Refund policy
At My Spell, we want you to feel confident in your purchase. If something isn’t right, we’re here to help. Please read our policy carefully to understand your rights and responsibilities.
1. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, misprinted, or if you receive the wrong product, you may request a replacement or refund.
Claims must be submitted within 14 days of delivery.
Please email us at info@shopmyspell.com with your order number, a photo of the product, and a brief description of the issue.
Once your claim is reviewed and approved, we will ship a replacement within 8 business days or process a refund to your original payment method within 5–10 business days.
2. Lost Packages
If your package does not arrive, you must notify us within 30 days of the estimated delivery date. Verified lost orders will be replaced or refunded at no cost to you.
3. Returns & Exemptions
Please note the following conditions:
Unopened Returns - EU & UK Customers ONLY: Under the 14-day cooling-off period, you may return your order for any reason if the items are sealed, unopened, and unused. Return shipping costs are the customer’s responsibility. Refunds are processed once the returned items are received and inspected.
Non-Refundable Cases:
Opened or used supplements (for health and safety reasons).
Buyer’s remorse (outside the EU/UK cooling-off right).
Incorrect or insufficient shipping address provided by the customer.
Unclaimed shipments returned to us by the courier.
Packages rejected by customs or undeliverable due to unpaid duties/taxes.
Abandoned or destroyed shipments by carriers (e.g., incorrect details, refusal to accept delivery).
Orders cancelled after the product has already entered the production process.
4. Refunds
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for processing, depending on your bank or payment provider.
If you have not received your refund after this period, please contact your bank first, then reach out to us at info@shopmyspell.com.
5. How to Start a Return or Claim
To request a refund or replacement, please contact our support team at:
📧 info@shopmyspell.com
Include:
1. Order number
2. Description of the issue
3. Clear photo(s) of the product and packaging - please note that without photos we can't process the refund/replacement request
Our team will guide you through the next steps.
6. Governing Law
This policy is governed by and interpreted in accordance with English law, without regard to conflict of law principles. Customers in other jurisdictions retain their statutory rights under local consumer protection laws.