REFUND POLICY

At Shaman's Cave, we deeply value your satisfaction and the sacred nature of our products. We approach refunds and returns with a balance of fairness, clarity, and respect for the spiritual integrity of our one-of-a-kind items. Please read the following policy to understand which items are eligible for return, which are non-refundable, and how we handle various return situations.

Eligibility for Returns (14-Day Window)

We abide by a 14-day return window in line with standard e-commerce practices. If you are a UK or international customer, you may request a return or exchange within 14 days of receiving your order. To be eligible for a return:

Condition: Items must be unused, unworn, and in the same condition that you received them. They should also be in their original packaging (if applicable, such as boxes or pouches) with all tags or seals intact.
Proof of Purchase: Please provide a receipt or order number as proof of purchase when requesting a return.
Authorisation: Contact us to authorise the return before sending any item back. (Unannounced returns may not be accepted.) We will provide instructions and the return address if your item is eligible.

Please note: Because many of our goods are handmade and spiritually significant, we kindly ask you to choose carefully. Avoid handling or using items you intend to return, as any signs of use may disqualify the return.

Non-Returnable & Non-Refundable Items

Certain products cannot be returned for refunds due to hygiene, safety, or their unique nature. All sales of these items are final:

Consumables & Herbal Products: This includes herbal remedies, plant medicines, and other consumables such as Hapé (sacred snuff), sananga eye drops, ceremonial cacao, teas, tinctures, and Kambo sticks or powders. Once these items leave our care, we cannot guarantee their purity or storage conditions, so we cannot accept them back. (For safety and hygiene, opened or used consumables are never returnable.)
Oils, Sprays & Apothecary Items: Essential oils, aura or room sprays, floral waters (e.g. Florida Water), creams, balms, and similar apothecary items are non-returnable if the seal is broken or they have been opened. These items are sensitive to contamination and we must ensure the integrity of products that touch your body or environment.
Personal Use Items (Hygiene-sensitive): Any item intended for personal bodily use or contact is non-refundable once used or if unsealed. This includes Kuripe and Tepi pipes (used for snuff administration), drinking vessels or ceremonial cups, and earrings or other pierced jewellery. Such items involve intimate contact (mouth, nose, skin, etc.), and returns would pose health and spiritual hygiene concerns.
One-of-a-Kind & Handmade Creations: Many of our offerings are handcrafted, one-of-a-kind pieces – for example, unique shamanic rattles, drums, smudging feathers/fans, ritual tools, jewellery, and original spiritual art. Because these items are often irreplaceable sacred creations, we generally do not accept returns on them. We stand behind the quality of our craftsmanship; however, minor variations and imperfections are normal in handmade items and add to their uniqueness. Such characteristics will not be considered defects. (Custom-made or personalised items, if any, are also non-refundable.)
Clearance or Sale Items: Items sold as sale, discounted, or in bundle deals are final sale and not eligible for return or refund, unless they arrive damaged (in which case, see the Damaged Items section below).
Gift Cards or Digital Goods: If we offer gift cards or digital download products, these are not returnable or redeemable for cash refund.
Shipping Charges & Insurance: Any shipping fees paid on your order (including international shipping costs) and shipping insurance are non-refundable. If you return an item for a refund, the original shipping cost will not be included in your reimbursement. (The only exception is if we made an error with your order or a product arrived defective, in which case we will make arrangements as needed.)

We appreciate your understanding that these policies ensure the safety, purity, and sacred quality of the items we offer. If you are unsure whether an item is returnable, please feel free to contact us before purchase for clarification.

Reporting Damaged or Incorrect Items

Your satisfaction is our priority. If your order arrives damaged, defective, or incorrect, please notify us as soon as possible so we can make it right. Here’s what to do:

Contact Us Promptly: Email us at info@shamanscave.co.uk within 48 hours of delivery to report the issue. Please include your order number and a description of the problem.
Provide Photos: If an item arrived damaged or broken, attach clear photos of the item and the packaging. This documentation helps us assess the situation and file any necessary insurance claims with the shipping carrier.
Do Not Use the Item: Please do not use or alter a damaged item. Keep all packaging materials until the issue is resolved, as we may need the item returned or examined.
Resolution: We will respond with a solution – typically offering a replacement (if available), an exchange, or a full refund. In some cases, we may provide a prepaid return label for the damaged/incorrect item, or we might advise you on proper disposal if returning isn’t feasible. Rest assured, if the fault is ours or the carrier’s, you will not be out-of-pocket for these issues.

How to Initiate a Return

For eligible items (see Eligibility for Returns above), please follow these steps to initiate a return:

Email Our Team: Send a return request to info@shamanscave.co.uk. Include your order number, the item(s) you wish to return, and the reason for the return. A brief explanation helps us improve our products and services.
Await Approval: We will confirm if the item is returnable and provide you with return instructions. We will also give you the return shipping address (see below) and any important reference code to include. Please do not send back items without authorisation, as they may not be recognised and processed.
Repack Carefully: If approved, securely package the item. Use the original packaging if possible. Make sure the item is protected for transit – especially for fragile or one-of-a-kind items, please wrap them well to avoid damage on the way back to us.
Include Documentation: Include a copy of your order confirmation or a note with your name, order number, and contact details inside the package. This helps us identify your return quickly.
Send the Item: Ship the item to the return address we provide. Customers are responsible for return shipping costs in most cases (see below for exceptions). We strongly recommend using a trackable shipping service with insurance, especially for high-value or fragile items. This ensures the item arrives safely and that you are protected in case of postal issues.

Return Address: Unless otherwise instructed, send approved returns to the following address:

Shaman's Cave
1 Birch Close
Buckhurst Hill, IG9 6HR
United Kingdom

(This address is for returns only. It is not a retail storefront.)

Make sure to mark the parcel as "Returned Goods" for customs if you are shipping from outside the UK (to avoid import duties on our side).