Refund policy
- At Hope + Hot Cocoa we’re all about family. And we want you to be a part of ours. From creating candles and fragrances that are pet-friendly, phthalate-free, and eco-friendly down to our customer care, we care that you are 100% satisfied with your purchase. If something goes wrong with your order, or you simply just don’t like a scent you've ordered, we’re here to help you.
- What if I don’t like the candle or room and linen spray I ordered? Buying candles online can be difficult and sometimes a scent just isn’t the way you imagined it would be. Not to worry! If you’re not a fan of the candle you received, reach out to us at help@hopeandhotcocoa.com and we will help you find something else you love instead. You can ship your unburned candle back to us within 30 days and we'll help you find a scent you like better, at no cost to you!
- What if I don’t like the roll on fragrance I ordered? Buying roll on fragrance online can be difficult and sometimes a scent just isn’t the way you imagined it would be. Unfortunately becausae these are body products we cannot accept a return, however, please reach out to us at help@hopeandhotcocoa.com and we will help you find something else you love.
- What do I do if my order arrives damaged or melted? We’ve got you! In the rare occurrence that something goes wrong with your order, we will make it right! Get in touch at help@hopeandhotcocoa.com and we’ll ship a replacement.
To be eligible for an exchange, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the proof of purchase.
To start an exchange, you can contact us at care@hopeandhotcocoa.com. Please note that returned items for exchange will need to be sent to the following address: 4020 Copper View, Ste 225, Traverse City, MI 49684.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.
You can always contact us for any exchange questions at care@hopeandhotcocoa.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unburned or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the exchange was approved. If approved, you’ll be sent new tracking information when your exchange ships.
If more than 14 business days have passed since we’ve received your return, please contact us at care@hopeandhotcocoa.com.