Refund Policy

Last Updated: December 2025

At Mystic Fantasy, we want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting one.

1. Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. As a UK consumer, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

2. Change of Mind Refunds

If you simply change your mind about a purchase, you may return it within 30 days of delivery for a full refund of the item price, provided:

• The item is unused and in its original condition
• Original packaging is included where possible
• The item is not on our non-returnable list (see below)

Return shipping costs for change of mind returns are the customer’s responsibility and are non-refundable. Original shipping charges will only be refunded if you are returning the entire order.

3. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, you are entitled to a full refund including original and return shipping costs. Please contact us within 48 hours of delivery with:

• Your order number
• Photographs clearly showing the fault or damage
• A description of the problem

We may offer you a replacement, repair, or full refund depending on the circumstances and your preference.

4. Incorrect Items

If you receive the wrong item, please contact us immediately. We will arrange for the correct item to be sent to you and cover all costs for returning the incorrect item.

5. Non-Refundable Items

For hygiene, safety, and practical reasons, the following items cannot be refunded unless faulty:

• Earrings and body jewellery
• Incense, oils, herbs, and candles that have been opened or used
• Personalised or custom-made items
• Items marked as “Final Sale” or “Non-Returnable”
• Gift cards and vouchers
• Digital products or downloads

6. Sale Items

Sale items can be refunded within 14 days of delivery, subject to the same conditions as full-price items, unless marked as “Final Sale”.

7. How to Request a Refund

1. Contact Us: Email info@mysticfantasy.co.uk with your order number, the items you wish to return, and the reason for your return
2. Await Confirmation: We will confirm your return request and provide return instructions within 2 working days
3. Return Your Items: Pack items securely and ship using a tracked service. Keep your proof of postage
4. Inspection: Once received, we will inspect your return within 3 working days
5. Refund Issued: If approved, your refund will be processed within 5-7 working days

8. Refund Methods

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: Refund to original card (3-5 working days to appear)
• PayPal: Refund to PayPal account (1-3 working days)
• Other Payment Methods: Refund to original payment source

If your original payment method is no longer available (e.g., expired card), please contact us to arrange an alternative refund method.

9. Partial Refunds

Partial refunds may be issued in the following circumstances:

• Items returned outside the 30-day window but within 60 days (at our discretion)
• Items with signs of use or wear
• Items missing original packaging or accessories

The amount deducted will depend on the condition and circumstances. We will inform you of any deductions before processing your refund.

10. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

1. Check your bank account or payment provider again
2. Contact your bank or credit card company—processing times vary
3. Contact PayPal if that was your payment method
4. If you’ve done all of this and still haven’t received your refund, please contact us

11. Exchanges

We offer exchanges for items of equal or greater value. For exchanges:

• Items of equal value: No additional payment required
• Higher-priced items: Pay the difference
• Lower-priced items: Receive store credit for the difference

12. Store Credit

In some cases, we may offer store credit instead of a monetary refund. Store credit:

• Does not expire
• Can be used on any products on our website
• Cannot be exchanged for cash
• Is non-transferable

13. Cancellations

If you wish to cancel your order before it has been dispatched, please contact us immediately. We will make every effort to cancel your order and issue a full refund. Once an order has been dispatched, it cannot be cancelled and must follow the standard returns process.

14. Contact Us

For all refund enquiries, please contact us:

Email: info@mysticfantasy.co.uk
Website: www.mysticfantasyuk.co.uk

Please include your order number in all correspondence to help us process your request quickly.