Refund policy

Returns, Exchanges + Refunds

We hope every CICADA product brings a beautiful sense of place into your home. Because fragrance is personal, we understand that occasionally something may not be quite right. Please review the following policy before requesting a return, exchange, or refund.

Personal Fragrance Products

For hygiene and product-safety reasons, personal fragrance products are final sale and cannot be returned or exchanged.

This includes:

Perfume oils
Hand Creams
Hand Wash/ Hand Soaps
Eau de parfum
Solid fragrances
Fragrance samples and discovery sets

Please review product descriptions and fragrance notes carefully before purchasing. Individual fragrance preferences and sensitivities do not qualify an item for a refund or replacement.

Candle Exchanges

Unused and unburned candles may be exchanged within 14 days of confirmed delivery.

To qualify for an exchange, the candle must be:

Unused and unburned
In its original condition
Returned in its original product packaging
Free from damage, markings, odors, or other signs of use

Please contact us at [EMAIL ADDRESS] before sending anything back. Include your order number and the candle you would like to exchange.

Returns sent without prior authorization may not be accepted.

Exchange Shipping Costs

For exchanges based on fragrance preference or another personal preference, the customer is responsible for:

Shipping the original candle back to CICADA
The shipping cost for the replacement candle

Once the returned candle has been received and inspected, we will contact you to arrange payment for replacement shipping. The new candle will be shipped after that payment has been received.

We recommend using a trackable shipping method. CICADA is not responsible for return packages that are lost, damaged, or delayed in transit.

Returns and Refunds

CICADA does not accept general returns for refunds due to fragrance preference or a change of mind.

Approved candle exchanges are eligible for a replacement product rather than a cash refund.

Original shipping charges are nonrefundable.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, leaking, or different from what you ordered, contact us within seven days of delivery at hello@thehouseofmemory.com.

Please include:

Your order number
A description of the issue
Clear photographs of the item and its packaging

We will review the information and provide an appropriate resolution. Depending on the circumstances, this may include a replacement, refund, or store credit.

When CICADA made an error or the product arrived damaged or defective, CICADA will cover any necessary replacement shipping costs.

Please keep the damaged item and all original packaging until we have completed our review. We may request additional photographs or require the item to be returned.

Sale and Promotional Items

Clearance, discontinued, warehouse-sale, sample-sale, and final-sale items cannot be returned or exchanged.

Discounted items purchased during a general promotion may remain eligible for a candle exchange unless they were specifically identified as final sale.

Wholesale Orders

This policy applies to purchases made directly through the CICADA retail website.

Wholesale orders, retailer purchases, and orders placed through wholesale marketplaces are subject to CICADA’s wholesale terms and the policies of the applicable ordering platform.

How to Request an Exchange or Report a Problem

Please do not mail products back without contacting us first. Unauthorized returns may be refused or returned to the sender.