Refund policy
Returns and cancellations
We want you to be happy with your order. This policy explains your rights and how to use them. Nothing in it affects your statutory rights.
Your 14-day right to cancel
If you are buying as a consumer, you can cancel your order for any reason within 14 days of the day after you receive it. You do not need to give us a reason.
To cancel, email us at info@primalchakra.com with your order number. You then have a further 14 days from the date you tell us to send the goods back.
This right applies to everything we sell, including items bought in a sale or with a discount code.
Please do contact us before sending anything back so we can process your refund quickly — but your right to cancel does not depend on it.
Items this right does not cover
By law, the 14-day cancellation right does not apply to:
- Personalised items made to your specification. This includes our Blessed range, where a certificate of blessing is prepared for the recipient you name at checkout.
- Gift cards.
These exclusions never apply where an item arrives faulty, damaged or incorrect — see below.
Condition of returned items
You are welcome to open your item and examine it as you would in a shop. Please return it in its original packaging where you can, but this is not a condition of your refund. We may reduce a refund to reflect any loss in value caused by handling beyond what was needed to examine the item.
Our crystals are natural products, so colour, shape, size and markings vary from piece to piece. Natural variation of this kind is not a fault.
Return postage
You pay the cost of returning goods to us when you are cancelling under the 14-day right. We pay it when an item is faulty, damaged or not what you ordered. We recommend a tracked service, as we cannot refund goods that do not reach us.
Returns address: Primal Chakra, 79 Park View Road, Sutton Coldfield, B74 4PS
Refunds
We refund you within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever comes first. Refunds go to your original payment method.
We also refund the standard delivery charge from your original order. If you paid for a faster service, we refund the cost of our standard delivery.
Your bank may take a few days longer to show the money. If 14 days have passed since we confirmed your refund and it has not arrived, email info@primalchakra.com.
Faulty, damaged or incorrect items
Please check your order when it arrives and tell us straight away if anything is wrong.
If an item is faulty, you have 30 days from receiving it to reject it and get a full refund. After 30 days, and for up to six months, we will repair or replace it — and if that is not possible, you are entitled to a refund. You may still have legal rights for up to six years where goods were not of satisfactory quality. These rights sit alongside your 14-day right to cancel.
Exchanges
The quickest way to exchange something is to return it for a refund and place a new order.
Contact us
Email: info@primalchakra.com
Post: Primal Chakra, 79 Park View Road, Sutton Coldfield, B74 4PS
Primal Chakra is a trading name of Top Spot Leads Ltd.
