Store Policy

Because We Care

At House of scent and stone. we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

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Terms and Conditions

By reading this you accept all Terms & Conditions stated below

Should you disagree with anything stated below please navigate away from Haus of scent and stone now.

We reserve the right to make changes to our Terms & Conditions at any time without warning or prior notification.
You should make note of our Terms & Conditions prior to making any purchases on our site.

DATA PROTECTION
We respect customer privacy at all times and we will never share your information with a third party.

DATA COLLECTION
As part of the order process, it is necessary for us to collect some personal information from you. This may include your name, address, phone numbers, email addresses and payment details.
We may use your personal information:
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 • To process your order
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 • To send you information about our special offer, promotions and updates
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 • To communicate with you regarding enquiries, complaints or sales

INTELLECTUAL PROPERTY
The content of our website, social media, promotional materials and emails including all text logos and any other design are protected by copyright laws in the UK.
We do not allow any unauthorised attempt to copy, modify, distribute or reproduce any content from our websites or social media outlets.

ORDERS
Once you have placed your order, we will package and post your item to the addressed specified during your purchase. Please note that we cannot accept any responsibility for address mistakes. We ask that you check the address before completing your payment.

PAYMENTS
Payment can be made viathe payment specified at checkout, both of which are a secure environment.
Please note that we do not accept cheques as payment.

Order requests will only be accepted should the payment transaction be completed with full payment. Non-payments will result in order cancellation. No compensation will be offered for any payment fail situation.

DELIVERY
house of scent and stone use Royal Mail service, DHL & DPD. At the moment we do not ship internationally.
If Royal Mail / DHL / DPD cannot deliver your parcel and you fail to collect from the PO/ Parcel shop, the parcel may be returned to haus of scent and stone.
Similarly, if you provide incorrect postal details and RM / DHL /DPD are unable to deliver your parcel it will be returned to us at Haus of scent and stone.
Should you wish your parcel to be resent, you will be required to pay the additional postage costs of approximately £6.50, depending on weight, before this can be actioned. This is because we are charged for the costs of the parcel being sent back to us and then again to resend to yourself.

DAMAGED GOODS
At Haus of scent and stone we check every product to ensure that the highest standards have been met on every item prior to despatch. Should you receive any item that you are not satisfied with, you must contact us within 48 hours. You may contact us on 07912312990 or via our email address hofscentstone@gmail.com We will discuss the options with you at the time of contact. When you contact us, please submit supporting evidence of any problems. Should your items be badly damaged, we recommend that you do not accept these from the Royal Mail, DHL or DPD couriers.

RETURNS & REFUNDS
Your customer experience is very important to us and we strive to make your online shopping experience as fun and enjoyable as possible.
If you are not satisfied with your purchase, you can request a return or exchange within 14 days of purchase if the product is in the original condition and packaging. Original condition means that there are no marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition. If the product is not in the original packaging or is damaged in any way we are not obliged to refund you.
To initiate a return, please send an email to hofscentstone@gmail.com, alternatively haus of scent and stone Facebook group, with a list of the items that you want to return and the reason you are not satisfied with the product. We aim to process any request within 7 working days.
You must pay the return postal cost. Please use a "signed for" service to guarantee proof of delivery back into our warehouse. We will not refund any items lost in the post or not delivered to us. Make sure your items are securely wrapped, it is your responsibility to ensure returned items are resalable.
Allow up to 14 days upon return of goods for funds to be credited to your original method of payment (minus any original shipping costs) or an exchange made.
Products given as a gift can only be returned by the original purchaser.

LIABILITY
By using this website or any of our products, you agree that you are at your own risk when using any Haus of scent and stone product.
We are not liable to any party in contract, tort or negligence for death, personal injury, damage, claim, loss or expenses (for example data, reputation, revenue, profit, business or contacts).
From time to time, our website or associated social media pages may contain links to other sites. House of scent and stone takes no responsibility for the content of such.

WARRANTY AND GUARANTEE
Due to the nature of our products, we do not guarantee any of our products or the information provided on our website and/or social media. This includes aftercare on our products. These points (including all others not mentioned here) are for guidance only. We cannot and will not accept any responsibility for any misuse of our products. Ultimate responsibility remains with the consumer for safe operations of candles and products.

COMPLAINTS
Should you have any complaints or suggestions please contact by email :
hofscentstone@gmail.com
Alternatively contact Linzi at:
07912312990
Or Facebook group house of scent and stone

Linzi Murphy