Refund policy
Returns & Refunds Policy – Mystic Market
Veil & Violet
Home of Melissa Mystic
18 years of psychic guidance, healing & spiritual work.
Last updated: 19 September 2026
We hope you love everything you order from the Veil & Violet Mystic Market. If you do need to return something, please read the policy below before sending anything back.
This policy applies to physical products purchased through the Mystic Market. Readings, healing, spellwork and other spiritual services are covered by our separate Spiritual Services Cancellation & Refund Policy below.
Change-of-mind returns
If you purchase a physical product online, you normally have the right to tell us that you wish to cancel your purchase within 14 days of receiving your order.
Once you have told us that you wish to cancel, you then have a further 14 days to return the item.
To request a return, please contact:
orders@veilandviolet.com
or
support@veilandviolet.com
Please include your:
- Full name
- Order number
- Product being returned
- Reason for contacting us
You do not have to provide a reason when exercising your statutory cancellation rights.
Condition of returned products
For change-of-mind returns, products should be:
- Unused
- Undamaged
- Complete, with all parts and accessories
- Returned with their original packaging wherever reasonably possible
- Returned in a condition suitable for resale
You may open and handle an item only to the extent reasonably necessary to inspect it, in the same way that you could examine a product in a physical shop.
If an item has been used, damaged, excessively handled or reduced in value beyond what was reasonably necessary to inspect it, we may reduce the amount refunded to reflect that loss in value.
Sealed products
Where a product has been supplied sealed for health, hygiene or similar reasons, it must remain sealed and unopened to qualify for a change-of-mind return where the relevant legal exemption applies.
Once such a seal has been broken, we may be unable to accept the product back unless it is faulty, damaged, incorrect or otherwise covered by your statutory rights.
Items that cannot usually be returned for change of mind
Certain products may be excluded from ordinary cancellation rights, including where applicable:
- Personalised or custom-made products
- Perishable products
- Sealed hygiene products once opened
- Certain digital products after supply has begun with the customer's consent
Where an exemption applies, this will never affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.
Faulty, damaged or incorrect products
If your order arrives:
- Damaged
- Faulty
- Incorrect
- Not as described
please contact us as soon as reasonably possible.
Email orders@veilandviolet.com and include your order number, an explanation of the problem and photographs of the product and packaging where appropriate.
Depending on the circumstances and your legal rights, we will arrange an appropriate remedy, which may include a replacement, repair or refund.
Your statutory rights in relation to faulty goods cannot be removed by this policy.
Return postage
For an ordinary change-of-mind return, the customer is responsible for the cost of returning the product unless we have agreed otherwise.
Where an item is faulty, damaged, incorrect or not as described, we will deal with return costs in accordance with your statutory rights.
Please contact us before returning anything so that we can provide the correct return instructions and return address.
We strongly recommend obtaining proof of postage.
Refunds
Eligible refunds will normally be issued to the original payment method.
For a valid cancellation, refunds will be made within the period required by UK consumer law. We may wait until we have received the returned goods or evidence that they have been sent back where permitted.
Where applicable, the refund will also include the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded or premium delivery service does not have to be refunded.
Missing or undelivered orders
If your order has not arrived within the expected delivery period, please contact:
We will investigate the delivery and work with you to resolve the issue.
Exchanges
We do not currently guarantee direct exchanges.
If you would like another product, colour, style or variation, we may ask you to return the original eligible product and place a new order.
Your statutory rights
Nothing within this policy limits or removes any rights that you have under applicable UK consumer law.
Spiritual Services – Cancellation & Refund Policy
Veil & Violet
Home of Melissa Mystic
18 years of psychic guidance, healing & spiritual work.
This policy applies to spiritual and personalised services provided by Veil & Violet, including but not limited to:
- Psychic readings
- Tarot readings
- Love and relationship readings
- Crystal ball readings
- Messages from Heaven readings
- Oracle readings
- Phone readings
- Text readings
- Reiki
- Spiritual healing
- Energy work
- Spellwork
- Love spells
- Money spells
- Protection work
- Cleansing work
- Spiritual packages
- Bespoke or personalised spiritual work
Services are personally prepared for you
Our spiritual services involve time, preparation, personal interpretation and/or work undertaken specifically for the individual customer.
Once a service has been fully performed, we do not offer change-of-mind refunds simply because the customer has changed their mind, did not hear the answer they hoped for, disagrees with a reading, or because a particular spiritual outcome has not occurred.
Services supplied to consumers must still be performed with reasonable care and skill, and nothing within this policy removes your statutory rights.
Starting your service within the 14-day cancellation period
When purchasing a service and asking us to begin providing it before the normal 14-day cancellation period has ended, you are requesting that Veil & Violet begins work on your service immediately or within that period.
Where required by law, we will ask you to expressly agree to this.
Once a service has been fully performed, a customer's statutory cancellation right can end where they expressly requested performance during the cancellation period and acknowledged that their right to cancel would be lost once the service was completed.
Cancellation before the service has been completed
If you contact us to cancel before work has begun, any applicable statutory cancellation rights will be respected.
If you specifically asked us to begin the service during the cancellation period and work has already started but has not yet been fully completed, you may be required to pay for the proportion of the service that has already been supplied where permitted by law.
Once your service has been fully carried out following the appropriate consent, there is no change-of-mind refund.
Readings
Psychic, tarot, oracle, crystal ball, mediumship-style and other spiritual readings are interpretive services.
A refund will not be issued simply because:
- You did not receive the answer you hoped for
- You disagree with the interpretation given
- A prediction does not happen within an expected timeframe
- Circumstances or another person's choices later change
- You decide after receiving the reading that you no longer wanted it
This does not affect your rights where the service was not supplied as agreed or was not carried out with reasonable care and skill.
Spellwork and spiritual work
Spellwork and spiritual work involve spiritual practice and personal belief. Specific outcomes cannot be guaranteed.
Purchasing spellwork does not constitute a guarantee that another person will behave in a particular way or that a particular financial, romantic, personal or other outcome will occur.
Once the agreed spellwork has been completed following the appropriate consent, we do not provide refunds because the customer believes the desired outcome has not occurred.
Healing and Reiki
Reiki, energy healing and spiritual healing are complementary spiritual/wellbeing services and are not sold with a guarantee of a particular physical, emotional, medical or personal outcome.
Once the booked healing service has been provided following the appropriate consent, it is not refundable simply because the customer does not experience the result they expected.
Digital or electronically delivered content
Where a purchase includes downloadable or immediately supplied digital content, additional cancellation rules may apply.
Where required, customers will be asked to expressly agree to immediate supply and acknowledge that beginning the supply of eligible digital content may result in the loss of the 14-day cancellation right. GOV.UK specifically requires express consent and acknowledgement before immediate digital delivery where that exception is relied upon.
Problems with a service
If you believe that a service you purchased was not supplied as described, please contact us at:
Please include your name, order number and details of the issue so that we can review it.
Statutory rights
Nothing contained within this policy is intended to exclude, restrict or override any statutory rights that cannot legally be excluded.