Refund policy

Returns & Refunds Policy

Enchanted Moon Gifts

Last updated: 17 October 2026

At Enchanted Moon Gifts, we want you to love every little treasure you receive. If something isn't quite right, we're here to help.

Your right to cancel

Under UK consumer law, you generally have the right to cancel an eligible online purchase within 14 days of receiving your goods, without giving a reason.

If your order arrives in separate deliveries, the cancellation period generally ends 14 days after you receive the last item.

To cancel, please email enchantedmoonholistics@outlook.com with your name, order number and a clear statement that you wish to cancel.

You must notify us within the cancellation period. You then have a further 14 days to send the goods back.

Returning your items

Please return items to:

Enchanted Moon Gifts
1 Sunart Place
KY6 2ES

For change-of-mind cancellations, you are responsible for the direct cost of returning your items, unless we agree otherwise.

Please package returned items securely. We recommend using a tracked postal service and keeping proof of postage.

You may inspect and handle items as you reasonably would in a shop. If you handle an item beyond what is necessary to establish its nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in its value.

Refunds

For a valid cancellation, we will refund the price of the cancelled goods and the original basic delivery charge where required by law.

If you chose a more expensive delivery option, we are not required to refund the additional cost above our least expensive standard delivery option.

Refunds will be issued within 14 days of receiving your cancellation notice. Where goods have already been dispatched, we may withhold the refund until we receive the goods back or you provide evidence of having sent them back, whichever happens first.

Refunds will be made using the original payment method unless you expressly agree otherwise. No refund fee will be charged.

Exceptions to change-of-mind cancellation

Certain goods may be exempt from the statutory cancellation right, including:

Goods made to your specifications or clearly personalised.
Sealed goods unsuitable for return for health protection or hygiene reasons, if they become unsealed after delivery.
Goods that become inseparably mixed with other items after delivery.

These exceptions apply only where the relevant legal conditions are met.

For example, certain sealed bath and body products may qualify for the hygiene exception once unsealed. Ordinary jewellery is not automatically exempt from cancellation simply because it has been tried on.

We will identify any applicable exception before purchase.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged, not as described or incorrect, please contact us at enchantedmoonholistics@outlook.com.

Photographs may help us resolve the problem quickly, but they are not a condition of your statutory rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

You may be entitled to a refund, repair or replacement depending on the circumstances and when the fault is discovered.

In particular, eligible faulty goods normally carry a 30-day short-term right to reject. Further rights may apply after that period.

Where goods are faulty or incorrect, we will cover reasonable return costs where required by law.

Jewellery, candles and natural products

Natural crystals and stones may vary in colour, pattern and appearance. These variations are not necessarily defects, but products must still match their descriptions.

Plated jewellery may naturally wear or tarnish over time. Normal wear is different from a manufacturing fault, and we will assess any concerns fairly.

Candles, home fragrance and bath and body products must be used according to their supplied safety instructions.

None of these provisions limits your statutory consumer rights.