Cancellation policy

1. Purchase Options & Subscription Cancellation Policy

  • Automatic Billing Authorization: By completing a purchase for any recurring subscription, pre-order, or deferred purchase option, you authorize Loch Shores Home Fragrance to charge your payment method on file at the specified price and frequency until the plan is completed or canceled.

  • Cancellation Timeframe: You may cancel a recurring subscription or purchase option at any time prior to your next scheduled billing date.

  • Effective Date: Cancellations take effect at the end of the current paid billing period, and you will retain access to your subscription or service through the remainder of that active period.

  • Refund Eligibility: Previously processed subscription payments and recurring fees are non-refundable unless required by applicable consumer law. Partial billing cycles are not prorated.

  • How to Cancel: You can manage or cancel your purchase options directly through your online customer account portal or by contacting our customer support team.

2. Standard Returns & Cancellation Policy

  • Right to Cancel: You have the legal right to cancel your order within 14 calendar days from the day you (or a third party designated by you) physically receive your items.

  • Return Period: Once you notify us of your decision to cancel, you have an additional 14 calendar days to post the items back to us.

  • Refund Window & Delivery Costs: We will issue a full refund—including standard outgoing delivery costs—within 14 calendar days of receiving the returned goods back, or receiving proof that you have sent them back (whichever is earlier). You are responsible for paying the return postage costs for change-of-mind cancellations.

  • Unopened & Unused Goods: You are permitted to open the outer packaging and inspect or smell the wax melts to establish their nature and fragrance.

  • Used or Melted Goods: Items must be returned unused and intact. If a wax melt has been burned, melted, cut, or broken into pieces, we reserve the right to reduce or refuse your refund (up to 100%) to account for the loss in value, as the product has been diminished beyond reasonable inspection.

  • Packaging: Standard plastic clamshells or wax paper wrappers do not qualify for hygiene exemptions. Unopened items in this packaging remain fully eligible for return within the 14-day period.

3. Open Box Shipping & Cancellation Policy

  • How Open Box Works: Our Open Box service allows you to build your wax melt collection over time while saving on delivery fees. When you select the Open Box option at checkout, we pick, pack, and securely store your items in our facility without charging you for postage. You can continue adding items to your open box for up to a maximum holding period of 90 calendar days from the date of your first item purchase.

  • Closing & Shipping Your Box: When you are ready to receive your collected items, select the "Close Box" shipping option at checkout alongside your final product purchase. Purchasing Close Box postage signals to our team that your collection is complete. We will pack your final item with the rest of your held products and dispatch your entire order in a single shipment.

  • 90-Day Limit: If your box reaches the 90-day limit without a Close Box order, we will email you to arrange postage. If we do not hear back within 7 calendar days, we reserve the right to cancel your held orders and refund your payment.

  • Cancellations Before Shipping: You are free to cancel individual items or your entire Open Box at any point before your package is dispatched. If you change your mind while your items are sitting in our holding area, simply email us with your order details and we will issue a full refund for any unfulfilled products back to your original payment method.

  • Returns After Delivery: For Open Box orders, your statutory 14-day cancellation period begins the day after your Closed Box package is physically delivered to your address. All standard return rules, 14-day notification windows, and product condition requirements outlined in our Standard Returns Policy apply once the package arrives.