Returns Policy

Every itinerary we create is built personally for you — researched, written, and refined around your specific trip. You are not charged until your itinerary is ready for delivery, so by the time payment is taken, your plan has already been created for you.

Refunds after delivery

Because itineraries are personalised digital products created specifically for you, we are not able to offer refunds once your plan has been sent which is standard for bespoke digital services under UK consumer law.

That said, we do not consider the work done until you are genuinely happy with it. Every purchase includes one round of refinements. If something is not right, tell us and we will fix it.

What we will always do

  • Refine your itinerary if it does not match what you asked for
  • Correct factual errors (wrong distances, outdated information, misunderstood requirements)
  • Respond to your feedback quickly and without friction

Exceptional circumstances

If something has gone seriously wrong on our end whether we missed the brief entirely, delivered something unusable, or failed to respond, we will discuss a partial or full refund as appropriate. We are a small business built on trust, and we will always try to do the right thing.

Physical products — candles & luggage sachets

Because most of our customers are travelling internationally, we do not ask you to return physical items. If your order arrives damaged, or does not arrive at all, simply get in touch and we will make it right.

  • Arrived damaged — send us a photo at heathhaar@gmail.com and we will resend or refund, whichever you prefer
  • Never arrived — contact us and we will investigate with the carrier and resend or refund promptly
  • Wrong item sent — let us know and we will send the correct item straight away

We do not accept returns for items that have been opened or used, or for orders where the delivery address provided was incorrect. If you are unsure about a product before purchasing, please reach out — we are happy to help.

Digital product notice

Under the UK Consumer Contracts Regulations 2013, you acknowledge at the point of purchase that your itinerary is a personalised digital product and that your right to cancel lapses once delivery has begun. This acknowledgement is captured during checkout.