Returns & Refunds

At Henry & Co, we want you to be happy with your order. This policy explains how to cancel an online purchase or contact us about a return.

Change-of-mind returns

For online purchases, you have 14 days after receiving your goods to tell us that you wish to cancel, without giving a reason. If your order arrives in separate deliveries, this period starts when you receive the last item.

After notifying us, you have a further 14 days to send the goods back. We do not offer an additional change-of-mind returns period beyond these cancellation rights.

To notify us, email hello@henryandcompany.co.uk with your order number or other proof of purchase, or send us another clear statement that you wish to cancel. We will provide return instructions.

Return postage and packaging

You are responsible for arranging and paying the direct cost of returning unwanted items. We do not provide prepaid return labels for change-of-mind returns, unless we specifically agree otherwise or the law requires us to cover the cost.

Please pack items securely, using the original packaging where possible, and keep proof of postage. Returns should be sent to Henry & Co, Unit 1 Runway Business Park, Moor Farm Road West, Airfield Industrial Estate, Ashbourne, Derbyshire, DE6 1HQ.

You may inspect goods as you would in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Burning candles, melting wax melts or using diffusers, fragrance oils, sprays or refills goes beyond inspection.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, contact hello@henryandcompany.co.uk with your order number and details of the problem. Photographs of the item and packaging can help us resolve the issue.

We will arrange an appropriate remedy in accordance with your statutory rights and cover reasonable return costs where required by law. The change-of-mind deadline and customer-paid return postage do not limit your rights in relation to faulty, damaged or incorrectly supplied goods.

Exceptions

Cancellation rights may not apply to goods made to your specifications or clearly personalised, or to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the relevant legal conditions apply. Sale items have the same statutory rights as full-price items.

Refunds

For eligible cancellations, we will refund the price paid for the returned goods and, when you cancel the whole order, the cost of our standard outbound delivery. Any extra amount paid for a premium delivery service is not refundable.

We will refund you without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. Refunds will normally use the original payment method, without a refund fee. Your bank or payment provider may take additional time to display the payment.

Exchanges

If you would prefer a different product, please follow the cancellation and return process above and place a separate order.

Optional cancellation form

You may use the following form to cancel, but you do not have to.

To: Henry & Co, Unit 1 Runway Business Park, Moor Farm Road West, Airfield Industrial Estate, Ashbourne, Derbyshire, DE6 1HQ; hello@henryandcompany.co.uk.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number (if available):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Existing orders and your rights

Updated 22 October 2026. For orders placed before this update, we will honour any more favourable return terms offered when you purchased. Nothing in this policy affects your statutory consumer rights.