We want customers to be satisfied with their purchases. This policy explains when returns, refunds, replacements and cancellations may be available.
Physical Products
Customers have the right to return most physical products within 14 days of receiving their order for a refund, provided the item is unused, in its original condition, and returned with any original packaging where reasonably possible.
Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect or otherwise required by law.
Faulty, Damaged, or Incorrect Items
If an item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
We may request photographs or additional information to help us investigate the issue.
Where appropriate, we will offer a replacement, refund, repair or other suitable resolution.
Hand-crafted items
Many items sold by Veythariel Flame Shop are handcrafted in small batches. As a result, slight variations in colour, texture, finish, dimensions or appearance are a natural part of the making process and make each piece unique. These characteristics are not considered faults or defects and do not affect your statutory consumer rights.
Made-to-Order and Personalised Products
Made-to-order, commissioned, personalised, custom-created or bespoke products may not be eligible for return or refund unless they are faulty, damaged or not as described.
Non-Returnable Items
Consumable, ritual and personal-use products, including incense, oils, herbs, ritual blends and similar items, may not be returned once opened, used or unsealed unless they are faulty, damaged, or not as described.
Digital Products
Please see our Digital Downloads Policy.
Unless required by law, refunds are not normally available for digital products once access has been provided or the product has been made available for download.
Refund Processing
Approved refunds will normally be issued using the original payment method.
Processing times may vary depending on payment providers and financial institutions.
Policy Enquiries
Questions regarding this Returns & Refunds Policy may be directed to:
Last Updated: 2 June 2026