​

At THE THIRTEENTH COVEN, we hope you love everything you receive from us. However, we understand that sometimes you may change your mind.
 

 
If you have purchased an item from us online, you have the right to cancel your order within 14 days of receiving it, without having to provide a reason.
Once you have notified us that you wish to cancel your order, you then have a further 14 days to return the goods to us.
To request a return, please contact us before sending your item back so that we can provide the appropriate return information.
Returned items should be:

• In their original condition

• Unused

• Undamaged

• Complete, with any original packaging, accessories or components supplied

• Suitable for resale

You are entitled to inspect an item in the same way that you reasonably could in a physical shop. However, if an item has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and function, we reserve the right to make an appropriate deduction from your refund where the value of the item has been reduced.
 

 
Unless the item is faulty, damaged, incorrect or otherwise not as described, the cost of returning an unwanted item is the responsibility of the buyer.
We strongly recommend returning your parcel using a tracked and/or signed-for postal service and retaining your proof of postage until your refund has been completed.
THE THIRTEENTH COVEN cannot be held responsible for returned parcels that are lost or damaged while being sent back to us.



Once your return has been received and inspected, we will process your refund.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
For eligible cancellations, your refund will include the price paid for the returned goods and the cost of our standard delivery service where required by law. If you selected an upgraded, express or more expensive delivery service, we are not required to refund the additional delivery cost above our standard delivery charge.
Refunds will be processed without undue delay and, where applicable, no later than 14 days after we receive the returned goods or evidence that they have been sent back to us, whichever occurs first.
Please allow additional time for your bank or payment provider to credit the funds to your account once the refund has been processed.


 

Certain products may not be eligible for change-of-mind returns where an exemption applies under UK consumer law. This may include:

• Personalised, bespoke or custom-made products

• Perishable goods

• Sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken

• Any other goods which are legally exempt from the right to cancel

Any applicable return restrictions will be made clear where appropriate.

 

​

For hygiene, safety and quality-control reasons, products which are supplied sealed and which qualify for the health or hygiene exemption may not be returned once their protective seal or packaging has been opened.

Where this exemption does not apply, your statutory cancellation rights remain unaffected.

Please do not use, burn, mix, consume or otherwise use the contents of a product if you intend to return it.

 

​

If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Please include your order details and, where relevant, photographs showing the issue so that we can investigate and resolve it quickly.

Where goods are faulty or do not conform to the contract, your rights are protected by UK consumer law. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Where we have supplied an incorrect or faulty item, you will not be required to pay return postage where we are legally responsible for that cost.

​

If your order arrives damaged, please contact us as soon as reasonably possible after delivery and provide photographs of:

• The damaged item

• The external packaging

• The internal packaging

• The shipping label, where available

Please retain the item and packaging until we have confirmed whether they are required for our investigation.



 

We may ask you to provide your order number, receipt or another reasonable form of proof of purchase before processing a return or refund.

 

​

Nothing in this Returns & Refund Policy is intended to exclude, restrict or affect your statutory rights.

Your rights include those provided by applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
 
CONTACT US

To request a return or discuss a problem with your order, please contact: hello@thethirteenthcoven.com

Please include your name, order number and the item(s) you wish to return when contacting us.