Returns & Refunds Policy
Last Updated: [18/02/2026]
At Alchemy Wares, we aim to ensure that you are fully satisfied with your purchase. This policy explains your rights under UK consumer law and how we handle returns and refunds.
- Your Right to Cancel (Change of Mind)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.
This is known as the “cooling-off period”.
To exercise your right to cancel:
You must notify us within 14 days of receiving your order.
You then have a further 14 days to return the goods.
To request a cancellation, please contact:
Email: [Insert email]
- Conditions for Change-of-Mind Returns
To be eligible for a refund under the cooling-off period:
Items must be unused.
Items must be in their original packaging.
Items must be returned in resaleable condition.
You may inspect the goods as you would in a physical shop, but excessive handling that reduces value may result in a deduction.
- Non-Returnable Items (Hygiene & Safety)
For health, hygiene and safety reasons, we cannot accept returns of:
Opened incense products
Opened oils
Opened personal care or hygiene items
Custom or personalised items
Gift cards
Downloadable digital products
This does not affect your rights if goods are faulty.
- Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, goods must be:
As described
Of satisfactory quality
Fit for purpose
If your item is faulty, damaged, or incorrect:
Contact us within 30 days of receiving your order.
Provide your order number and photos (if applicable).
You are entitled to:
A repair
A replacement
Or a full refund
If the fault is confirmed, we will also cover reasonable return postage costs.
- Refund Process
Once your return is received and inspected:
We will notify you by email.
If approved, your refund will be processed within 14 days.
Refunds are made to the original payment method.
Please note:
Your bank or card provider may take additional time to process the refund.
- Return Shipping Costs
If you are returning an item because you changed your mind:
You are responsible for return postage costs.
Original shipping costs are non-refundable (unless the entire order is cancelled).
If the item is faulty or incorrect:
We will reimburse reasonable return shipping costs.
- Sale Items
Items purchased in a sale or promotion are still eligible for returns under UK consumer law.
However, refunds will be issued at the price paid at the time of purchase.
- Exchanges
We replace items only if they are:
Faulty
Damaged
Incorrect
If you require an exchange, please contact us at:
Email: [Insert email]
- Gifts
If an item was marked as a gift and shipped directly to you:
A refund may be issued as store credit.
If the gift giver purchased the item themselves:
Refunds will be issued to the original payment method.
- How to Return an Item
To initiate a return:
Contact us at [Insert email]
Include your order number
State the reason for return
Wait for return instructions
Return Address:
[Insert Business Address]
We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.
- Late or Missing Refunds
If you have not received your refund:
Check your bank account.
Contact your card provider.
Contact your bank.
If you still require assistance, contact:
[contact@alchemywares.com]
- Our Right to Refuse Returns
We reserve the right to refuse returns that:
Are sent outside the return window without agreement
Show signs of excessive use
Are not in resaleable condition (unless faulty)
This does not affect your statutory rights.
- Contact Us
For any questions about returns or refunds:
Alchemy Wares
Email: [contact@alchemywares.com]
Website: https://alchemywares.com