Refund policy

Our policy in short
Everything we sell is made by hand in small batches, and our scented beads, incense and talismans are worn on the skin or burned, so they can't be resold once they leave us. For these reasons we do not accept returns or exchanges, and we do not accept items shipped back to us. If something is wrong with your order, we'll put it right without asking you to send anything back.

Damaged, defective or wrong items
Please check your order as soon as it arrives. If an item is damaged, defective or not what you ordered, email us at sales@eurusscent.com within 7 days of delivery with your order number and clear photos of the item and its packaging. Once we've reviewed your photos, we'll send you a replacement or refund you in full or in part. You don't need to return the item.

Lost or undelivered parcels
If your tracking hasn't updated for 10 business days, or your parcel shows as delivered but hasn't reached you, contact us and we'll look into it with the carrier. If the parcel is confirmed lost, we'll reship your order or refund you.

Cancelling an order
You can cancel for a full refund at any time before your order ships. Email us as soon as possible; once an order has been dispatched it can no longer be cancelled. Personalised pieces, such as a talisman made with a name, can't be cancelled once work on them has begun.

Readings
A reading is a personal service. You can cancel for a full refund before our practitioner begins work on it. Once your reading has begun or been delivered, it is non-refundable. If for any reason we can't complete your reading, we'll refund you in full.

Change of mind
We don't offer refunds for a change of mind, a different scent preference or the wrong size. Please read the product details and size information before you order, and message us if you're unsure. We're happy to help you choose.

Customers in the UK and the European Union
Nothing in this policy affects your statutory rights. If you are a consumer in the UK or the EU, you may have a legal right to cancel your purchase within 14 days of delivery without giving a reason. To use it, email us within that period before sending anything back. Items must be unused and in their original sealed packaging, return postage is at your own cost, and we'll refund you within 14 days of receiving them. This right does not cover personalised or made-to-order items, sealed items that have been opened or worn for hygiene reasons (such as a worn bracelet or opened incense), or a reading that has begun at your request.

Refunds
Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few more days to post it. If more than 15 business days have passed since we approved your refund, please contact us at sales@eurusscent.com.

Questions
For anything about your order, email us at sales@eurusscent.com.