Refund and Returns Policy

At Reverie Brands Ltd, we are committed to providing high-quality products and excellent customer service. Please read our Refund and Returns Policy carefully to understand your rights and how to proceed if you need to return an item.

1. Cancellations

1.1 Personalised Items

No Right to Cancel

Please note that personalised items (e.g., t-shirts or hoodies with your name or custom designs) are exempt from the right to cancel under the Consumer Contracts Regulations 2013. These items are made to your specific requirements and cannot be resold.

Faulty Personalised Items

If the personalised item is faulty, damaged, or not as described:

• Please contact us within 30 days of receiving the item at support@heymindsetmatters.co.uk with details and photographs of the issue.
• You are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

Refunding the Cost of Delivery

• For faulty personalised items, we will refund the full delivery cost you paid when placing the order.
• We will also cover any reasonable return shipping costs.

1.2. Non-Personalised Items

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your purchase of non-personalised items within 14 days without giving any reason. The cancellation period will expire 14 days from the day you receive your goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement. Please contact us at support@heymindsetmatters.co.uk with your order details.

Conditions for Returns

• Items must be returned unused, unworn, unwashed, and in the same condition that you received them.
• The items should be in their original packaging with all tags and labels attached.

Refunds

• Once we receive and inspect the returned item, we will notify you by email of the approval or rejection of your refund.
• If approved, we will process the refund to your original method of payment within 10 days.

Refunding the Cost of Delivery

• We will refund the basic delivery cost of getting the goods to you in the first place.
• If you opted for enhanced delivery services (e.g., guaranteed next day delivery), we will only refund the cost of our standard delivery option.

Return Shipping Costs

• You are responsible for paying your own shipping costs for returning non-faulty items.
• Return shipping costs are non-refundable.

1.3. Additional Non-Returnable Items:

• Gift cards
• Downloadable software products
• Some health and personal care items

2. Faulty or Damaged Items (All Products)

Your Rights

Under the Consumer Rights Act 2015:

• If an item is faulty, not as described, or unfit for purpose, you have the right to a full refund within 30 days of purchase.
• After 30 days, you may be entitled to a repair or replacement.

How to Proceed

• Contact us at support@heymindsetmatters.co.uk as soon as you discover the fault.
• Provide your order number and a detailed description of the issue, along with any relevant photographs or videos.
• We will guide you through the return process and cover any reasonable return shipping costs.

Refunding the Cost of Delivery

• We will refund the full delivery cost you paid at the time of purchase.
  • This includes any enhanced delivery services you may have chosen.

3. How to Return an Item

1. Contact Us
   • Email us at support@heymindsetmatters.co.uk with your order number and reason for return.
2. Prepare the Package
   • Securely pack the item in its original packaging.
   • Include a copy of the receipt or proof of purchase.
3. Ship the Item
   • Send the package to: 24 Broadshade Road, Aberdeen, Westhill, AB32 6AR, United Kingdom
   • Consider using a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.

4. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

5. Exchanges

• We only replace items if they are defective or damaged.
• If you need to exchange a faulty item for the same product, contact us at support@heymindsetmatters.co.uk

6. Late or Missing Refunds

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company; it may take some time before your refund is officially posted.
• If you’ve done all of this and still have not received your refund, please contact us at support@heymindsetmatters.co.uk

7. Shipping Returns

For faulty items, we will cover the reasonable cost of return shipping. Please contact us (support@heymindsetmatters.co.uk) prior to returning the item so we can assist you with the return process.

If you are returning a non-faulty item (e.g., you changed your mind), you will be responsible for paying the shipping costs. These costs are non-refundable, and if a refund is approved, the cost of return shipping will not be reimbursed.

Shipping and Tracking:

• Depending on your location, the time it takes for an exchanged product to reach you may vary.
• For all returns, especially higher-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
• We cannot guarantee receipt of returned items without tracking information.

8. Need help?

If you have any questions about our Refund and Returns Policy, please contact us:

• Email: support@heymindsetmatters.co.uk
• Contact

---

Note: This policy is in accordance with UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. We are dedicated to ensuring your rights are protected.