Refunds & Returns Policy

PADDY HANLEY

Last updated: 13 October 2026

At Paddy Hanley, we believe every detail matters. From the fragrance of our candles to the experience of receiving your order, we want every purchase to feel considered, personal and exceptional.

If something is not quite right with your order, we are here to help. This policy explains how to request a return, report a damaged or incorrect item, and obtain a refund where applicable.

1. Return Eligibility

If you change your mind about a purchase, you may request a return within 14 calendar days of receiving your order, subject to the conditions set out below and any rights you may have under applicable law.

To qualify for a change-of-mind return, an item must generally be:

• Unused, unlit and in its original, unopened condition.

• Returned in its original packaging, including any protective packaging and accessories supplied.

• Accompanied by proof of purchase or a valid order number.

• Returned in a condition suitable for inspection and resale.

Candles and home fragrance products are delicate items. We ask that they are handled carefully and packaged securely when being returned.

Products that have been used, burned, opened or damaged after delivery may not qualify for a change-of-mind return, subject to applicable consumer rights.

Nothing in this policy limits your rights in relation to defective, damaged, unsafe, misdescribed or otherwise non-conforming products.

2. Items That May Not Be Eligible for Change-of-Mind Returns

For reasons of product integrity, safety and resale condition, certain items may be excluded from voluntary change-of-mind returns where permitted by law.

These may include:

• Candles that have been lit, burned or used.

• Opened home fragrance products where the original condition cannot reasonably be restored.

• Personalised or made-to-order products created to your specifications.

• Products damaged after delivery through improper handling or use.

• Gift cards or other non-returnable items where applicable law permits their exclusion.

These exclusions do not apply where they would unlawfully restrict your rights. For example, a personalised product that is faulty or does not conform to its description may still qualify for a remedy.

If you are uncertain whether your purchase is eligible, please contact us before sending it back.

3. Damaged, Defective or Incorrect Orders

We take care in preparing and packaging every Paddy Hanley order. However, if your order arrives damaged, contains the wrong product or has a defect, please contact us so that we can investigate and resolve the matter.

Please email us as soon as reasonably possible after discovering the issue and include:

• Your order number.

• A brief description of the problem.

• Clear photographs of the item and its packaging, where relevant.

• Any other information reasonably needed to assess the issue.

If an item arrives broken, leaks, is materially different from the product ordered or otherwise fails to conform to the applicable requirements, we will assess the matter and offer an appropriate remedy in accordance with applicable law.

Depending on the circumstances and the remedy legally available, this may include a replacement, repair where appropriate, refund or other suitable resolution.

You will not be required to bear return shipping costs for a confirmed faulty, damaged or incorrectly supplied item where those costs are our responsibility under applicable law.

Please do not dispose of a damaged item or return it before contacting us, unless disposal is necessary for safety or we advise otherwise. We will explain the next steps once we have reviewed your enquiry.

4. How to Request a Return

To request a return, please follow these steps.

Step 1 — Contact us

Email our customer service team at [insert official customer service email address] with the subject line “Return Request” and include your order number.

Step 2 — Receive instructions

We will review your request and confirm whether it qualifies for a change-of-mind return or requires assessment as a damaged, defective or incorrect order.

If the return is approved, we will provide the relevant return instructions and address.

Step 3 — Prepare your parcel

Package the item securely, using its original packaging wherever possible. Include your order number or other identifying information so that we can process the return efficiently.

Step 4 — Send the return

Follow the return instructions provided by our team. We recommend using a tracked delivery service and retaining proof of postage until the matter is resolved.

Please do not send products to an address that has not been confirmed by our team.

5. Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for the return shipping cost, unless we state otherwise or applicable law requires us to cover it.

Where we confirm that an item is faulty, damaged on arrival or incorrectly supplied, we will arrange or reimburse reasonable return shipping costs where required by applicable law or agreed as part of the resolution.

Original delivery charges will be refunded where required by law or where applicable under the terms of the relevant order.

We will explain any return shipping arrangements before you dispatch your parcel.

6. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will ordinarily be issued to the original payment method, unless another method is agreed or required by law.

We aim to initiate approved refunds within 7 business days after receiving and assessing the returned item. Your payment provider may require additional time for the funds to appear in your account.

If a refund has been approved but does not appear within the expected period, please contact us with your order details.

Any deduction, adjustment or exclusion from a refund will be applied only where permitted by applicable law and communicated appropriately.

7. Cancellations and Changes to Orders

If you need to cancel or amend an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate your request if the order has not yet entered processing, production or dispatch.

Once an order has been prepared for dispatch or handed to a delivery provider, cancellation or amendment may no longer be possible through our normal fulfilment process.

Where an order cannot be cancelled before dispatch, you may still have return or cancellation rights under this policy or applicable law.

If an order is successfully cancelled before fulfilment and payment has been collected, any refund due will be processed through the original payment method, subject to applicable requirements.

8. Personalised and Made-to-Order Products

Where personalisation is available, products may be prepared specifically according to the information or specifications submitted by the customer.

For this reason, personalised or made-to-order products may not qualify for a voluntary change-of-mind return, where such an exclusion is permitted by law.

Please carefully review names, spelling, messages and other customisation details before completing your order.

If a personalised product is defective, incorrectly produced or materially different from the approved specifications, please contact us. We will assess the issue and provide the remedy required by applicable law.

9. Exchanges

If you would prefer a different product or fragrance, please contact us before returning your purchase.

Exchanges are subject to product availability and our confirmation. Where an exchange is not possible, we may offer a return and refund in accordance with this policy and applicable law.

If the replacement product has a different price, any additional payment or refund will be explained before the exchange is completed.

We cannot guarantee that a particular fragrance or limited-edition product will remain available.

10. Orders Outside the UAE

For orders delivered outside the United Arab Emirates, return arrangements may be affected by international shipping costs, customs requirements and the delivery provider's procedures.

Please contact us before sending an international return so that we can confirm the appropriate address and process.

For approved change-of-mind returns, international return shipping costs are generally the customer's responsibility unless otherwise stated or required by law.

Where a product is faulty, damaged or incorrectly supplied, we will work with you to determine an appropriate remedy in accordance with applicable law.

Any customs duties, import taxes or other charges will be handled according to the applicable delivery terms and legal requirements.

11. Gift Purchases

If you received a Paddy Hanley product as a gift and wish to return it, please contact us with the relevant order information.

We may require the original order number or other proof of purchase to verify the transaction.

Any approved refund will ordinarily be returned to the original payment method unless another arrangement is agreed or required by law.

Gift returns remain subject to the eligibility requirements of this policy and any applicable statutory rights.

12. Our Commitment to Fair Treatment

We aim to handle every return and refund request fairly, consistently and professionally.

Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded under the laws applicable to your purchase.

Where applicable law provides a more favourable or mandatory remedy than the terms described here, the applicable legal requirement will take precedence.

If you believe your request has not been handled appropriately, please contact our customer service team so that we can review the matter.

13. Contact Us

For all return, refund, exchange and order-related enquiries, please contact:

Paddy Hanley

Location: Abu Dhabi, United Arab Emirates

Email: [Insert official customer service email address]

Subject line: Return Request or Refund Enquiry

Please include your order number and a clear description of your request so that we can assist you efficiently.

We aim to respond as promptly as reasonably possible.

PADDY HANLEY

A story of scent, place and memory.

Founded 2026 · Abu Dhabi