Last updated: September 2026

We want you to be happy with everything you buy from us. This policy explains your rights and how returns and refunds work, both in-store and online.

1. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund regardless of the conditions below. These rights cannot be excluded or limited by any policy of ours.

The sections below cover our own discretionary returns policy — for example, if you've simply changed your mind — which we offer as a goodwill service on top of your statutory rights.

2. Proof of Purchase

We don't issue paper receipts in-store, as the options are emailed or texted and customers prefer to go without. Because of this:

• We will accept a bank or card statement showing the transaction as valid proof of purchase.

• A receipt (email, or text) is also accepted where available.

• Without some form of proof of purchase, we are unable to process a refund or exchange, but we're happy to work with whatever record you have. Please bare in mind if you are coming in during a busy period we may not be able check our records - if you would like to return something it would be helpful to email ahead of time to creepymoonclub@gmail.com.

3. In-Store Purchases

3.1 Change of Mind

If you've simply changed your mind about an item bought in-store, we're happy to offer an exchange of equal value, subject to the conditions below. We do not offer cash refunds for change-of-mind returns.

3.2 Oils & Tinctures

For hygiene and safety reasons, oils and tinctures must be unused, unopened, and in their original packaging to be eligible for exchange. Once opened or used, these items cannot be returned unless faulty.

3.3 Spell Jars

Due to the bespoke and personal nature of these items, spell jars cannot be returned or exchanged, except where faulty or not as described.

3.4 Faulty Items

If an item bought in-store is faulty, please bring it back with your proof of purchase (see Section 2) and we will offer a repair, replacement, or refund in line with your statutory rights.

4. Online Purchases

4.1 Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving your item(s), without giving a reason.

To exercise this right, please contact us within 14 days of delivery to let us know you wish to return your item.

4.2 Returning the Item

Once you've told us you'd like to return an item:

• Please post the item back to us at CREEPY MOON 4 St Peters St Sandwich Kent CT13 9BW.

• Items should be returned within 14 days of notifying us of your cancellation.

• You are responsible for the cost of return postage unless the item is faulty or not as described.

• We recommend using a tracked or signed-for service, as we cannot be responsible for items lost in transit.

Once we receive your returned item, we will process your refund within 14 days, using the original payment method.

4.3 Oils & Tinctures (Online)

As these are sealed for hygiene reasons, oils and tinctures can only be returned if the seal is unbroken. Once opened, they are exempt from the right to cancel under the Consumer Contracts Regulations, unless faulty.

4.4 Spell Jars (Online)

Spell jars cannot be returned online for change of mind, except where faulty or not as described, as these are made to order / personal in nature.

4.5 Faulty or Damaged Items

If your online order arrives faulty, damaged, or not as described, please contact us with your order confirmation and photos of the item where possible. We will arrange a replacement, repair, or refund, including reasonable return postage costs.

5. How to Start a Return

In-store: Bring the item and your proof of purchase to the shop.

Online: Email/message us at creepymoonclub@gmail.com with your order number, letting us know what you'd like to return and why.

6. Contact Us

If you have any questions about this policy, please get in touch:

• Email: creepymoonclub@gmail.com