Refund policy

Changing your mind about a physical item

If you buy a crystal or other ready-made item online, you can cancel within 14 days of receiving it, without giving a reason. Contact me by website chat or email home@mygemcloset.co.uk with your order number to let me know. You may use the cancellation form at the end of this policy, but you do not have to. I will provide the return address privately. Send the item back within 14 days of telling me. Any clear message telling me you wish to cancel is enough. If you would like to cancel before your order is dispatched, contact me and I will refund you in full.

Please pack the item carefully and return it in the condition you received it. A tracked return with suitable insurance is recommended for valuable items; this recommendation does not make insurance or original packaging a condition of your statutory cancellation rights. You are welcome to inspect it as you would in a shop; if an item has been handled beyond that and its value is reduced, I may deduct that amount from your refund.

When you change your mind, you pay the cost of sending the item back. I will refund the price of the item and the original standard delivery charge (if you chose a faster delivery option, I refund the standard delivery amount only).

Custom and personalised items

Custom Energy Bracelets and other items made to your specifications or personalised for you cannot be returned simply because you have changed your mind. This does not affect your rights if an item is faulty, damaged or not as described.

Damaged, faulty or incorrect items

If something arrives damaged, faulty or is not what you ordered, please email me with your order number and, where possible, photographs. I will cover the cost of returning it and arrange a replacement where available or a refund. Your statutory rights are not affected. See also our Shipping Policy.

Readings, healing sessions and the Crystal Concierge

Single online sessions booked through my booking calendar can be cancelled or rescheduled using the link in your booking email; a refund is available when you cancel at least two business days before the appointment.
For services purchased online, you normally have 14 days from entering the contract to cancel. Please contact me by website chat or email. Before starting work within that period, I will ask you to expressly request an early start and provide the relevant cancellation information. Where the required information and valid request have been provided, a cancellation after work starts may involve a proportionate charge for the service already provided. The right to cancel ends after full performance only where the required express request and acknowledgement have been obtained. These provisions do not remove your rights where the required steps have not been followed.

Recorded readings and PDFs may also include digital content. Before supplying digital content within the cancellation period, I will separately ask for your express consent to early supply and acknowledgement that the cancellation right for that content is lost when supply begins, and provide confirmation. Without the required consent, acknowledgement and confirmation, I will not rely on that loss of cancellation rights.

For single calendar appointments, “two business days” means two working days, Monday to Friday excluding UK bank holidays, using Europe/London time; it is not simply 48 clock hours. Later cancellations are normally outside our additional appointment refund offer, but reasonable requests to reschedule may be considered. This appointment rule does not override any applicable statutory cancellation or refund rights.

Your refund

Once I receive your return (or proof that you have sent it), I will email you and refund you within 14 days, to your original payment method. Your bank may take a few extra days to show it. If you have not received it after that, please contact home@mygemcloset.co.uk.

Cancellation form

(Complete and return this form only if you wish to cancel. You may also simply email me.)

To: Belonging Homeware Limited, trading as My Gem Closet, 9 Owen Street, Manchester M15 4UA, home@mygemcloset.co.uk

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods* / for the supply of the following service*:

Ordered on* / received on*:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

*Delete as appropriate.