Last update June 2026. Every piece leaving our sanctuary is checked and packed with care. This policy explains what happens if something goes wrong, and what we can and cannot accept back. Please read it before you order.
1. Your rights under consumer law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you live outside Australia, you may also have rights under the consumer laws of your country. Nothing in this policy excludes, limits or changes any right or remedy you have under a law that cannot be excluded.
2. Change of mind
We do not offer returns, refunds or exchanges if you change your mind, order the wrong size, colour or item, find it cheaper elsewhere or no longer need it. Customers in the United Kingdom, the European Union, Norway, Iceland and Liechtenstein should read section 6.
Please read each product description, size guide and measurement before ordering, and contact us if you have a question before you buy.
Cancelling before dispatch: if you ask us to cancel an order before it has been dispatched, we will consider your request but cannot guarantee it. Once an order has been dispatched it cannot be cancelled for change of mind, except under section 6.
3. Faulty, damaged, incorrect or not as described
If your item arrives damaged, has a fault, is not what you ordered or does not match its description, please contact us as soon as you reasonably can after you notice the problem. Reporting transit damage quickly helps us make a claim with the carrier, but it does not shorten your legal rights.
Please send us:
- your order number or other proof of purchase
- a short description of the problem
- photos of the item and, for transit damage, the packaging, where you are able to
We may ask for further reasonable information so we can assess the problem. If we need the item back, we will tell you how to return it. For an accepted claim we will provide a prepaid return label or reimburse your reasonable return postage. If returning the item would cost a significant amount, we will arrange collection at our cost. You do not need the original packaging or tags to make a claim for a faulty item.
Where there is a major failure, you can choose a refund or a replacement. Where the problem is not a major failure, we may choose to repair, replace or refund. A refund for a faulty or incorrect item includes the price you paid, and the original delivery charge where the law requires it. We will only give store credit instead of a refund if you choose it.
What is not a fault: many of our goods are natural or handmade. Crystals, stones, woods, herbs, resins and wax vary in colour, size, shape, inclusions and scent, and photos show a representative piece. Variation within what the description says is not a fault. Damage caused after delivery by accident, misuse, normal wear or not following care instructions is also not a fault. This does not affect your rights if an item is not of acceptable quality or does not match its description.
4. Lost or late orders
If your tracking has stopped updating or your order has not arrived within the delivery estimate, please contact us. We will look into it with the carrier. If the carrier confirms the parcel is lost, or it is not delivered within a reasonable time, we will send a replacement or give you a refund. This does not apply if the parcel was delivered to, or returned because of, an incorrect address you gave us.
Please contact us first if anything goes wrong with your order. We can usually resolve problems directly and more quickly than a payment dispute. This does not affect your right to contact your bank or payment provider.
5. How refunds are paid
Approved refunds go back to your original payment method. We process them within 14 days of approval, or for a cancellation under section 6, within the timeframe set out there. Your bank or payment provider may take a few more business days to show the refund. We do not charge a fee to process a refund.
6. United Kingdom, European Union and EEA customers: your right to cancel
If you are a consumer and your order is delivered to an address in the United Kingdom, the European Union, Norway, Iceland or Liechtenstein, you have the right to cancel your order within 14 days without giving any reason.
-
When it starts: the 14 days start on the day you, or someone you name other than the carrier, receive the goods. If your order arrives in separate parcels, it starts when the last item arrives.
-
How to cancel: send us a clear statement that you are cancelling, by email or through our contact page, before the 14 days end. You can use the model cancellation form below, but you do not have to.
-
Returning the goods: send the goods back to the address we give you within 14 days of telling us you are cancelling. You pay the direct cost of returning the goods. We recommend a tracked service.
-
Your refund: we will refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of our cheapest standard delivery. We will refund you without undue delay and no later than 14 days after the day you tell us you are cancelling. We may withhold the refund until we have received the goods back or you have given us proof of sending them, whichever is earlier.
-
Handling: you may handle the goods as you would in a shop to check what they are and how they work. If the goods lose value because they were handled beyond that, for example clothing that has been worn, a candle that has been lit, or incense that has been burned, we may reduce your refund by that loss in value.
The right to cancel does not apply to:
- goods made to your specifications or clearly personalised
- goods that are liable to deteriorate or expire rapidly
- goods supplied sealed for health protection or hygiene reasons that have been unsealed after delivery
- goods that, after delivery, have become inseparably mixed with other items
These exceptions only apply where the goods actually fall into one of these categories. Your rights for faulty or incorrectly described goods under section 3 and under your local law are not affected by cancelling or by these exceptions.
Model cancellation form (complete and return this form only if you wish to cancel):
To: Sorceress Sanctuary, sorceresssanctuary@gmail.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:
7. Customers in other countries
If the law of the country your order is delivered to gives you a right to cancel or return your order that cannot be excluded, we will honour it. Please contact us and tell us which right you are relying on.
8. Before sending anything back
We do not accept returns that the law does not require. Please contact us before sending any item back so we can confirm the right address and instructions. This does not affect your rights for faulty or incorrect items or your right to cancel under section 6.
9. Contact us
Email sorceresssanctuary@gmail.com or use our contact page with your order number. We aim to reply within 2 to 5 business days.
Sorceress Sanctuary is an Australian business.
Sold out
Sale
Sale
Sale
Sale
