Return Period

Items may be returned within 30 days of the original purchase date for a full refund or exchange. Items returned after this period are not eligible for return due to the nature of our products.

Condition Requirements

To be eligible for return, items must be:

  • Completely unused and unopened (this is especially important for incense, essential oils, and sage)
  • In original, sealed packaging with all labels and seals intact
  • Accompanied by proof of purchase (receipt, order confirmation, etc.)
  • Free from damage not caused by defective manufacturing
  • No scent contamination – items must not have been exposed to strong fragrances or smoke

Non-Returnable Items

Due to health, safety, and hygiene reasons, the following items cannot be returned once opened or used:

  • Essential oils (once seal is broken)
  • Incense (once packaging is opened)
  • Sage bundles (once packaging is opened or if burned)
  • Candles (once lit or wick trimmed)
  • Handmade wooden gifts (if personalized or custom-made)
  • Any item that has been burned, lit, or used
  • Items with broken seals or tampered packaging
  • Gift cards
  • Items marked as “final sale”

Note: Crystals may be returned if unused and in original condition, as they do not pose hygiene concerns.

Return Process

In-Store Returns

  1. Bring the item and proof of purchase to our store at 17 Government Road, Hoylake, Merseyside CH47 2DG
  2. Our staff will inspect the item to ensure it meets return conditions
  3. Refunds will be processed to the original payment method
  4. Cash refunds may require manager approval for purchases over £100

Online Returns

  1. Contact our customer service team at returns@alchemywares.com to initiate the return
  2. We will provide you with a return authorization number and instructions
  3. Package the item securely in its original packaging
  4. Send the item to: 17 Government Road, Hoylake, Merseyside CH47 2DG
  5. Refunds will be processed within 5-7 business days after we receive and inspect the item

Refund Methods

  • Credit/Debit Cards: Refunded to original payment method within 3-5 business days
  • Cash Purchases: Refunded in cash or store credit
  • PayPal: Refunded to PayPal account within 2-3 business days
  • Bank Transfer: Refunded within 5-7 business days

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at returns@alchemywares.com and send your item to 17 Government Road, Hoylake, Merseyside CH47 2DG.

For defective or damaged items, we will cover shipping costs both ways.

Shipping Costs

  • Customer Returns: You are responsible for paying your own shipping costs for returning items. Shipping costs are non-refundable.
  • Defective Items: We cover all return shipping costs
  • Wrong Item Sent: We cover all return and replacement shipping costs
  • Return Shipping Deduction: If you receive a refund, the cost of return shipping may be deducted from your refund
  • Expensive Items: For high-value returns, consider using trackable shipping or purchasing shipping insurance. We cannot guarantee receipt of untracked returns.

Important: Please do not send your purchase back to the manufacturer. Send all returns to our designated return address.

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 48 hours of delivery
  2. Provide photos of the damage or defect
  3. For essential oils: Report any leaking, damaged bottles, or contamination immediately
  4. For candles: Report any cracked wax, damaged wicks, or broken containers
  5. For crystals: Report any chips, cracks, or damage not consistent with natural formations
  6. For wooden items: Report any splits, cracks, or finish defects
  7. We will arrange for immediate replacement or full refund
  8. Defective items may need to be returned for safety inspection

Partial Refunds

In certain situations, only partial refunds may be granted for:

  • Candles with obvious signs of use (wick trimmed, wax melted, etc.)
  • Wooden items with minor wear or handling marks not due to our error
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error
  • Any item returned more than 30 days after delivery
  • Items with packaging that has been opened but contents remain unused (subject to inspection)

Special Circumstances

Gift Returns

  • Items marked as gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. A gift certificate will be mailed to you once we receive the returned item.
  • Items not marked as gifts: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves first, we will send the refund to the gift giver and they will be notified of your return.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again
  2. Contact your credit card company – it may take time before your refund is officially posted
  3. Contact your bank – there is often processing time before a refund appears
  4. If you’ve done all of this and still haven’t received your refund, contact us at returns@alchemywares.com

Sale Items

Important: Only regular-priced items may be refunded. Sale items cannot be refunded.

Processing Time

  • In-store returns: Immediate processing
  • Online returns: [5-7 business days] after we receive the item
  • Refunds: [3-10 business days] depending on payment method and bank processing times

Contact Information

For questions about returns or to initiate a return:

  • Email: returns@alchemywares.com
  • Phone: +44 07789 777 609
  • Website: alchemywares.com
  • Return Address: 17 Government Road, Hoylake, Merseyside CH47 2DG

Policy Updates

This returns policy is subject to change without notice. The policy in effect at the time of purchase governs your return. Please check alchemywares.com for the most current version.

Last updated: [27/06/2025]