item must remain in its original packaging
  • the issue must be clearly supported by the submitted evidence
  • the customer must cooperate with any reasonable verification request from House of Hiraeth

Non Returnable and Non Refundable Cases

We do not accept returns, exchanges, or refunds for:

  • change of mind
  • personal scent preference
  • products that have been opened or used
  • claims submitted without sufficient evidence
  • claims submitted after the stated claim period
  • minor packaging wear that does not affect the product itself
  • delivery issues caused by incorrect customer information
  • failed delivery caused by customer unavailability or refusal to receive the package
  • orders delayed by courier operations or circumstances beyond our control

Verification and Anti-Fraud Review

All claims are subject to review and verification by House of Hiraeth. We reserve the right to:

  • request additional photos, videos, or information
  • reject claims that show signs of tampering, misuse, inconsistency, or fraud
  • limit or refuse future service in cases of abusive or repeated suspicious claims

House of Hiraeth reserves full discretion to determine whether a claim qualifies under this policy.

Approved Resolution

If a claim is verified and approved, House of Hiraeth may provide one of the following resolutions, depending on the nature of the issue:

  • replacement product
  • exchange with the correct item
  • store credit
  • refund to the original payment method

The resolution type will be determined solely by House of Hiraeth based on stock availability, verification results, and the nature of the case.

Return and Replacement Shipping Cost

If a return, exchange, or refund request is approved due to an error on our part, including damaged, defective, incorrect, or incomplete orders caused by our fulfillment process, House of Hiraeth will cover the applicable return or replacement shipping cost.

If a claim does not meet our policy requirements, or if the issue is not caused by our error, any shipping cost incurred will not be covered by House of Hiraeth.

Refund Processing

If a refund is approved, it will be issued to the original payment method used for the order. Processing time may vary depending on the payment provider, bank, or platform. Original shipping fees are non-refundable unless the refund is due to our confirmed fulfillment error.

Contact for Claims

For return, exchange, or refund requests, please contact House of Hiraeth through our official contact channel and include all required claim evidence. Incomplete submissions may delay review or result in rejection.