Effective date: 12 June 2026
1. Overview
Muthi Mysticals aims to handle every order with care, clarity, and respect. Because many items are spiritual, symbolic, custom-selected, personal-use, fragile, or prepared for a specific customer intention, returns are reviewed carefully and may not be available in every case.
2. Order Confirmation and Pending Payment
Orders may remain in a pending or awaiting-payment status until payment is confirmed. An order is not fully accepted for fulfilment until customer details, delivery details, product availability, and payment confirmation have been reviewed.
3. Cancellations Before Dispatch
You may request cancellation before an order has been dispatched or prepared as a custom bundle. If the order has not yet been processed, prepared, or shipped, we will review the request and confirm whether cancellation is possible.
4. Items That May Not Be Returnable
For hygiene, safety, spiritual preparation, and integrity reasons, we may be unable to accept returns of opened, used, worn, handled, custom-prepared, personalised, sealed, perishable, aromatic, oil-based, herb-based, bath, incense, ritual, or intimate wellness items unless they arrive damaged or incorrect.
5. Damaged, Missing, or Incorrect Items
If an item arrives damaged, missing, or incorrect, contact us within 48 hours of delivery. Please include your order number, clear photos of the packaging, clear photos of the item, and a description of the issue. We may offer a replacement, store credit, partial refund, or refund depending on the circumstances.
6. Return Requests
Where a return is approved, items must be returned unused, unopened where applicable, in their original packaging, and with all included parts or labels. Returns sent without approval may be refused.
7. Return Shipping
Customers are normally responsible for return shipping unless the return is due to our error or confirmed delivery damage. We recommend using a tracked service because we cannot refund or replace items that are lost during return shipping.
8. Refund Timing
Approved refunds are processed after the returned item has been received and inspected, or after a damage/incorrect-item claim has been accepted. Refund timing depends on the original payment method and payment provider. Shipping fees may be non-refundable unless the issue was caused by our error.
9. Spiritual and Symbolic Outcomes
Spiritual goods are offered for cultural, symbolic, and personal-interest use. Refunds are not provided because a customer believes a spiritual, emotional, relational, financial, legal, or personal outcome was not achieved. We do not guarantee outcomes.
10. Delivery Delays
Delivery estimates are not guarantees. Delays may occur due to courier issues, customs checks, weather, address errors, public holidays, or events outside our control. We will assist where possible, but delay alone may not qualify an order for refund once it has been dispatched.
11. How to Request Help
Use the contact page and select “Order support.” Include your order number, name, email address, issue summary, and supporting photos where relevant. We will review your request and respond with the next steps.