Refund policy
We have a 30-day return policy, 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 that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@enchantedinkwell.co.uk. Please note that returns will need to be sent to the following address: The Enchanted Inkwell, 15a Castle Street, Cirencester, GL7 1QD
Return postage is the responsibility of the customer unless the item is faulty or was sent in error, in which case we will cover the cost of return shipping in accordance with the Consumer Rights Act 2015.
You can always contact us for any return question at info@enchantedinkwell.co.uk.
Damages and issues
Please inspect your order upon reception and contact us if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and opened/ used ink bottles and pens unless faulty or damaged in transit. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Gift cards
Gift cards are generally non-refundable once used. Any statutory cancellation rights that apply remain unaffected.
Exchanges
The fastest way to ensure you 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.
UK cancellation rights
If you purchase from us online, you generally have the right to cancel your order within 14 days of receiving it, without giving a reason. To exercise this right, contact us at info@enchantedinkwell.co.uk within the 14-day cancellation period. You then have a further 14 days to return the goods.
Items should be returned with all supplied packaging and accessories. You may inspect an item as you would in a shop, but we may make a reasonable deduction from your refund if its value has been reduced through handling beyond what is necessary to establish its nature, characteristics, and functioning.
Unless the item is faulty, damaged, incorrectly supplied, or not as described, you are responsible for return postage. We will refund the item price and the cost of our least expensive standard delivery option. Refunds will be made within 14 days of receiving the returned goods, or receiving evidence that they have been sent back, whichever is earlier.
Cancellation rights may not apply to personalised or made-to-order goods, rapidly perishable goods, or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. This policy does not affect your statutory rights where goods are faulty, damaged, or not as described.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@enchantedinkwell.co.uk.