Refund policy

Last updated: 6 October 2026

We want you to be happy with everything you order from Thistle & Hearth. If something isn't right, this page explains what to do.

Changed your mind

You can cancel your order and return it for a refund within 14 days of receiving it. Please tell us within those 14 days, then send the item back within a further 14 days.

To be eligible, items must be unused, in their original packaging and in a condition we can resell. Return postage is paid by you, and we recommend a tracked service, as you're responsible for the parcel until it reaches us. We refund the standard delivery charge you paid on the original order.

Items we can't take back

For health and hygiene reasons we can't accept returns of essential oils, blends, roll-ons, bath products, soaps, skincare and other fragranced or personal-care products once the seal has been broken or the item has been used. Unopened, sealed items can be returned as normal.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or not what you ordered, we'll put it right with a replacement or a full refund, including the delivery charge and any return postage.

Please contact us within 3 days of delivery with your order number, a description of the problem and a photo or two, so we can resolve it quickly. You won't usually need to send the item back. This doesn't affect your legal rights, so if a fault appears later, please still get in touch.

Missing parcels

If your order hasn't arrived within 10 working days of the estimated delivery date, contact us and we'll investigate and arrange a replacement or refund.

How to start a return

Send us a message through our Contact page, or email us directly at info@thistleandhearth.co.uk, with your order number and the reason for the return. We'll reply within 1 working day with the return address and next steps. Please don't send anything back before you hear from us.

Refunds

Once we receive your return, we'll check it and refund you to your original payment method within 14 days. Your bank may take a few more days to show it.

Colour and scent variations

Natural materials, stone, wood and handmade finishes vary from piece to piece, and fragrance can differ slightly between batches. These variations are normal and aren't a fault.

Your rights

Nothing in this policy affects your statutory rights under UK consumer law.