Refund policy
THE RITUAL OF RETURN
Last updated: 13 October 2026
The Realm honours intention — but it also understands when a calling must be undone.
At The Refined Home, we want every artefact to find its rightful place. Should your selection no longer align with your space, the following conditions explain how to request a return, exercise your cancellation rights or seek assistance with an item that has not arrived as expected.
For most eligible goods purchased online, you have 14 calendar days from the day after delivery to notify us that you wish to cancel your order.
Once you have notified us of your cancellation, you have a further 14 calendar days to return the goods.
To begin your return ritual, kindly contact:
Please include your order number and the item you wish to return.
We ask that returned items be handled with care and, where reasonably possible, returned with their original packaging, labels and accessories.
You may inspect goods as you would reasonably be permitted to do in a physical shop. We cannot refuse a valid statutory cancellation solely because an item has been opened, its packaging has been removed or its tags have been detached.
However, where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may make a lawful deduction for any resulting reduction in value.
Once your request is received, we shall provide:
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Guidance on completing the return ritual
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The applicable return shipping label or return instructions
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Details of the designated return destination:
Unit 6 GP Centre
Yeoman Road
Ringwood
BH24 3FF
United Kingdom
For ordinary change-of-mind returns, the applicable return postage arrangements and any customer-paid costs will be explained in accordance with the conditions disclosed before purchase and your statutory rights.
Where goods are faulty, misdescribed or incorrectly supplied, TRH will meet reasonable return costs where required by law.
We kindly ask that you contact us before sending an item back so that we can arrange its safe and efficient return.
However, a valid statutory cancellation will not be refused solely because a customer did not obtain prior return authorisation.
For all questions concerning returns, our Realm listens here:
Damages & Discrepancies
What arrives through the Veil must arrive whole.
Upon receiving your parcel, we ask that you inspect it with care.
If an artefact arrives damaged, defective, incomplete or different from what was ordered, please contact us as soon as reasonably possible at:
Where possible, include your order number, a description of the issue and photographs to help us investigate.
Our Council will review the matter and arrange an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include:
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Repair
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Replacement
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A price reduction
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A refund
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Reimbursement or arrangement of reasonable return costs where legally required
Your rights under the Consumer Rights Act 2015 remain unaffected.
For example, qualifying faulty goods may be eligible for the statutory short-term right to reject within 30 days, while other remedies may remain available beyond that period.
You do not lose your legal rights merely because an issue was not reported immediately upon delivery.
The Ether does not take lightly what was meant to arrive in grace.
Exceptions & Sacred Exclusions
Some offerings within the Realm carry a unique essence, shaped specifically for the Summoner who calls them forth.
Certain items may therefore be excluded from the statutory change-of-mind cancellation right, including:
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Bespoke pieces made to your individual specifications
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Clearly personalised artefacts created or altered specifically for you
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Other goods falling within a recognised statutory cancellation exception
Made-to-order does not automatically mean non-returnable.
A standard catalogue item sourced or ordered from a supplier following your purchase is not excluded from statutory cancellation rights merely because it was not held in stock.
Where a product is genuinely bespoke or personalised, any applicable cancellation restriction should be clearly identified before the order is placed.
These exceptions concern change-of-mind cancellation rights.
They do not remove your statutory rights where goods are faulty, misdescribed or otherwise fail to meet applicable legal requirements.
Tier-based Recognition Gifts
Complimentary gifts bestowed by the Realm are governed by the applicable membership and gifting conditions.
Their ceremonial nature does not remove any legal rights associated with the underlying purchase or the goods supplied.
Digital Scrolls, Vault Keys & Chamber Instruments
Digital offerings may have separate cancellation, supply, activation and redemption conditions.
Where applicable law permits the loss of a statutory cancellation right following immediate digital-content supply, the required express consent and acknowledgement must be obtained before that right is lost.
Purchasing or redeeming a digital instrument does not automatically remove all refund or consumer rights.
If you are uncertain whether an artefact is eligible for cancellation, we invite you to contact the Council before placing your order:
Exchanges & Shifts of Intention
Should your choice no longer align with the rhythm of your space, the simplest path forward is to return the original item and place a separate order for the artefact you now desire.
To arrange a change-of-mind exchange:
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Notify us of your wish to cancel or return the original item within the applicable period.
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Follow the return instructions provided.
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Place a new order for your preferred artefact when ready.
A replacement purchase is treated as a separate order and remains subject to its own price, availability, delivery conditions and eligibility requirements.
Where an item is faulty, damaged or incorrectly supplied, your statutory rights to an appropriate remedy remain unaffected by this exchange procedure.
Each exchange is a new Summoning.
Each shift, an act of refinement.
Refunds & Sacred Reversals
Once your return has been received, we will review it and communicate any relevant outcome, including whether a lawful deduction applies.
For an eligible statutory cancellation, we will issue the refund without undue delay and no later than 14 calendar days after receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Where goods have not yet been dispatched, or no return of goods is required, the applicable statutory refund deadline will be observed.
An eligible cancellation refund will generally include:
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The price paid for the cancelled goods
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The original standard delivery charge, where required by law
If you selected a more expensive delivery service than the least expensive standard delivery option offered, we are not required to refund the additional premium delivery cost.
Where a return involves only part of an order, any delivery refund will be assessed according to the applicable circumstances and legal requirements.
Refunds will ordinarily be made to your original payment method, unless you expressly agree otherwise.
We will not impose a refund fee for exercising a statutory cancellation right.
For faulty or non-conforming goods, the applicable refund timing and remedy will be determined by your statutory consumer rights.
Once processed, your bank or card provider may require additional time to display the funds.
If you have not received an expected refund, please contact:
Our Council will investigate the matter and provide an update.
The Realm honours the offering.
And when a calling must be undone, it honours the return.
With grace and refinement,
The Refined Home