Refund policy
Return & Refund Policy – Mystic Sanctuary
Effective Date: April 08, 2025
Thank you for shopping with Mystic Sanctuary. We value your support and want you to be satisfied with your purchase. This policy outlines the terms under which returns and refunds are handled in accordance with South African consumer law (Consumer Protection Act 68 of 2008).
By placing an order with us, you acknowledge and agree to the terms of this policy.
1. Returns
You may return eligible items within 7 calendar days of confirmed delivery. To qualify:
- Items must be in their original condition and packaging.
- Sealed products must be unopened.
- Cards must be returned in the same condition as listed (e.g., Near Mint).
- Proof of purchase (order number or invoice) must be provided.
Important: Risk passes to you once the courier confirms delivery. Claims for missing or incomplete items after confirmed delivery must be supported by verifiable evidence and may be denied if they do not comply with our documentation requirements.
How to Initiate a Return
Email us at accounts@mysticsanctuary.co.za with your order number and reason for return.
2. Refunds
Once we receive and inspect returned items, we will notify you of approval or rejection.
Approved Refunds
- Processed within 7–10 working days.
- Paid back to the original payment method or issued as store credit.
- Issued only after verification that the return is valid and all policy conditions were met.
Non-Refundable Items
- Opened sealed products.
- Used or damaged items not due to our error.
- Digital or downloadable items.
Fraudulent or Unsupported Claims
Providing false, misleading, or incomplete information regarding returns, damaged items, or missing items may constitute fraud. Mystic Sanctuary reserves the right to:
- Decline the claim;
- Suspend or block the customer’s account;
- Pursue legal action where necessary.
3. Return Shipping
- Our error (incorrect item or verified packing error): Mystic Sanctuary covers return shipping.
- Other reasons: Customer is responsible for return shipping.
- Customers may use their own courier or request a prepaid return label (cost deducted from refund).
4. Damaged or Incorrect Items
If your order arrives damaged or incorrect:
- Contact us within 48 hours of delivery.
- Provide clear photos of the item and packaging.
Important:
- Photos alone cannot be used to claim missing items. All claims must be supported by verifiable documentation and must align with our Shipping Policy.
- Mystic Sanctuary will not issue refunds or replacements unless we can verify beyond reasonable doubt that an error occurred.
- Only documented issues such as courier-confirmed damage, tampering, or packaging discrepancies will be considered.
- Claims made after 48 hours, or without the required evidence, may be declined without exception.
5. Missing Item Claims (Critical)
To protect both parties and prevent abuse:
- All missing-item claims must be submitted within 7 days of delivery, with supporting evidence.
- Claims must include photos of packaging, internal contents, and any signs of tampering.
- Claims submitted without evidence, or after the required timeframe, may be declined.
- Mystic Sanctuary reserves the right to refuse engagement or assistance where communication becomes hostile, abusive, or threatening.
- Mystic Sanctuary may refund the disputed item instead of supplying a replacement if stock is unavailable or if the claim cannot be substantiated.
6. Exchanges
We do not offer direct exchanges. Customers may return eligible items for a refund and place a new order.
7. Documentation & Verification
Mystic Sanctuary maintains:
- Photographic records of orders during packing;
- Packing logs and inventory tracking;
- Courier tracking data and delivery scans.
Customers are responsible for:
- Inspecting their parcel immediately upon delivery;
- Reporting issues within required timeframes;
- Providing the evidence listed in our Shipping and Refund Policies.
Claims that cannot be verified will be declined.
8. Legal Compliance
This policy aligns with the Consumer Protection Act (CPA). By completing a purchase, you acknowledge that:
- Delivery risk passes upon courier confirmation;
- Missing-item and damage claims require evidence;
- Mystic Sanctuary is not liable for claims made outside required timelines or without supporting proof.
9. Need Help?
We’re here to assist: