Refund policy

Your Sacred Right to Return

 

At Sanctum Noctis, we want every item that crosses your threshold to resonate with your practice. We understand that sometimes an item may not align with your intentions, or arrives bearing imperfections from its journey. This policy sets out clearly what you can return, when, and how.

 

❖  Our Promise You have 28 days from the date you receive your order to return an eligible item. Within that window, all eligible returns must be physically received by us — not just requested. Please read the timelines below carefully, as some situations require you to contact us sooner so we can help you effectively.

 

 

All returns must be received by us within 28 days of your delivery date. However, please contact us as early as possible — particularly for damaged, faulty, or incorrect items, where prompt notification allows us to investigate and resolve your case effectively.

 

SITUATION	CONTACT US WITHIN	RETURN MUST ARRIVE WITHIN
Change of mind / unwanted item	28 days of receipt	28 days of receipt
Faulty or defective item	3 business days of receipt	28 days of receipt
Damaged in transit	3 business days of receipt	28 days of receipt
Wrong item delivered	3 business days of receipt	28 days of receipt
Manufacturing fault (post-delivery)	5 business days of discovering the fault	Within 6 months of delivery
Non-delivery	21 days of dispatch	N/A — no return required

 

 

 

 

1.        Contact us at alchemy@sanctumnoctis.co.uk with your order number, the item(s) you wish to return, and the reason. Please include photographs for damaged, faulty, or incorrect items.

2.      We will review your request and respond within 2–3 business days. Do not send items before receiving our authorisation — unauthorised returns may not be accepted.

3.      Once approved, we will provide our returns address and any specific packing instructions.

4.      Post your return within the 28-day window from your delivery date. You must ensure the item is received by us within this time.

5.      Items must be returned in their original packaging, unused and in ‘as new’ condition.

6.      Always quote your order number in all correspondence and keep proof of postage. For items over £15 we recommend a tracked, signed-for service.

 

 

YOUR RESPONSIBILITY Change of Mind Return postage is at your cost for unwanted or incorrectly ordered items.

WE COVER IT Our Error or Fault For faulty, damaged in transit, or incorrectly supplied items, we will reimburse reasonable return postage costs on receipt of the goods.

 

For damaged or faulty items valued under £15 (excluding silver jewellery), we may request photographic evidence in lieu of a physical return. Silver jewellery should always be returned to us.

 

 

Refunds will be issued to your original payment method within 30 days of us receiving and processing your return. The refund will reflect the item cost only — return shipping is at your expense unless the return is due to our error or a product fault.

 

Out of Stock Items If items from your order are out of stock at the time of processing, you will receive a partial refund automatically. We are unable to offer substitutions, but you are welcome to place a new order for alternative items.

 

 

If your order has not arrived within 2 weeks of your dispatch notification, please contact us immediately. Non-delivery claims must be submitted within 21 days of dispatch — after this point our courier may be unable to investigate.

We will investigate with our delivery partner and offer either a replacement or full refund.

 

BEGIN YOUR RETURN

All return requests must be initiated by email, quoting your order number.

alchemy@sanctumnoctis.co.uk

 

Last updated: May 2026   ·   sanctumnoctis.co.uk/policies/refund-policy