Refund policy
Overview
We want you to be happy with your purchase. This policy explains your rights and our process for returns, cancellations and refunds in line with UK consumer law.
Physical Products: Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you normally have the right to cancel an order for physical products within 14 days of receiving your order, without giving a reason.
To exercise your right to cancel, please email hello@theinnerhearth.co.uk within 14 days of receiving your order.
You then have a further 14 days to return the item to us.
Eligibility for Returns
To be eligible for a return, items should be:
- Unused
- In the same condition as received
- With labels intact
- In their original packaging
Please contact us before returning an item so that we can provide the correct return instructions and return address.
To request a return, please contact hello@theinnerhearth.co.uk.
We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.
Personal Care & Beauty Products
For health and hygiene reasons, we cannot accept returns of personal care or cosmetic products once they have been used or opened where the product is no longer suitable for return for hygiene reasons.
This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.
If you experience an unexpected reaction to a product, please contact us with details of the product and reaction so that we can look into this for you.
Tarot Readings, Birth Charts & Other Digital Services
Tarot readings, Birth Chart readings and other individually created digital services are prepared specifically for you and delivered digitally by email.
Under the Consumer Contracts Regulations 2013, you normally have 14 days from the date you place your order to cancel a service purchased online.
As work on your reading may begin before this 14-day cancellation period has ended, you will be asked when ordering to expressly request that work begins during the cancellation period.
If you cancel after work has begun but before your reading has been completed, you may be required to pay a proportionate amount for the work already carried out.
Once your reading has been completed in full, your statutory right to cancel will end where you expressly requested that work begin during the cancellation period and acknowledged that you would lose your right to cancel once the service had been fully performed.
This does not affect your statutory rights if your reading is not provided as described or has not been carried out with reasonable care and skill.
Tending the Hearth Subscription
Tending the Hearth is a recurring monthly Tarot & Oracle reading subscription.
The cancellation rights described above apply to each individual reading where applicable.
Cancelling your subscription stops future renewals. It does not automatically cancel or refund a reading that has already been purchased as part of your current subscription period.
For full details about recurring payments, renewals and cancelling your subscription, please see our Purchase Options Cancellation Policy.
Other Non-Returnable Items
We do not accept returns of:
- Gift cards
- Perishable goods
This does not affect your statutory rights.
Sale items are not automatically excluded from returns. Where a refund is due, it will be based on the price actually paid for the item.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible at hello@theinnerhearth.co.uk so that we can resolve the issue.
Where an item is faulty or has been supplied incorrectly and a return is required, we will cover or reimburse reasonable return postage costs.
Return Shipping
For change-of-mind returns, you are responsible for the cost of returning the item unless otherwise required by law.
If an item is faulty, damaged, incorrect or not as described, reasonable return postage costs will be covered or reimbursed where a return is required.
Exchanges
If you would like a different physical item, please contact us regarding the return of your original item and place a new order for your preferred item.
Refunds
Once we receive and inspect a returned item, we will let you know the outcome.
Where a refund is due, it will be issued to your original payment method. We aim to process approved refunds promptly and within the timeframes required by applicable consumer law.
Your bank or card provider may take additional time to process the refund after it has been issued.
If you believe a refund is overdue, please contact hello@theinnerhearth.co.uk.
Your Statutory Rights
Nothing in this policy excludes or limits your statutory rights under UK consumer law.
Contact
If you have any questions about a return, cancellation or refund, please contact:
The Inner Hearth
hello@theinnerhearth.co.uk