Refund policy

Returns & Refunds Policy

Triple Moon Holistics

At Triple Moon Holistics, we take great care in selecting, preparing and packaging our magical treasures. We hope you love everything you purchase from us, but we understand that sometimes things aren't quite right.

Please read our Returns & Refunds Policy below for information about online purchases, in-store exchanges and your consumer rights.

1. Online Purchases – Changed Your Mind?

If you purchase an item through our website, you generally have the legal right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

To exercise your right to cancel, please contact us within this 14-day period and clearly let us know that you wish to cancel your purchase.

Once you have notified us, you have a further 14 days to return the items.

You can return your items in either of the following ways:

  • By post: Return the items to us at your own expense.

  • In person: Bring the items to our Triple Moon Holistics shop in Portsmouth.

Please take reasonable care of your purchases. You may inspect items as you would in a shop, but if handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction from your refund for any resulting reduction in value.

Your statutory cancellation rights are not dependent on items being completely unused or in their original packaging.

2. Return Postage

If you are returning an online purchase because you have changed your mind, you are responsible for the cost of return postage.

We recommend using a tracked postal service and keeping your proof of postage.

If an item is faulty, damaged or incorrect, please contact us before returning it so we can arrange an appropriate solution, including reasonable return costs where applicable.

3. Refunds for Online Purchases

When you exercise your statutory right to cancel an online order, we will refund the cost of the goods being returned.

Where required by law, we will also refund the original standard delivery charge. If you selected a more expensive delivery option, we are only required to refund the cost of our least expensive standard delivery service.

For partial returns, any refund of the original delivery charge will depend on the circumstances and applicable consumer law.

Refunds will be processed within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier.

We may withhold the refund until we receive the goods or evidence of their return.

Refunds will be made using your original payment method unless we agree otherwise.

4. Purchases Made in Our Portsmouth Shop

For purchases made in person at our physical shop, we offer exchanges within 14 days of purchase if you simply change your mind.

For change-of-mind exchanges:

  • Items must be unused and in a resaleable condition.

  • Proof of purchase must be provided.

  • Exchanges are subject to stock availability.

We do not offer refunds or store credit for change-of-mind purchases made in our physical shop.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

5. Christmas Extended Exchange Policy 🎄

A little extra Christmas magic from Triple Moon Holistics!

We know Christmas gifts are often purchased well in advance, so we offer an extended exchange period during the festive season.

Items purchased between 15th November and 24th December (inclusive) can be returned for an exchange up to and including 31st January of the following year.

This applies to purchases made both online and in our Portsmouth shop.

To qualify for a change-of-mind Christmas exchange:

  • Items must be unused and in a resaleable condition.

  • Proof of purchase must be provided.

  • Exchanges are subject to stock availability.

  • Customers returning items by post are responsible for the return postage costs.

This extended Christmas exchange period provides additional time for exchanges, rather than an additional right to a refund.

Your statutory rights remain unaffected, including your legal cancellation and refund rights for online purchases and your rights if goods are faulty or not as described.

6. Earrings & Pierced Jewellery

Earrings and pierced jewellery purchased online are covered by the usual statutory cancellation rights where applicable.

Please handle jewellery carefully when inspecting it.

If handling goes beyond what is necessary to establish the item's nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.

For change-of-mind exchanges of items purchased in our physical shop, our usual exchange conditions apply.

7. Faulty, Damaged or Incorrect Items

We take great care when checking and packaging your magical treasures to ensure they arrive safely.

If your order arrives damaged, faulty or incorrect, we kindly ask that you email us within 24 hours of delivery, where possible.

Please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs showing the damaged, faulty or incorrect item, where possible.

  • Photographs of the outer packaging if your parcel has been damaged during delivery, where possible.

This helps us investigate the issue promptly and, where necessary, raise a claim with Royal Mail or DPD.

Please retain the item and its packaging where reasonably possible until we have advised you on the next steps.

We will review the information provided and work with you to arrange an appropriate resolution.

Important: The 24-hour reporting period and request for photographs are intended to help us resolve issues quickly. They are not mandatory conditions for exercising your statutory consumer rights.

Under the Consumer Rights Act 2015, customers have legal rights when goods are faulty, not as described or not of satisfactory quality.

Depending on the circumstances, these rights may include:

  • A refund within the first 30 days for qualifying faulty goods.

  • A repair or replacement where appropriate.

  • A refund or price reduction where a repair or replacement is unsuccessful, unavailable or otherwise not required by law.

These rights apply to both online and in-store purchases and are not restricted by our change-of-mind returns or exchange policies.

8. How to Arrange a Return or Exchange

If you would like to cancel an online order, arrange a return or exchange, or report a problem with your purchase, please contact Triple Moon Holistics using the contact details provided on our website.

Please include your order number or proof of purchase, where applicable, and a brief explanation of your request.

For postal returns, please contact us for the appropriate return address and instructions.

Alternatively, eligible items can be returned in person to our Portsmouth shop.

9. Your Statutory Rights

Nothing in this policy affects or limits your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Thank you for shopping with Triple Moon Holistics and supporting our independent business.

With love and a little magic,

The Triple Moon Holistics Team 🌙