Refund policy
HOME BY TOUCH RETURN & REFUND POLICY
Effective Date: August 20, 2026
At Home By TOUCH, we take pride in the quality, presentation, and craftsmanship of our products. We want you to love your purchase while also protecting the integrity and safety of our home fragrance products.
Please review the following policy before making your purchase.
1. 14-Day Return Window
We accept eligible returns requested within 14 calendar days of delivery or local pickup.
To request a return, email:
info@homebytouch.shop
Please include:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for the return
- Photos if the item arrived damaged, defective, leaking, or incorrect
A return must be approved by Home By TOUCH before it is sent back.
Items returned without prior authorization may not be accepted.
2. Return Eligibility
To qualify for a return, merchandise must be:
- Unused
- Unopened where applicable
- Unburned
- Uninstalled
- In its original condition
- In the original product packaging
- Complete with all accessories, components, manuals, reeds, lids, boxes, cords, adapters, or other items originally included
Proof of purchase is required.
Candles
Candles must be unused and unburned. The wick must not have been lit or trimmed for use.
Reed Diffusers
Reed diffusers must be unopened and unused. Once fragrance liquid has been opened, poured, or reeds have been inserted, the product cannot be returned.
Fragrance Oils
Fragrance oils must remain sealed, unopened, and unused.
For safety and product-integrity reasons, opened fragrance oils cannot be returned.
Car Fresheners
Car fresheners must be unopened, unused, and in their original packaging.
Smart & HVAC Scent Diffusers
Smart scent and HVAC diffuser equipment must be:
- Unused
- Uninstalled
- In original packaging
- Returned with all accessories and components
Once a unit has been installed, used, altered, or shows signs of use, it is not eligible for a standard return.
This does not apply to an item confirmed to have arrived defective or damaged.
3. Non-Returnable & Final Sale Items
The following items are final sale unless required otherwise by law:
- Opened or used fragrance oils
- Opened or used reed diffusers
- Burned or used candles
- Used car fresheners
- Installed or used scent machines
- Personalized products
- Custom-made products
- Custom gift boxes
- Private-label orders
- Wholesale or bulk orders unless otherwise stated in a written wholesale agreement
- Clearance merchandise specifically marked Final Sale
- Complimentary gifts
- Promotional samples
- Free tea-light samples
- Gift cards
Gift Cards
Purchased Home By TOUCH gift cards are non-refundable but do not expire, except where a different treatment is permitted by applicable law for a qualifying promotional or similar certificate.
4. Return Shipping
For standard returns based on preference, scent selection, ordering the wrong item, or changing your mind:
The customer is responsible for return shipping costs.
We strongly recommend using a trackable shipping method.
Home By TOUCH is not responsible for a return shipment that is lost or damaged while being sent back to us.
Original shipping and delivery charges are non-refundable unless the return resulted from an error by Home By TOUCH or the product arrived damaged or defective.
5. 3% Restocking Fee
Approved standard returns are subject to a 3% restocking fee based on the merchandise amount being returned.
The restocking fee does not apply when:
- Home By TOUCH shipped the wrong item
- The product arrived damaged
- The product arrived defective
- Home By TOUCH otherwise determines that the return resulted from our error
6. Damaged, Defective, Leaking or Incorrect Orders
Please inspect your order as soon as it arrives.
If your order arrives:
- Broken
- Damaged
- Leaking
- Defective
- Missing an item
- Containing the wrong product
please contact info@homebytouch.shop as soon as possible.
We recommend reporting shipping damage within 3 calendar days of delivery so that we can properly document the issue and, when appropriate, pursue a carrier claim.
Please provide:
- Order number
- Photos of the damaged product
- Photos of the shipping box
- Photos of the packaging materials
- Photo of the shipping label, when requested
Once verified, Home By TOUCH may provide, as appropriate:
- A replacement
- A replacement component
- Store credit
- A refund
Home By TOUCH will cover reasonable replacement or return shipping when the issue resulted from our error or a verified damaged/defective delivery.
7. Refund Processing
Once an authorized return is received, we will inspect the merchandise.
Please allow approximately 3–5 business days for return inspection and processing.
If approved, your refund will be issued to the original payment method.
Depending on your bank, credit card company, Shop Pay provider, PayPal, or other payment processor, it may take approximately 5–10 business days after the refund is issued for the credit to appear on your account.
Approved standard refunds may be reduced by:
- The 3% restocking fee
- Original shipping charges
- Return shipping charges paid by Home By TOUCH when those charges are the customer’s responsibility
8. Exchanges
Because fragrance selections and inventory may vary, we do not guarantee direct exchanges.
For a standard preference-based exchange, we may ask you to:
- Return the eligible original item, and
- Place a new order for the desired product.
If Home By TOUCH shipped an incorrect or damaged product, we will work with you directly regarding replacement.
9. Order Cancellations
Standard orders may be canceled within 12 hours of purchase or before the order enters fulfillment or a shipping label has been created, whichever occurs first.
To request cancellation, email:
info@homebytouch.shop
Include your order number and CANCEL ORDER in the subject line.
Once an order has entered fulfillment or shipped, it cannot be canceled and will instead be subject to this Return & Refund Policy.
10. Refused & Undeliverable Packages
If a package is refused, returned because of an incorrect address supplied by the customer, or otherwise deemed undeliverable:
- The customer may pay the applicable shipping charge to have the order resent; or
- An eligible refund may be issued after the package is returned to Home By TOUCH.
Any refund may be reduced by original shipping, return shipping, or other carrier charges incurred because of the failed delivery, except where the delivery problem resulted from an error by Home By TOUCH.
11. Local Pickup Orders
The same 14-day return period applies to eligible local pickup purchases.
The return period begins on the date the order is picked up.
Approved returns may be brought to our Miami pickup location during business hours after return authorization has been issued.
12. Subscription Orders
Once a subscription order has been processed, that shipment is treated as an individual order and is subject to this Return & Refund Policy.
Canceling a subscription stops eligible future renewals; it does not automatically cancel or refund an order that has already been processed.
Subscription customers may manage eligible cancellations, pauses, and skips according to the Home By TOUCH Subscription/Cancellation Policy.
13. Marketplace Orders
Purchases made through third-party marketplaces or sales platforms may also be subject to that platform’s return and refund requirements.
When marketplace rules provide customers with additional rights or requirements, the applicable marketplace policy will control for purchases made through that platform.
14. Custom, Corporate & Wholesale Orders
Custom gift boxes, personalized merchandise, corporate gifting orders, event orders, private-label products, wholesale purchases, and other made-to-order products may have separate terms.
Once customization or production has begun, these orders may be final sale and non-refundable.
Any different return, cancellation, deposit, or refund terms will be disclosed in the applicable invoice, quote, contract, or wholesale agreement.
15. Contact Home By TOUCH
Questions regarding a return, refund, damaged order, or cancellation may be directed to:
Home By TOUCH
Email: info@homebytouch.shop
Office: 786-706-5440
Pickup Location:
14221 SW 120th St, Suite 106
Miami, FL 33186
Business Hours:
Monday–Friday
10:00 AM–5:00 PM ET
Website: homebytouch.shop
Home By TOUCH reserves the right to refuse returns that do not meet the eligibility requirements stated above, subject to applicable law.