Last Updated: 02/06/2026

Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied for any reason, you may be eligible to return your item for a refund, exchange, or store credit, subject to the terms of this Policy.

Nothing in this Policy affects your statutory rights under applicable UK consumer protection legislation.

1. Right to Cancel (Consumer Contracts Regulations 2013)

Where you purchase goods from us as a consumer via our website, you have the legal right to cancel your order within 14 days without giving any reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”).

The cancellation period begins the day after you receive the goods, or a person nominated by you (other than the carrier), receives them.

To exercise your right to cancel, you must inform us of your decision by a clear statement (for example, by email or written notice). You may use a cancellation form if one is provided, but this is not mandatory.

If you cancel your order, you must return the goods to us within 14 days of notifying us of cancellation, unless we agree otherwise. You are responsible for the cost of return shipping unless the goods are faulty, misdescribed, or otherwise required by law.

We may make a deduction from your refund for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Certain goods may be exempt from cancellation rights where permitted by law, including personalised or custom-made Goods, sealed goods which are not suitable for return once unsealed for health or hygiene reasons, and goods which are perishable or have a limited shelf life.

The cancellation period begins the day after you receive the goods. Certain goods may be exempt from cancellation rights where permitted by law, including personalised Goods, sealed hygiene goods once unsealed, and perishable goods

Nothing in this Policy affects mandatory statutory rights which cannot be excluded or limited under applicable law.

2. Right to Cancel (Withdrawal)

If you exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you must return the Goods to us without undue delay and in any event no later than 14 days after the day on which you notify us of your decision to cancel.

Refunds will be issued without undue delay and, in any event, no later than 14 days from the earlier of:

(a) the date we receive the returned Goods; or

(b) the date you provide evidence that the Goods have been returned.

Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

Where you exercise your statutory right to cancel, we will reimburse the price paid for the Goods and the cost of the least expensive standard delivery option offered at the time of purchase. Any additional costs arising from your selection of a more expensive delivery method will not be refunded.

You are responsible for the direct cost of returning the Goods unless the Goods are faulty, misdescribed, not as described, or we are otherwise required by law to bear such costs.

We may make a deduction from any refund to reflect any diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, as permitted by applicable law.

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

3. Business Customers Exclusion

The statutory cancellation rights described in this Policy apply to consumers only. Business customers may not have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 unless expressly agreed in writing.

4. Standard Returns

In addition to your legal cancellation rights, we offer a 30-day returns policy.

All returned Goods must:

• be returned within 30 days of purchase;
• be unused and in original condition;
• include original packaging where possible;
• include proof of purchase

Nothing in this section limits or affects your statutory cancellation, refund, repair, replacement, or other consumer rights under applicable UK consumer protection legislation.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome.

Where a refund is approved, refunds will be made using the original payment method unless otherwise agreed or required by law.

Approved refunds will be processed within 14 days. Depending on your payment provider, it may take additional time for the refund to appear in your account.

6. Partial Refund Deductions

Any deduction from a refund will be limited to the diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning, as permitted by applicable law.

Deductions will only be applied where permitted under applicable consumer protection law and will be proportionate to the reduction in value of the goods.

7. Refund of Delivery Costs

Where you cancel your order under your legal right to withdraw, we will refund the cost of standard delivery. However, we do not refund any additional costs arising if you chose a delivery method other than the least expensive standard delivery option we offer.

8. Exchanges

Where an exchange is offered and agreed, replacement Goods will be dispatched following receipt and inspection of the original Goods, subject to stock availability.

We reserve the right to provide a refund instead of an exchange where replacement Goods are unavailable.

9. Store Credit

Where offered and accepted by the customer, refunds may be provided in the form of store credit instead of a monetary refund. Acceptance of store credit is voluntary and does not affect any statutory rights.

10. Condition of Returned Goods

Returned goods must be returned in a condition suitable for inspection and, where applicable, resale. Goods should be returned unused, undamaged, and in their original condition, including original packaging, labels, seals, documentation, and accessories where reasonably possible.

You are responsible for ensuring that returned goods are securely packaged for return transit. Responsibility for returned goods remains with you until they are received by us.

We may make a reasonable deduction from any refund where goods show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning, in accordance with applicable UK consumer protection legislation.

11. Inspection of Returns

Upon receipt of returned Goods, we may inspect them to verify their condition and determine eligibility for a refund, replacement, exchange, or other remedy in accordance with this Policy and applicable law.

12. Proof of Purchase

We may require reasonable proof of purchase before processing a return, refund, exchange, or other remedy.

13. Refund Method

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed or required by law.

This aligns the Return & Refund Policy with your Supply Terms and avoids inconsistencies.

With those additions, your Return & Refund Policy is aligned with the Supply Terms, AUP, Privacy Policy, Consumer Contracts Regulations 2013, and Consumer Rights Act 2015.

14. Refund Timing Clarification

Where a refund is due following cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reimbursement will be made without undue delay and no later than 14 days from the date we receive the returned Goods or evidence that they have been returned, whichever occurs first.

15. Return Process

To request a return, please contact us first to obtain a Return Merchandise Authorisation (RMA) number.

Please email: info@mysticwellnessdistributions.co.uk

Return address: Mystic Wellness Distributions Ltd
98 Semley Road, Norbury, London SW16 4PJ United Kingdom

Once approved, securely package the item and include proof of purchase.

Unless the item is faulty or incorrect, you are responsible for return postage costs. We recommend using a tracked postal service.

16. Responsibility During Return Transit

Returned Goods remain the responsibility of the customer until received by us. Customers should ensure Goods are securely packaged to prevent damage during transit.

We recommend using a tracked and appropriately insured delivery service, as we cannot accept responsibility for returned Goods lost or damaged in transit before receipt.

Risk in returned goods remains with you until the goods are received by us.

17. Faulty or Damaged Goods

If goods are faulty, damaged, misdescribed, or otherwise do not conform to the contract, you may be entitled to a repair, replacement, price reduction, or refund in accordance with your rights under the Consumer Rights Act 2015.

Please contact us as soon as reasonably practicable after discovering the issue and provide details of the defect together with any supporting information we may reasonably request.

Where goods are confirmed to be faulty or non-conforming, we will cover reasonable return costs where required by applicable law.

This includes short-term right to reject within 30 days where applicable under the Consumer Rights Act 2015.

18. Return Costs for Faulty Goods

Where Goods are confirmed to be faulty, damaged, incorrectly supplied, or otherwise not in conformity with the contract, we will reimburse reasonable return postage costs in accordance with applicable consumer protection legislation.

19. International Returns

Customers returning Goods from outside the United Kingdom are responsible for complying with all applicable customs, export, and shipping requirements.

Any customs duties, taxes, or charges incurred during the return process may be deducted from any refund only where permitted by applicable law and where such costs have been reasonably incurred.

20. Electronic Communications

By placing an order or communicating with us electronically, you agree that notices, confirmations, updates, and other communications relating to returns, refunds, and cancellations may be provided electronically and satisfy any legal requirement that such communications be in writing.

You agree that communications relating to cancellations, returns, refunds, complaints, and notices may be provided electronically.

Electronic records maintained by us may be used as evidence of communications, requests, and transactions where permitted by law.

21. Consumer Rights Act 2015

Nothing in this Policy affects your rights under the Consumer Rights Act 2015.

Where goods are faulty, consumers may be entitled to reject goods, request a repair or replacement, or seek a price reduction or refund, depending on the nature of the fault and the time elapsed since delivery.

Any remedies provided will be determined in accordance with applicable consumer protection legislation.

22. Exceptions

The following Goods may not be returned unless faulty or required by law:

• sale or clearance Goods;
• personalised/custom-made Goods;
• sealed hygiene Goods once opened;
• perishable goods.

23. Non-Returnable Goods Clarification

The exclusions in this section apply only to the extent permitted by applicable law.

Where consumer protection legislation provides a right to a refund, repair, replacement, price reduction, or cancellation, those rights shall take precedence over any conflicting provision of this Policy.

24. Model Cancellation Form (Optional Template)

(Complete and return the form only if you wish to withdraw from the contract)

Important: You are not required to use this form to cancel your order. You may cancel by sending a clear statement to us by email. However, providing this form helps us process your cancellation faster.

25. Refund Refusal and Deductions

We reserve the right to refuse a refund where goods are not returned, are returned damaged due to misuse or negligence, or are otherwise returned in breach of this Policy or applicable legal requirements.

Any deduction from a refund will be reasonable, proportionate, and made only where permitted under applicable consumer protection legislation.

26. Contact Us

Complaints relating to returns, cancellations, refunds, or faulty goods should be submitted using the contact details above. We aim to acknowledge complaints within a reasonable time and provide an initial response within 7–14 working days where reasonably practicable.

E-mail customer services: info@mysticwellnessdistributions.co.uk

Address: Mystic Wellness Distributions Ltd, 98 Semley Road, Norbury London SW16 4PJ

27. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, floods, pandemics, strikes, transport disruption, cyberattacks, customs delays, internet outages, or governmental restrictions.

Where such events occur, we will take reasonable steps to minimise disruption.

Where a Force Majeure Event continues for more than 30 days, either party may cancel affected orders and any payments for undelivered goods will be refunded.

28. Severability

If any provision of this Policy is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.

29. Third-Party Rights

A person who is not a party to this Policy shall have no right to enforce any provision of this Policy under the Contracts (Rights of Third Parties) Act 1999.

30. Governing Law

This Policy and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales.

If you are a consumer, you will retain the benefit of any mandatory consumer protection provisions of the law of your country of residence where such rights cannot be excluded by agreement.

Nothing in this Policy affects your statutory rights under applicable consumer protection legislation.

31. Notices Clause

Any notice relating to cancellation, returns, or refunds should be sent in writing by email or post using the contact details provided in this Policy. Notices sent by email will be deemed received on the next working day following transmission unless a delivery failure notification is received.

32. Entire Agreement / Relationship with Supply Terms

This Policy forms part of the contractual documentation governing purchases made through our Website and should be read together with our Terms and Conditions of Supply.

Where there is any inconsistency between this Policy and our Terms and Conditions of Supply, the Terms and Conditions of Supply shall prevail to the extent permitted by law.

33. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

Any updates will apply from the date they are published on this page. The version of this Policy in force at the time of your order will generally apply to that order unless a change is required by law.

34. Acknowledgement

By placing an order through our Website, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.

You acknowledge that electronic records relating to your order, cancellation request, return request, communications, payment authorisation, and refund processing may be maintained by us and used as evidence of transactions and customer communications where permitted by law.

Nothing in this Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

Model Cancellation Form (Optional Template)

To: Mystic Wellness Distributions Ltd Email: info@mysticwellnessdistributions.co.uk Address: 98 Semley Road, Norbury, London SW16 4PJ, United Kingdom
Name of consumer(s):
Address of consumer(s):
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on:
Received on:
Signature (only if sent on paper):
Date: