Refund Policy

Return Policy:

Your Right of Cancellation:

You have the right to cancel your contract with Enchanted Elements at any time up to 14 days after receipt of your goods, in line with your statutory rights. To cancel your contract you must advise us in writing, either by post, by e-mail or by using the Contact Us page of the website.

Should you wish to cancel your contract after the goods have been despatched to you or your customer, you will be responsible for returning the goods to Enchanted Elements within 30 days, at your own cost, unless the goods are faulty or mis-described.

You will be refunded for the goods within 30 days of notifying Enchanted Elements in writing of the cancellation.

* If you wish to cancel an order after it has been paid for then please email the order number and we will try to cancel this before it is dispatched, however please note on some occasions orders may not be cancelled in time before dispatch.

Amendment of Orders Already Placed:

You may amend any order placed if it showing as processing in you account, we are unable to amend orders once they are set as dispatched.  To amend an order please email us or use the contact form stating the order number and nature of the amendment (please note some amendments will require us to cancel and refund the order and ask for it to be placed again).  Please do not send messages via PayPal relating to orders as we do not receive these messages, we will not be held responsible for failing to make any changes requested in a PayPal message.

Refund Policy:

If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Please note: it is your responsibility to advise us of any changes to your PayPal email address. Refunds can take up to 30 days from receipt of the return.

Warranty:

All products supplied by Enchanted Elements have a 6 month manufacturer’s warranty period from the date the goods were delivered (unless otherwise stated and excluding consumables). This warranty does not affect your statutory rights as a consumer.

Faulty Item(s):

If you receive goods that are faulty or incomplete on arrival, you must notify us within 72 hours of receipt of the item in writing (by post, by e-mail or by using the Contact Us page on the website).

Please note we will offer a refund for any Faulty items instead of a replacement for orders overseas.

For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible faults instead of a return.  We request that any damaged silver jewellery items be returned to us as a 2nd Class large letter, please see our Returns Procedure (see condition 8 below). 

We will check products returned as faulty. If the fault is verified, we will replace the item within 5 working days at no additional cost to you and you will be reimbursed for any reasonable carriage costs incurred by the return. If, for any reason, we are unable to replace the item (for example, due to discontinuation of a product), you will be offered a choice of a substitute alternative product or a refund for the faulty item.

For items over £15 sale price before VAT, please contact us via email at info@enchantedelements.com describing the type and extent of the fault and we will advise you how to proceed.

Please do not place duplicate orders for replacement of damaged/faulty goods.

For heavy, courier delivered items of the value of over £15 sale price before VAT with visible fault (s) that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier.

If the goods you have returned are found not to be faulty, you will be notified in writing.  You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.

Item(s) Damaged on Arrival:

In the unlikely event of you receiving a damaged product, you should notify us in writing (either by e-mail info@enchantedelements.com or by using the Contact Us page on the website) within 48 hours of receipt of the goods. For items to the value of £15 sale price before VAT, excluding silver jewellery items, we request photographic evidence of any visible damage instead of a return.  

For items over £15 sale price before VAT, please contact us via email at info@enchantedelements.com describing the type and extent of the damage and we will advise you how to proceed.

For heavy, courier delivered items of the value of over £15 sale price before VAT with visible damage that we wish returned to us we can, upon request, despatch a replacement item and arrange a courier collection of the damaged item at the same time (*please note this is only available in the circumstance that the recipient will be available at the address to pass the faulty goods to the courier)

Please note we will offer a refund for any damaged items instead of a replacement for orders overseas.

Once we have received the goods at our Despatch Depot, we will examine the goods for the damage. If the damage is verified, we will replace the item within 3 working days at no additional cost to you and you will be reimbursed for any reasonable carriage charge incurred by the return.

If the goods you have returned are found not damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.