Refund policy

Last Updated: 03/18/2025

At ResilScents, we are committed to providing high-quality handcrafted fragrance products and a seamless experience for our customers and partners, whether they’re shopping online, at our brick-and-mortar location, or at one of our events. Below are our updated policies to ensure clarity and transparency for all types of transactions.

Returns

We offer a 30-day return policy on most items purchased directly from us (excluding items purchased through third-party platforms like Etsy, Faire, or at events). You have 30 days after receiving your item to request a return.

To be eligible for a return, the item must:

  • Be in the same condition as received, unworn or unused.
  • Include original tags and packaging.
  • Be accompanied by a receipt or proof of purchase.

How to Start a Return:
To initiate a return, contact us at resilscentssales@gmail.com.
Once your return is approved, we’ll provide:

  • A return shipping label.
  • Instructions on how and where to send your package.

Items sent back to us without prior approval will not be accepted.

For any return-related questions, feel free to email us at resilscentshelp@gmail.com.

Damages and Issues

Please inspect your order immediately upon receipt. If you discover any damage, defects, or errors with your order, please contact us within 7 days. We will work swiftly to resolve the issue.

How to Report Damages or Issues:

  • Contact us at resilscentshelp@gmail.com with photos of the damaged or defective item.
  • We will review the issue and arrange for a replacement, store credit, or refund based on the situation.

Exceptions / Non-Returnable Items

The following items are not eligible for returns:

  • Custom-designed or made-to-order items.
  • Perishable goods (e.g., food, plants).
  • Hazardous materials, flammable liquids, or gases.
  • Sale items or gift cards.
  • Items purchased through third-party retailers (Etsy, Faire, etc.).

If you’re unsure whether your item qualifies for a return, please reach out to us for clarification.

Exchanges

To exchange an item, please initiate a return for the original item first. Once your return is processed, you can place a new order for the replacement product.

Shipping and Delivery

  • For products ordered online through our website, shipping will be calculated at checkout based on your delivery location.
  • Products purchased in our brick-and-mortar store or at events are subject to different shipping terms.

Shipping to EU Customers:
As part of the European Union’s 14-day cooling-off period, customers based in the EU have the right to cancel or return their order within 14 days for any reason, without justification.

To be eligible for a return:

  • The item must be in the same condition as received, unworn or unused.
  • Original tags and packaging must be included.
  • Proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you of the approval or denial of your refund. If approved, refunds will be processed to your original payment method within 10 business days.

Please note that your bank or credit card company may take additional time to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at resilscentshelp@gmail.com for further assistance.

Wholesale Accounts & Third-Party Sales

ResilScents continues to operate wholesale partnerships through platforms like Etsy, Faire, and various online wholesale accounts. All wholesale returns must adhere to the individual terms set by these platforms. If you are a wholesale partner, please refer to your specific account’s return policy for details.

For Customers Who Shop at Arts & Crafts Fairs or Other Events:
Items purchased directly from ResilScents at events or fairs are subject to our standard return policy above. Please keep your receipt as proof of purchase for any returns.

1099 Employees

At ResilScents, we value our independent contractors (1099 employees) who help us spread the love for our handcrafted products. Please note that our policies do not affect your contractual terms. Please refer to your individual agreement for specific guidelines regarding compensation, work conditions, and other employee-specific matters.

EU & EEA Customers — Statutory Right of Withdrawal (Cooling-Off Period)

If you are located in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with the EU Consumer Rights Directive.

To exercise your right of withdrawal, contact us before the 14-day period expires at: Email: resilscents@gmail.com Phone: +1 256-320-9655

You must return the item(s) within 14 days of notifying us of your withdrawal. Items must be unused, in their original packaging, and in the same condition as received.

Refunds will be issued within 14 days of receiving the returned goods, using the same payment method used for the original purchase. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Exceptions — the right of withdrawal does not apply to:

  • Sealed goods that have been opened and cannot be returned for hygiene or health protection reasons (e.g., opened candles, soaps, lotions)
  • Custom or personalized items made to your specifications
  • Digital products that have been accessed or downloaded