Returns Policy
We take pride in the quality of our products and want you to be completely satisfied with your purchase. However, we understand that issues can occasionally arise. We strive to communicate transparently with you and resolve any issues in a timely manner. Please read all return policies below.
Purchasing items from this website constitutes agreement to all policies.
Respectful Communication Policy
Hexes & Heirlooms is a small, curated business committed to providing a positive and respectful experience for every customer. With over 25 years of customer service experience, our owner, Jessica, is dedicated to ensuring fairness, clarity, and support throughout every interaction.
We kindly ask that all communication remain courteous and respectful. Abusive, threatening, or inappropriate behavior may result in limited assistance, including restrictions on returns or issue resolution, as permitted by our store policies. Our team is committed to being polite, professional, and helpful, and we expect the same standard of conduct in return.
Hexes and Heirlooms reserves the right to deny refund or replacement if the Respectful Communication policy is not followed.
Returns Are Accepted Only for Damaged or Broken Items
If your item arrives damaged or defective, we are here to assist you. Customers must notify Hexes & Heirlooms within 7 days of delivery to initiate a return or replacement. Failure to report an issue within this timeframe will result in forfeiture of eligibility for return or replacement.
Returns are accepted only for items that arrive damaged or defective. Items that are sealed (such as certain tarot decks or sealed spell kits) are non‑returnable once opened. Products damaged due to weather exposure or environmental conditions after delivery are not eligible for return. Hexes & Heirlooms is not responsible for where a carrier leaves a package upon delivery.
We package all orders with great care, even when this increases shipping costs. Customers will not be charged for additional packaging materials required to ensure safe delivery.
Candle-Specific Policy
Soy and soy‑blend candles may naturally develop “frosting” or a powdery appearance. This is a normal characteristic of soy wax and does not affect burn quality; therefore, it is not considered a defect. Some candles include gemstones that may loosen during transit. If this occurs, gently press the stone back into place. This is not considered damage or a defect, as many items are handmade and may shift if jostled.
(Always remove any flammable materials from candles before burning. Never leave a burning candle unattended. Hexes & Heirlooms is not responsible for any damage caused by misuse of candles or open flame, if flammables are present in your candle; ex: dried flowers, gems, remove before burning.
Replacement Process
If an item arrives broken, Hexes & Heirlooms will replace it at no additional cost. The damaged item must be returned to us before a replacement is issued. Customers must provide clear photos of both the damaged item and the shipping box. Failure to provide images of the box may result in forfeiture of eligibility for replacement.
Hexes & Heirlooms is not responsible for the cost of return shipping labels for damaged items. Replacement items will be shipped to the customer at no additional charge.
Out-of-Stock or Discontinued Items
Replacement items may require additional time if we or our vendors are temporarily out of stock. In such cases, customers may choose either:
a refund for the item, or
to place the item on backorder.
If backorder is selected, the customer forfeits the option for a refund. Estimated restock times are approximate and may vary. If an item is discontinued and cannot be replaced, a refund will be issued for the product cost. Shipping fees are non‑refundable. Please note ETA mean ESTIMATED TIME OF ARRIVAL. It is not set in stone. We will communicate with you regularly if there is a wait time.
Email: HexesandHeirlooms@gmail.com or fill out the CONTACT US on the website for any issues.
Return Instructions:
Email us at HexesandHeirlooms@gmail.com with your order number and clear photos of the damaged item along with images of the box it came in .
Once approved, you’ll receive an RMA number along with return instructions.
Ship the item back in its original packaging and any items associated with said item and write the RMA number clearly on the package.
Waiting more than 7 days to alert Hexes and Heirlooms about the damage forfeits returning the item. Once a RMA is created the damaged items must be sent back in a timly manner so we can get your item replaced ASAP.
Return Shipping Costs:
Buyers are responsible for all return shipping costs. We do not provide prepaid return labels. We recommend using a trackable shipping service, as we are not responsible for lost or undelivered return packages.
Refunds
Once your return is received and inspected, we will issue a refund to your original form of payment. Refunds typically take 5 to 7 business days, depending on the payment method and your financial institution’s processing times. Once refunded on our end, we are not responsible for lags with the banking system to refund.