Refund policy

 

How to Submit a Claim Request

 

 

  1. Sign in at myportal.homefragranceco.com and select the location you wish to return an item from.

  2. Select the order containing the item(s) you wish to return.

  3. At the top right of the order page, click “Claim Return.”

  4. Select the item(s) you wish to return.

  5. Choose a reason from the accepted options:

     

    • Damaged or Defective

    • Received Wrong Item

    • Changed My Mind

    • Other

     

  6. In the Notes field, please provide details:

     

    • Damaged or Defective: Specify the issue. For transit damage, note whether it’s the packaging or the vessel. For defects, describe the fault clearly.

    • Received Wrong Item: State which SKU was received in error.

    • Other: Use this for missing items (e.g., “Haven’t received stock”). Note that freight carriers may split shipments; missing items are typically resolved within 3 business days.

     

  7. Also in the Notes, indicate whether you’d like a replacement sent. If not specified, we’ll issue store credit by default.

     

    • Net Terms Customers: Credit will be applied to your balance owed.

    • Prepaid Customers: Credit will appear in your account for use on your next order.

     

 

 

 

 

After You Submit

 


Your request will be reviewed within 3 business days.

For damaged or defective claims, you may be asked to provide photos before approval.


If only the packaging is damaged, we may send replacement packaging or apply a 25–100% discount depending on severity.

If a diffuser package is damaged and testers were requested for the order, the damaged unit will become the tester SKU by default. If multiple diffusers packages are damaged, one will be treated as the tester, and the rest as normal damage claims.


All returns are handled case by case to ensure fairness and accuracy.

 

 

 

Change of Mind Returns

 


If the goods were delivered correctly but you wish to return them for personal reasons:

 

  • A $10 flat return shipping fee applies per item/SKU.

  • A 6% restocking fee will be deducted from the store credit.

  • You are responsible for return shipping to:

     

    • Australia: Suite 7/39 Stanley Street, Bankstown NSW 2200

    • United Kingdom: 72b Clywedog Road East, Wrexham LL13 9XE