Refund policy

At Heirloom, every product is created with intention, care and the highest quality materials. We want you to feel confident and delighted with your purchase. If something isn’t quite right, we’re here to help.

Please read the policy below carefully, as fragrances, body care and home fragrance products are subject to specific hygiene and safety considerations.

1. Change of mind

Due to the nature of our products, we do not accept returns or exchanges for change of mind once an order has been opened, used or unsealed.

This includes:

• Eau de Parfum
• Home fragrance (candles, room & linen sprays)
• Body & bath products
  

We encourage customers to review product descriptions, scent profiles and rituals carefully before purchasing, as fragrance preference is deeply personal.

2. Faulty or damaged items

If your order arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

• Your order number
  

• A brief description of the issue
  

• Clear photos of the product and packaging
  
  

Once assessed, we will offer one of the following, at our discretion:

• A replacement product
  

• A refund to your original payment method
  
  

Refunds will be processed once the claim has been approved.

3. Allergic reactions or sensitivities

All ingredient lists are provided transparently on our product pages. As individual sensitivities vary, we cannot offer refunds for allergic reactions unless the product is proven to be faulty or incorrectly labelled.

If you have known sensitivities, we recommend reviewing ingredient lists carefully before purchase.

4. Returns process (if approved)

If a return is approved:

• The item must be returned unused, unopened and in its original packaging.
  

• Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
  

• We recommend using a tracked shipping service, as we cannot accept responsibility for lost returns.
  

Once received and inspected, we will notify you of the outcome.

5. Refund timeframes

Approved refunds will be processed within 5–10 business days, depending on your payment provider.

Please note:

• Shipping costs are non-refundable unless the item is faulty.
  

• Refunds will be issued to the original payment method.
  

6. Sale items

Items purchased on sale or promotion are final sale and not eligible for refunds or exchanges unless faulty.

7. Gifts

If you received a Heirloom product as a gift and it is faulty or damaged, please contact us with the order number (if available), and we will assist where possible.

8. Contact us

For all returns or refund enquiries, please contact us at: info@heirloomperfumery.com

Our team aims to respond within 1–2 business days.

A final note

Heirloom is a small, independent fragrance house. Every policy is designed to balance fairness, sustainability and care for our customers, our makers and our materials. Thank you for supporting conscious luxury.