Returns & Refunds

The window

You have [FILL: return window] days from the day your parcel is delivered — or, where an order arrives in more than one parcel, from the day the last parcel arrives — to tell us you want to return something. Telling us inside the window is what counts; you do not have to get it into the post that day, but we ask you to send it within fourteen days of us agreeing to it.

A return has to start with a message, not a parcel. Write to support@3rdeyesupply.com with your order number and what you want to return, and wait for our reply before posting anything.

How to send something back

1. Email support@3rdeyesupply.com with your order number, the items, and the reason — plus a photograph if anything is damaged.
2. We reply with an authorisation and the return address, [FILL: return address]. Please do not post to the address printed on the parcel. That is the supplier’s warehouse, often overseas, and a parcel sent there will not reach us and may be refused.
3. Pack the item securely, in its original box or with equivalent padding where you still have it, and put the order number inside the parcel.
4. Use a service with tracking. We cannot refund a return that never arrives, and without a tracking number there is nothing either of us can check.
5. Send us the tracking number once you have it, so we can watch for it at the other end.

Who pays return postage

[FILL: who pays return postage] in the ordinary case — a change of mind, the wrong size chosen, a gift that did not land. You pay the carrier, and we do not reimburse that cost.

When the return is our fault — the item arrived damaged, faulty, or is not what you ordered — we cover return postage and refund the original shipping as well. Say so when you write, and we will arrange it.

EU customers exercising the statutory right of withdrawal bear the direct cost of returning the goods, except where we have agreed otherwise or the goods are faulty. That is set out in full below.

Refunds

We inspect a return when it reaches us, then refund to the card you paid with, through Stripe. We cannot refund to a different card, or in cash. Refunds are issued within fourteen days of our receiving the goods or, if sooner, of you showing us proof that you sent them back; in practice we usually process them within [FILL: refund processing time] of arrival.

We refund the price you paid for the item, plus the standard shipping you were charged where the return is our fault or where you are exercising the EU right of withdrawal. If you chose a more expensive delivery option than our standard one, the difference is not refunded. We may reduce a refund where the item has been used, worn or handled beyond what is reasonable to inspect it.

What we cannot take back

• Pierced jewellery, once its hygiene seal is broken. Earrings, body jewellery, and anything designed to pass through the skin cannot be returned after the sealed packaging has been opened, for hygiene reasons. If it arrived damaged or is the wrong item, the fault exception below still applies.
• Opened incense and consumables. Incense, loose resin, herbs and oils, once the seal is broken or once anything has been burnt, smelt or partly used.
• Items that have been used, worn, washed or altered — including apparel with removed tags, and stones or orgone pieces handled in a way that marks them.
• Personalised or made-to-order pieces, and anything cut, drilled, knotted or strung to your specification.
• Gift cards, and digital readings or downloads once delivered.
• Items marked final sale on the product page, where the listing said so before you bought.
• Parcels sent to us without authorisation, or sent to the address on the shipping label rather than the return address we gave you.

Natural variation is not a fault. Colour, veining, pattern, size and weight differ from piece to piece and from the photographs — that is the material. A piece that is genuinely not what was described is a different matter, and we will put it right.

Damaged, faulty, or the wrong item

Message us within [FILL: reporting window] of delivery with photographs of the item and the packaging, and we will sort out a replacement or a refund with return postage on us. Keep the packaging until we are done — carriers and customs sometimes ask to see it, and a photograph of the label is often all that is needed to open a claim.

This sits alongside your statutory rights, not instead of them. A faulty item can always come back, whatever its condition, because the fault is ours to answer for.

The EU fourteen-day right of withdrawal

If you are a consumer in the European Union, you have a statutory right to withdraw from your purchase within fourteen days without giving a reason. It is a legal right, it applies whether or not you are happy with the item, and it sits on top of everything else on this page.

• When it starts. The day you, or a third party you nominated other than the carrier, physically receive the goods. Where one order is delivered in several parcels, it starts on the day the last parcel arrives.
• How to use it. Send us a clear statement that you are withdrawing — an email to support@3rdeyesupply.com is enough, or use the model form below. You do not need our permission and you do not need to give a reason.
• Returning the goods. Send them back within fourteen days of telling us, to the return address we give you, using a tracked service. You bear the direct cost of return postage.
• Handling. You may examine and try the goods as you would in a shop. You are liable for any diminished value caused by handling beyond that.
• The refund. We reimburse everything you paid, including the standard delivery cost, within fourteen days of the day you tell us. We may hold the refund until we have the goods back, or until you show us proof of return — whichever comes first.
• What it does not cover. Sealed goods unsealed after delivery where they are unsuitable for return on hygiene grounds — the pierced jewellery and opened incense cases above; goods made to your specification; and perishable items.

Model withdrawal form

Optional. Use it if you prefer a form to an email — either is valid.

Where else to look

Shipping & Delivery covers parcels that arrive late, damaged or held at customs. Terms of Sale covers the contract and the limits of our metaphysical language. The Contact page has the route and our response times.