Returns Policy

Introduction

At Magic Alchemy, we strive to ensure that our customers are completely satisfied with their purchases. However, we understand that sometimes things don’t go as planned. This Returns Policy outlines the circumstances under which we will issue refunds and the process for doing so.

Our Returns Policy

We do not accept returns for any products. However, we will issue refunds under the following conditions:

  1. Damaged or Faulty Products:
    • If your product arrives damaged or faulty, please contact us within 7 days of receiving your order. We will require proof of the damage or fault, such as photographs or a detailed description.
  2. Non-Delivery:
    • If your product does not arrive within 10 working days (UK orders) or 30 working days (international orders) from the date of dispatch, please contact us. We will investigate the issue and, if necessary, issue a refund.
  3. Incorrect Item Sent:
    • If you receive an item that is different from what you ordered, please contact us within 7 days of receiving your order. We will arrange for the correct item to be sent to you or issue a refund if preferred.
  4. Product Not as Described:
    • If the product you receive is significantly different from its description on our website, please contact us within 7 days of receiving your order. We will investigate and, if appropriate, issue a refund.
  5. Order Cancellation:
    • If you wish to cancel your order, please contact us as soon as possible. If the order has not yet been dispatched, we will issue a full refund. If the order has already been dispatched, we will be unable to cancel the order or issue a refund.

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact Us:
  2. Provide Proof:
    • For damaged or faulty products, please include photographs or a detailed description of the problem.
    • For incorrect items or products not as described, please include photographs and details of the issue.
    • For non-delivery issues, provide the order number and any relevant tracking information.
  3. Review and Process:
    • Our team will review your request and respond within 3 business days.
    • If your request is approved, we will process the refund to your original payment method. Please allow 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

Conditions for Refunds

  • Damaged or Faulty Products: Refunds will only be issued for products that are reported as damaged or faulty within 7 days of receipt.
  • Non-Delivery: Refunds for non-delivery will be considered only after the specified delivery windows (10 working days for UK orders, 30 working days for international orders) have passed.
  • Incorrect Item Sent: Refunds or replacements will be issued for incorrect items reported within 7 days of receipt.
  • Product Not as Described: Refunds will be issued for products significantly different from their description, reported within 7 days of receipt.
  • Order Cancellation: Full refunds will be issued for orders cancelled before dispatch.

Contact Us

If you have any questions or concerns about our Returns Policy, please contact us:

Email: hello@magicalchemy.co.uk