Refund & Returns Policy

Last updated: 26 August 2026

At Dory’s, we want you to be completely happy with your purchase. As our wax melts are handmade with care, we understand that sometimes you may need to return an item or contact us about an issue.

This policy explains how returns, refunds and exchanges work when you shop with Dory’s.

1. Your Right to Cancel

If you have purchased from our website, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

If you wish to cancel your order, please contact us within 14 days of receiving your order at:

Email: dory-melts@outlook.com

Once you have notified us that you wish to cancel, you have a further 14 days to return the goods to us.

Returned items should be unused and, where reasonably possible, in their original packaging and condition.

Please note that this does not affect your statutory rights.

2. Returning an Item

If you wish to return an item because you have changed your mind, please contact us before sending anything back.

Unless the item is faulty, damaged or not as described, you will normally be responsible for the cost of returning the item to us.

We recommend using a tracked postal service and keeping your proof of postage, as we cannot be responsible for items that are lost or damaged while being returned to us.

3. Refunds

Once your returned item has been received and checked, we will process any refund you are entitled to.

Where you cancel an online order within your statutory cancellation period, we will refund the cost of the goods and the standard delivery charge paid at the time of purchase.

If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery service.

Refunds will normally be made using the same payment method used for the original purchase.

Where required by law, refunds will be issued within 14 days of receiving the returned goods or receiving appropriate evidence that the goods have been returned.

4. Faulty or Damaged Items

We take great care when making and packaging every Dory’s wax melt. However, if your order arrives damaged, faulty or not as described, please contact us as soon as possible.

Please email us at dory-melts@outlook.com and include:

• Your order number

• A description of the problem

• Photographs of the item and packaging, where possible

We will assess the issue and arrange an appropriate remedy in accordance with your consumer rights. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.

You will not be asked to pay return postage for an item that is faulty, damaged or not as described where Dory’s is responsible for the issue.

5. Wrong Item Received

If you receive the wrong product or fragrance, please contact us at dory-melts@outlook.com as soon as possible.

We will arrange for the correct item to be sent to you and, where applicable, provide instructions for returning the incorrect item.

6. Handmade Products

Our wax melts are handmade in small batches, so slight variations in colour, shape, finish or appearance may occur between products.

These natural variations are part of the handmade nature of Dory’s products and do not necessarily mean that an item is faulty.

Fragrance strength can also be experienced differently from person to person. A preference for a particular fragrance strength does not, by itself, mean that a product is faulty.

7. Melting, Handling & Safety

For safety reasons, please always follow the burning and usage instructions supplied with your wax melts.

We cannot accept responsibility for damage or injury caused by using our products incorrectly, ignoring safety instructions or using products for purposes for which they were not intended.

Nothing in this policy limits your statutory consumer rights.

8. Exchanges

If you would like to exchange an item simply because you have changed your mind, please contact us first.

Where an exchange is possible, we will let you know how to proceed. Your statutory cancellation and consumer rights remain unaffected.

9. Contact Us

If you have any questions about your order, returns or refunds, please get in touch:

Dory’s
Email: dory-melts@outlook.com

We’re a small handmade business and really appreciate your support and patience. 💙

Dory’s — handmade with love, one melt at a time.