Refund policy

Last updated: July 2025

We want you to love every order from Isle of Essence. If something’s not quite right, we’ll do our best to sort it.

🛍️ Returns

You may return your item(s) within 14 days of receiving your order, as long as:

  • Items are unused, unopened, and in original condition

  • You contact us within the 14-day window via info@isleofessence.co.uk

  • You return the items to us within 14 days of notifying us

Please note:

  • You’ll need to cover the return postage costs unless the item is faulty or sent in error.

  • We recommend using a tracked service — we can’t be responsible for returns that go missing.

  • Once we’ve received and inspected the returned items, we’ll process your refund within 5 working days.

❌ Non-Returnable Items

For hygiene and safety reasons, we can’t accept returns on:

  • Used or opened wax melts

  • Any product not in its original condition

  • Sale or clearance items (unless faulty)

💸 Refunds

If your return is approved, we’ll refund the amount paid using your original payment method.
Please allow time for your bank or payment provider to process the refund.

If you haven’t received your refund after 10 working days, please contact us at info@isleofessence.co.uk.

🔄 Exchanges

We don’t offer direct exchanges at this time. If you’d like a different item, simply return the original product for a refund and place a new order.

💔 Damaged or Faulty Items

If your order arrives damaged or you believe there’s a fault, please email us within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

We’ll get back to you quickly and do our best to make it right.

If you’ve got any questions about our returns or refunds, reach out at info@isleofessence.co.uk — we’re happy to help.