Refund & Returns Policy
Last updated: September 2026
At Hill Home Fragrances, we want you to be happy with your order. This policy explains how returns, exchanges and refunds are handled for purchases made through hillhomefragrances.co.za.
1. Returns
If you wish to return an item, please contact us within 7 days of receiving your order.
To be eligible for a return, the item must be:
- Unused
- Unopened
- In its original condition
- In its original packaging
Please contact us before sending anything back so that we can confirm the return process.
2. Non-Returnable Items
For hygiene, safety and customisation reasons, certain items may not be eligible for return unless they are faulty, damaged or supplied incorrectly.
These may include:
- Used or opened candles
- Used or opened wax melts
- Used diffusers, room & linen mists
- Products that have been damaged after delivery
- Customised or personalised products
- Create Your Own products made specifically to your selected specifications
3. Damaged or Incorrect Orders
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible after delivery.
Please include:
- Your order number
- A short description of the problem
- Clear photographs of the item and packaging where applicable
Once we have reviewed the issue, we will advise you on the appropriate next step, which may include a replacement, exchange or refund.
4. Returns Due to Change of Mind
Where a return is accepted because you have changed your mind, the product must meet the return conditions listed above.
Return delivery or courier costs for change-of-mind returns will normally be for the customer’s account unless otherwise agreed by Hill Home Fragrances.
5. Return Shipping
Do not send a return before contacting us and receiving return instructions.
Customers are responsible for ensuring returned products are securely packaged to prevent damage during transport.
Hill Home Fragrances cannot be responsible for returned parcels that are lost or damaged in transit before they reach us.
6. Refunds
Once an approved return has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will be processed using the original payment method where reasonably possible.
The time it takes for the funds to appear in your account may depend on your bank or payment provider.
7. Delivery Charges
Original delivery charges are generally not refundable where an order is returned due to a change of mind.
Where an item is faulty, damaged on arrival or supplied incorrectly, reasonable delivery costs may be covered by Hill Home Fragrances depending on the circumstances.
8. Exchanges
Where an exchange is approved, this will depend on stock availability.
If the requested replacement product is unavailable, we may offer an alternative product, store credit or refund where appropriate.
9. Sale and Promotional Items
Sale or promotional items remain subject to applicable consumer protection laws.
Where an item is not faulty and a return is requested simply because you have changed your mind, additional return restrictions may apply to clearance or final-sale products where this was clearly communicated before purchase.
10. Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection law.
Where a product is defective, unsafe or does not reasonably meet the purpose for which it was supplied, your statutory rights may apply regardless of the general return conditions above.
11. Contact Us
To request a return, refund or exchange, please contact:
Hill Home Fragrances
Email:
hello@hillhomefragrances.co.za
Telephone:
070 463 3169
Please include your order number whenever possible so we can assist you more quickly.