Refund policy

 

At Spirit Moon, we want you to be happy with your purchase. If you change your mind or need to return an item, our returns policy is set out below.

Return window

You have 14 days from the date of delivery to request a return.

To be eligible for a return, items must be:

  • Unused and in their original condition
  • Unopened where applicable
  • In their original packaging
  • Returned with any original tags attached

How to return an item

To request a return:

  1. Contact us with your order number and the reason for your return.
  2. We will respond within 48 hours with instructions on how to return your item.
  3. Post your item to the return address we provide.

Please get in touch to obtain our current return address.

Return shipping costs

If you wish to return a product due to a change of mind or because it is no longer required, you will be responsible for the return postage costs. However, if the return is due to an error on our part (for example, you received the wrong or a defective item), we will cover the cost of return postage.

Damaged, faulty or incorrect items

If your item arrives damaged, is defective, or is not what you ordered, please contact us as soon as possible and within 2 working days, including photographs of the item and its packaging where possible.

We will assess the issue and, where appropriate, arrange a replacement or refund. We will cover the cost of return postage for items that are faulty, damaged or sent in error.

Non-returnable items

For hygiene and safety reasons, certain items cannot be returned once opened or used, unless they are faulty or not as described.

These include:

  • Opened fragrance oils or aromatherapy products
  • Opened fragrance products
  • Candles that have been lit
  • Personalised products
  • Sale or clearance items, unless faulty

Refunds

Once we receive and inspect your returned item, we will process your refund within 7 days.

Refunds will be made to your original payment method.

For change-of-mind returns, the original standard delivery charge is non-refundable. Where an item is faulty, damaged or not as described, applicable delivery costs will be refunded.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return your original purchase for a refund and place a new order.

Your legal rights

If you are located in the UK, you also have legal rights under consumer protection law.

For most online purchases, the Consumer Contracts Regulations give you the right to cancel your order within 14 days of receiving your items, without giving a reason. To exercise this right, please contact us with your order number.

If an item is faulty, damaged or not as described, you may have additional rights under UK consumer law, including the right to a repair, replacement or refund where applicable.

Nothing in this policy affects your statutory rights.