Returns & Refunds Policy
Our Commitment to You
At Dee’s Grotto, we want you to be delighted with your purchase. However, if for any reason you are not satisfied, we offer a clear returns and refunds policy in line with UK consumer regulations.
Returns Eligibility
You may return items within 14 days of receiving your order if you meet the following conditions:
- The item is unused, unopened, and in its original packaging.
- You have proof of purchase (your order confirmation email is acceptable).
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Opened incense, oils, or candles
- Spell kits or divination items that have been used or opened
- Jewellery items removed from sealed packaging
- Customized or personalised items
How to Request a Return
To initiate a return, please contact us first:
Email: deesgrotto@gmail.com
Please include your order number and the reason for return. We will provide you with return instructions.
Return Shipping
- The customer is responsible for return postage costs unless the item is faulty or incorrect.
- We recommend using a tracked service to ensure safe return of the item.
Refunds
Once we receive the returned item and confirm it is in acceptable condition, we will process your refund:
- Refunds will be issued to the original payment method.
- Please allow up to 14 days for the refund to appear in your account.
- Original shipping charges are non-refundable unless the item was faulty or incorrect.
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us immediately at deesgrotto@gmail.com with photographs if applicable. We will arrange a replacement or refund at no additional cost to you.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order.
Contact Us
If you have any questions about our returns policy, please email us at deesgrotto@gmail.com or call +44 7568 547844.
Last Updated: March 21, 2025
