We want you to be happy with everything you order. If something isn’t right, here’s how we put it right.
Changed your mind?
You can cancel your order and return it to us for any reason within 14 days of the day you receive it. You don’t need to give a reason.
How to cancel
- Email hello@mysticgrove.co.uk within 14 days of receiving your order. Include your order number and the items you’re returning. You can also use the model cancellation form below, but you don’t have to.
- Send the items back within 14 days of telling us you’re cancelling.
- Pack them securely, ideally in their original packaging, so they reach us safely.
Return postage
You are responsible for the cost of returning items that aren’t faulty.
- You can send them back by any tracked service you choose.
- Or we can email you a Royal Mail return label. Its cost, currently £3.65, will be taken off your refund.
Please keep your proof of postage. Items are your responsibility until they reach us.
Condition of items
You can handle items as you would in a shop, to see what they are like. If a returned item has been used, burned, damaged or handled beyond that, we may reduce your refund to reflect the loss in value. Examples include a candle that has been lit or incense that has been burned.
Items that can’t be returned unless faulty
For health and hygiene reasons, we can’t accept change of mind returns on these items once their seal or packaging has been opened:
- essential oils and roll on blends
- bath products, including bath potions, bath salts and bath fizz
- ceremonial cacao
- earrings
This doesn’t affect your rights if any of these items arrive faulty.
Your refund
We’ll refund you within 14 days of receiving the items back. If you send us proof of postage first, we’ll refund within 14 days of receiving that proof instead.
- Returning your whole order: we’ll also refund the standard delivery charge you paid. If you chose Tracked 24, we refund the Tracked 48 price.
- Returning only part of an order: the delivery charge isn’t refunded.
Refunds go back to your original payment method. If you paid with Klarna or Clearpay, the refund is applied to your plan with them.
Damaged, faulty or not what you ordered?
Please contact us as soon as you can, ideally within 14 days of delivery, with your order number and a photograph of the item and its packaging. This helps us sort it quickly, but your legal rights apply whenever you get in touch.
- Email: hello@mysticgrove.co.uk
- Phone: 01952 375 852
If an item is damaged, faulty or not as described, we’ll send you a prepaid return label, or we may not need the item back at all. We’ll then offer a replacement or a full refund, including the delivery charge.
Your rights under the Consumer Rights Act 2015
- You have 30 days from delivery to reject a faulty item for a full refund.
- After that, and within six months, we’ll repair or replace it. If that isn’t possible, you can have a refund.
Natural marks, inclusions and colour variation in crystals are part of a natural stone and are not faults.
Orders from TikTok Shop
Returns for orders placed through our TikTok Shop are handled through TikTok Shop’s own returns process.
Model cancellation form
Complete and return this form only if you wish to cancel your order.
To: Mystic Grove, 132a High Street, Bromsgrove, B61 8ES, hello@mysticgrove.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Signature (only if this form is sent on paper):
Date:
Any questions?
If you’re not sure about anything, just get in touch. We’re always glad to help. You can also read our full Terms and Conditions.
Last updated: 16 October 2026