Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused/open and in the same condition that you received it. It must also be in the original packaging.

If you receive your package wherein the contents have been damaged during transit, ThatchFace will be happy to exchange the damaged items, free of charge, providing that the damaged item(s) are returned to us within 28 days of delivery. Please note that photographic evidence of the damaged items will be required before the return is issued.

Refunds or exchanges will not be given due to personal taste – our scents have been described in detail on each product listing.


To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your  original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

To return your product, you should mail your product to: ThatchFace, 2 Wryneck, Leighton Buzzard, Bedfordshire, LU7 4DS, United Kingdom.

ThatchFaces does not accept liability for returned packages damaged during transit back.  It is the responsibility of the sender to ensure that all items are wrapped/packaged adequately to prevent damage. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.