Refund policy
Because the majority of our items and services are bespoke and made specifically for each client, our refund policy differs depending on what you've ordered. Please read the section that applies to your order below.
Delayed Orders
Our estimated delivery timeframes (2-3 business days for spell videos, 2–4 weeks for physical items) are estimates only. Order surges, seasonal periods, and other factors can occasionally cause delays — see our Shipping Policy for details. A delay on its own does not automatically entitle you to a refund. If your order is running later than expected, please contact us at info@marysmagicshop.com first so we can check on it and advise you of the options available, which may include an updated timeframe, or — where the eligibility criteria below are met — a recast or refund.
Spell Videos & Custom Recorded Services
Every spell video is created individually for the client who ordered it. Because of this, these orders are not eligible for a refund simply because a client changes their mind, or on request alone — the conditions below set out the only circumstances in which a refund is available.
Advised results timeframe When you receive your order, we will advise you (via the email report and media sent to you) of an estimated time period within which you can expect to see results. This timeframe varies depending on the nature of your order and will be confirmed to you directly in that email.
Free recast If you have not seen results within the advised time period, you are entitled to one (1) free recast of your spell at no additional cost.
- If you choose to accept the free recast, you are no longer eligible for a refund on that order, at any point.
- The free recast can only be claimed once per order.
60-day refund eligibility If you do not opt in for the free recast, and it has now been 60 days or more since your original order/casting date, and you have not seen results, you may request a refund by contacting us at info@marysmagicshop.com.
120-day cut-off Refund requests must be made within 120 days of your original order/casting date. We are unable to offer refunds for any request made after this point, regardless of whether results have been seen.
To summarise the eligibility criteria — a refund on a spell video order will only be considered if all of the following are true:
- It has been at least 60 days, but no more than 120 days, since the order/casting date.
- You have not seen results within that time.
- You have not opted in to use your free recast.
Refunds will not be issued before the 60-day mark, will not be issued after the 120-day cut-off, and will not be issued if the free recast has already been used. This is our full and complete refund policy for these services — see "Before Opening a Payment Dispute" below.
Readings
Readings are personalised and bespoke to the individual client and the questions asked. As such, readings are non-refundable under any circumstances.
Physical Items
We have a 30-day return policy for physical items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return:
- Your item must be in the same condition you received it — unworn or unused, with tags attached, and in its original packaging.
- You'll also need the receipt or proof of purchase.
To start a return, contact us at info@marysmagicshop.com. Returns will need to be sent to the following address:
35 Kings House, East Grinstead, RH19 3AG, United Kingdom
If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately at info@marysmagicshop.com if the item is defective, damaged, or if you've received the wrong item, so we can evaluate the issue and put it right.
Exceptions / non-returnable items
The following cannot be returned:
- Spell videos and other custom/bespoke video orders (see above for the applicable refund terms)
- Readings (non-refundable — see above)
- Personal care goods
- Sale items and gift cards
Please get in touch if you have questions or concerns about a specific item.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund has been approved. If approved, you'll be automatically refunded via your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@marysmagicshop.com.
Before Opening a Payment Dispute
If you're unhappy with your order for any reason, please contact us at info@marysmagicshop.com before raising a dispute or chargeback with your bank or card provider. Most concerns — including delayed orders, questions about eligibility for a recast or refund, and issues with physical items — can be resolved more quickly by contacting us directly, and this policy sets out the full and complete criteria we use to assess refund requests for each type of order.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under applicable UK consumer protection law. This policy explains the information and options we provide in addition to those rights; it does not remove or limit any right that legally applies to your purchase.
Questions? Contact us at info@marysmagicshop.com.
