Refund Policy
At OXALA HEART, your satisfaction and trust are deeply important to us. Every piece we send carries sacred energy and intention, so we treat exchanges and refunds with the same care and respect we bring to our ceremonial work. This policy was created to bring transparency, fairness, and reverence to the process of returns.
ELIGIBILITY FOR RETURNS (14-DAY WINDOW)
We follow a 14-day return period from the date you receive your order. If you are in the UK or abroad, you may request a return or exchange within that time, provided that:
- Condition: Items must be unused, unworn, and in their original condition and packaging, with all labels, tags, or seals intact.
- Proof of Purchase: Please include your order number or receipt.
- Authorisation: Contact us before returning any item to receive approval and the correct return instructions. Unauthorised parcels may not be accepted.
Because many of our offerings are handcrafted and spiritually charged, we ask that you choose carefully. Once an item has been used, handled extensively, or unsealed, it may lose eligibility for return.
NON-RETURNABLE & NON-REFUNDABLE ITEMS
Certain sacred or personal-use items cannot be returned due to hygiene, safety, or their one-of-a-kind nature. All sales of the following categories are final:
- Consumables & Plant Medicines: Rapé (sacred snuff), sananga, ceremonial cacao, herbal teas, tinctures, Kambo sticks, powders, or similar products. Once they leave our care, purity and storage conditions cannot be guaranteed.
- Oils, Sprays & Apothecary Items: Essential oils, aura sprays, balms, creams, and floral waters (e.g. Florida Water) are non-returnable if opened or unsealed, to preserve product integrity.
- Personal & Ritual Tools: Kuripes, Tepis, drinking vessels, and jewellery for pierced areas cannot be returned once used or unsealed due to hygienic and energetic reasons.
- Handcrafted or One-of-a-Kind Creations: Sacred drums, rattles, smudging fans, ritual tools, and unique spiritual art are non-returnable, as they are singular pieces imbued with spiritual work. Minor imperfections and variations are part of their authenticity and are not considered defects.
- Custom, Sale, or Discounted Items: All custom, sale, or bundle items are final sale unless they arrive damaged or incorrect.
- Digital Goods or Gift Cards: Not refundable or exchangeable once issued.
- Shipping Fees: Original shipping and insurance costs are non-refundable unless the mistake was ours or the product arrived damaged.
These measures protect both the sacred integrity of the items and your own well-being.
DAMAGED OR INCORRECT ITEMS
If something arrives broken, defective, or not as ordered, please contact us as soon as possible so we can make it right.
- Contact Us Within 48 Hours: Email info@oxalaheart.co.uk and include your order number and a short description of the issue.
- Include Photos: Attach clear photos of the damaged or incorrect item and the packaging.
- Do Not Use the Item: Please keep everything as received until we advise next steps.
- Resolution: We will offer a replacement (if available), exchange, or refund. In some cases, we may provide a prepaid return label or suggest proper disposal if a return isn’t required.
If the issue is due to carrier mishandling or our error, OXALA HEART will ensure you are not out-of-pocket.
HOW TO INITIATE A RETURN
For eligible returns, please follow these steps:
- Email Us: Send a return request to info@oxalaheart.co.uk with your order number, the item(s) in question, and a brief explanation.
- Await Authorisation: We’ll confirm whether your item qualifies and provide the correct return address and any reference code needed.
- Repack Carefully: Use original packaging where possible, wrapping the item securely to prevent damage.
- Include Documentation: Add a note with your name, order number, and contact details inside the parcel.
- Ship Securely: Use a trackable, insured postal service, especially for fragile or high-value items. Customers are generally responsible for return postage unless the item arrived damaged or incorrect.
If shipping from outside the UK, please mark the parcel clearly as “Returned Goods” to avoid customs duties on our side.
RETURN ADDRESS
OXALA HEART
1 Birch Close
Buckhurst Hill, IG9 6HR
United Kingdom
(This address is for authorised returns only — it is not a public storefront.)
FINAL NOTES
We understand that every sacred item carries both physical and spiritual value. By honouring these return guidelines, we ensure fairness, hygiene, and energetic respect for all involved. If you’re uncertain about the eligibility of a particular product, please reach out before purchasing — we’re always happy to guide you.