Refund policy
This Refund & Returns Policy is provided in accordance with UK consumer law, including the Consumer Rights Act 2015, and relevant EU consumer protection legislation where applicable.
DIGITAL PRODUCTS & PERSONALISED SERVICES
Non-Refundable Digital Items
Due to the personalised nature of our digital products and spiritual services, refunds are generally not available once work has begun.
This includes (but is not limited to):
- Channelled letters
- Tarot or oracle readings
- Digital guides and downloads
- Any custom or personalised spiritual services
Each service is created specifically for you and is considered to have begun immediately after purchase.
Right to Cancel – Digital Content (UK & EU Law)
Under UK and EU consumer law, consumers normally have a 14-day cooling-off period for distance purchases.
However, this right does not apply where:
- The customer has agreed that performance begins immediately, and
- The customer has acknowledged that they will lose their right to cancel once the service begins.
By purchasing from The Witchy Bitch, you confirm that:
- You understand that work on your order begins immediately after purchase
- You request immediate delivery or performance of the service
- You acknowledge that your statutory right to cancel may be lost once the service has begun or been fully delivered
Delivery of Digital Services
A digital service is considered delivered when:
- The reading, file, or message has been sent to the email address provided at checkout, or
- It has been delivered via an alternative agreed platform (e.g. Discord, Instagram, or similar)
It is the customer’s responsibility to provide accurate contact details at checkout. We cannot be held responsible for delivery failures resulting from incorrect information provided by the customer.
If a Digital Service Is Not Delivered
If an error occurs and a service is not delivered due to a fault on our side, we will:
- Re-send the completed service
- Correct any delivery issues
- Ensure the service is successfully provided
Refunds will only be issued where we are unable to fulfil the order at all.
PHYSICAL PRODUCTS
Your Legal Rights
For physical goods, customers are protected by statutory rights under UK and EU consumer law.
These rights are not affected by this policy.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us within a reasonable timeframe of receiving your order with photographic evidence.
In these cases, we will offer:
- A replacement item, or
- A full refund including original postage costs
Change of Mind Returns
For eligible non-personalised physical items, you may return your order within 14 days of receiving it, provided that:
- The item is unused
- The item is in its original condition
- The item is returned in its original packaging
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Non-Returnable Physical Items
The following items are not eligible for return unless they arrive faulty or damaged:
- Personalised or custom-made products
- Opened or used items
- Earrings or jewellery (for hygiene reasons)
- Crystal mystery boxes or curated sealed bundles
- Digital products and services (as outlined above)
Mystery boxes are curated, sealed items selected at the time of packing and are therefore excluded from change-of-mind returns unless faulty or not as described.
ORDER ISSUES
If you believe there is an issue with your order, please contact us as soon as possible at:
help@thewitchybitch.co.uk or via our contact form
We are happy to assist with genuine issues and ensure your order is resolved fairly.
AGREEMENT TO TERMS
By placing an order with The Witchy Bitch, you confirm that:
- You have read and understood this Refund & Returns Policy
- You agree to the immediate commencement of digital services where applicable
- You acknowledge that statutory cancellation rights may not apply once digital services have begun
- You accept the terms for physical product returns