Refund policy
Returns & Refunds Policy
Your Right to Cancel (Change of Mind)
If you are a consumer based in the United Kingdom purchasing from us online, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Standard, non-personalised products: You may notify us that you wish to cancel your order within 14 days of the day on which you, or a person nominated by you, receives the goods. After notifying us of your wish to cancel, you have a further 14 days to return the goods to us.
To exercise your right to cancel, please contact us before returning anything:
📧 envisionedalchemy@gmail.com
Products Excluded from Change-of-Mind Cancellation Rights
The right to cancel for change of mind does not apply to goods that are:
- Made to your individual specifications — for example, products produced to dimensions, quantities, or configurations you have specified;
- Personalised — products customised with names, wording, images, photographs, or other content supplied by you; or
- Otherwise clearly customised specifically for you — where the product has been created or altered in a way that means it cannot reasonably be resold to another customer.
Please note: The fact that a product is made to order or produced via print-on-demand does not, by itself, make it exempt from your cancellation rights. The exemption applies only where the product has been genuinely made to your individual specifications or personalised with content you have supplied.
How to Return Goods
Once you have notified us of your wish to cancel, please await our return instructions before sending anything back. Do not return goods without first contacting us — we will provide you with the returns address at that point.
📧 envisionedalchemy@gmail.com
Return Postage
Where you are returning goods under your change-of-mind cancellation right, and this responsibility was made clear to you before you placed your order, the cost of return postage is your responsibility. We recommend using a tracked service, as we cannot accept liability for goods lost or damaged in transit to us.
Refunds
Once we have received and inspected the returned goods, we will process your refund within 14 days.
What we refund:
- The price you paid for the goods.
- The standard outbound delivery charge (i.e., the least expensive delivery option we offer), where you are legally entitled to this.
What we do not refund:
- Any additional premium delivery costs beyond the standard delivery amount (for example, express or next-day delivery upgrades).
Deductions for excessive handling: We may make a deduction from your refund if the goods have been handled beyond what is reasonably necessary to inspect them — that is, beyond what you would reasonably do in a shop before purchasing. Please take reasonable care of goods whilst they are in your possession.
Faulty, Damaged, or Misdescribed Goods
Nothing in this policy affects your statutory rights. Where goods are lost or damaged in transit by a carrier selected or offered by us, the goods remain at our risk until they reach you. Please contact us as soon as possible if your order arrives damaged or does not arrive. If goods you receive are:
- Faulty or develop a fault within the relevant statutory period;
- Damaged upon arrival;
- Not as described; or
- Not of satisfactory quality
you are entitled to a remedy under the Consumer Rights Act 2015, regardless of whether the product is personalised, made to order, or otherwise customised. Please contact us as soon as possible if this applies to your order.
📧 envisionedalchemy@gmail.com
Contact Us
For all returns, cancellations, and refund enquiries, please contact us before returning any goods. We will respond with further instructions, including the returns address where applicable.
📧 envisionedalchemy@gmail.com
This policy does not affect your statutory rights as a consumer under UK law.