Refund policy

At Random Stuff, our priority is to ensure that you are completely satisfied with your purchases. If for any reason you are not happy with your product, we will be delighted to offer you a solution. Below, you will find the details of our returns policy.

General Conditions

  • You may return products within 30 calendar days from the purchase date (not the delivery date).
  • To be eligible for a return, the product must be unused, in perfect condition, and in its original, unopened packaging.
  • If the return is not due to 1) a defective product, 2) damage during transport, or 3) a shipping error, the return shipping costs will be the customer’s responsibility.
  • You may cancel your order as long as it has not been dispatched.

General Return Procedure

  1. Find your order number: Log in to your Random Stuff account or check your purchase confirmation email.
  2. Send an email to help@howrandomstuff.com with the subject "Order Return – [Order Number]". Attaching photos is not mandatory, but recommended in case the product is damaged during return shipping. Please do not remove the product from its original packaging when taking photos.
  3. We will provide you with the return address. Please note that the customer is responsible for ensuring the package arrives at Random Stuff in perfect condition.
    • Note: If we do not receive the item back, we will not be able to process the return.
  4. Once the product is received, we will check its condition. Remember, it must be unused and in its original, unopened packaging.
  5. If everything is in order, we will process the refund within approximately 15 working days. Refund processing times may vary depending on your bank or payment provider.
    • Important: The original shipping cost will not be refunded, as it is an external expense to Random Stuff.
  6. If the product is not in perfect condition, we will not be able to issue a refund.

If you need further information, please contact us at help@howrandomstuff.com.

Order Cancellation

You may cancel an order as long as it has not been dispatched. To cancel your order, follow these steps:

  1. Find your order number: Log in to your Random Stuff account or check your purchase confirmation email.
  2. Send an urgent email to help@howrandomstuff.com with the subject "Order Cancellation – [Order Number]", requesting the cancellation.
  3. If the order has not been dispatched, we will issue a full refund. If it has already been shipped, you will need to wait for delivery and follow the return process detailed above.

Defective Product

Random Stuff will take responsibility for products with manufacturing defects. Claims for defective products must be made within 7 calendar days of receiving the item.

A product is not considered defective under the following circumstances: slightly uneven wax on the top surface, visible air bubbles on the sides of the container and colours that differ slightly from the website or social media images. Please note that our candles are handmade, so minor variations in colour, texture, or finish are normal and do not affect their functionality.

To return a defective product, follow these steps:

  1. Find your order number: Log in to your Random Stuff account or check your purchase confirmation email.
  2. Send an email to help@howrandomstuff.com with the subject "Defective Product – [Order Number]" and attach photos of the item, explaining the issue.
  3. We will review the photos to assess whether the return is valid and notify you by email.
  4. If approved, you may choose between a full refund, a gift card for the same amount, or a replacement. Refund processing times may vary depending on your bank or payment provider.

Damage During Transport

If your item arrives with visible damage to the packaging or missing items, you must report this to the courier on the delivery receipt and notify Random Stuff within 24 hours of delivery. This short timeframe is due to the courier company’s responsibility in such cases.

To return a damaged product, follow these steps:

  1. Find your order number: Log in to your Random Stuff account or check your purchase confirmation email.
  2. Send an email to help@howrandomstuff.com with the subject "Return Request – Damaged Item – [Order Number]" and attach photos of the packaging, the damaged product, and the shipping label.
  3. Random Stuff may request the return of the damaged item for review before proceeding with a replacement. In some cases, a new product may be sent immediately upon receipt of the complete claim form.
  4. If a return is necessary, Random Stuff will cover the shipping costs.

Incorrect Product Received

If you receive a product that does not match your order, you have 5 calendar days from the delivery date to inform Random Stuff.

Follow these steps:

  1. Find your order number: Log in to your Random Stuff account or check your purchase confirmation email.
  2. Send an email to help@howrandomstuff.com with the subject "Return Request – Incorrect Product – [Order Number]" and attach photos of the incorrectly received item.
  3. Random Stuff will send you the correct item at no additional cost.
  4. In some cases, Random Stuff may arrange collection of the incorrect item.

If you have any questions or concerns about our returns policy, please do not hesitate to contact us at help@howrandomstuff.com.

Thank you for choosing Random Stuff!

This policy may be subject to change at any time, so we recommend reviewing it before making a purchase.