Refund policy

Overview

We want you to be happy with your purchase. This policy explains your rights and our process for returns and refunds in line with UK consumer law.

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 item, without giving a reason.

To exercise your right to cancel, please email us at hello@theinnerhearth.co.uk within 14 days of delivery.

You then have a further 14 days to return the item to us.

Eligibility for Returns

To be eligible for a return, items must be:

Unused
In the same condition as received
With labels intact
In original packaging

All returns must be approved in advance. Items sent back without prior contact may not be accepted.

To request a return, please contact us at hello@theinnerhearth.co.uk.

Once your return has been approved, full return instructions, including the return address, will be provided.

We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.

Non-Returnable Items & Exceptions

Personal Care & Beauty Products

Due to health and hygiene reasons, we cannot accept returns of used personal care or cosmetic products, unless:

The item arrived damaged or defective
You received the wrong item
The item was faulty or not as described
You experienced a genuine, unexpected allergic reaction (please provide photos and relevant ingredient or allergen information where possible)

This does not affect your statutory rights.

Personalised & Digital Services

The following items are non-refundable once delivered:

Tarot readings
Astrology reports
Birth charts
Any personalised or custom-made digital content

These services are personalised and considered completed once delivered, in line with the Consumer Contracts Regulations 2013.

Other Non-Returnable Items

We do not accept returns for:

Gift cards
Perishable goods

Sale items are not excluded from returns. Where a refund is due, it will be issued at the price paid at the time of purchase, not the original full price.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your item is faulty, damaged, or incorrect, contact us as soon as possible at hello@theinnerhearth.co.uk so we can resolve the issue promptly.

Where an item is faulty or sent in error, we will cover or reimburse return postage costs.

Return Shipping

For change-of-mind returns, customers are responsible for return postage.

If an item is faulty, damaged, or incorrect, return postage will be covered or reimbursed.

Exchanges

If you would like to exchange an item, please return it following the steps above and place a new order for your preferred item.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@theinnerhearth.co.uk.