At The Witchy Nook, we want you to love every little bit of magic that comes your way.
From crystals and herbal goodies to our handmade creations, we take pride in carefully selecting, creating and packing your orders.
We understand that sometimes things don't go to plan, so here's how we handle returns, refunds and any issues with your purchase.
Change of Mind
Please choose carefully, as we do not offer refunds, exchanges or store credits for change-of-mind purchases.
This includes situations where you:
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Simply change your mind or no longer want an item.
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Choose the wrong product, size or variation.
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Find the same item cheaper elsewhere.
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Decide a product isn't quite what you expected, where it matches its description and has no fault.
This policy applies to both online and in-store purchases.
We're always happy to answer questions before you purchase to help you find the right goodies for you.
Nothing in this section limits your rights under Australian Consumer Law.
Damaged, Faulty or Incorrect Items
We carefully inspect and pack orders before they leave us, but occasionally things can go wrong.
If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible so we can investigate and help resolve the issue.
Email support@thewitchynook.com with:
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Your name and order number, or other proof of purchase.
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A description of the issue.
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Photos of the product and packaging, where available and relevant.
We may request additional information or arrange an assessment of the item where reasonably necessary.
While we appreciate prompt notification of any issues, this does not limit your rights under Australian Consumer Law.
Your Rights Under Australian Consumer Law
All products sold by The Witchy Nook come with consumer guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major failure to meet these guarantees, you are generally entitled to choose a refund or replacement.
For a minor failure, we may choose to repair, replace or otherwise remedy the issue within a reasonable time, in accordance with Australian Consumer Law. If the issue is not resolved within a reasonable time, you may be entitled to a refund or replacement.
Depending on the circumstances, you may also be entitled to compensation for reasonably foreseeable loss or damage.
We do not require customers to accept store credit in place of a refund where a refund is required by law.
Returns and Return Postage
If an item needs to be returned for assessment or another remedy, we will provide instructions on how to proceed.
Customers may be asked to return items that can reasonably be posted or brought back to our store.
Where a product is confirmed to have a fault covered by Australian Consumer Law, we will reimburse reasonable return postage costs incurred by the customer.
For large, heavy or difficult-to-return faulty items, we will arrange collection or cover reasonable return costs as required by law.
Please retain any postage receipts.
Items returned under Australian Consumer Law do not need to be in their original packaging.
Lost or Missing Parcels
If your order hasn't arrived within the expected delivery timeframe, please check your tracking information and contact us.
We'll investigate the issue with the delivery provider and work with you to resolve it.
Where an order is lost in transit before delivery, we will provide an appropriate remedy in accordance with our obligations under Australian Consumer Law.
If tracking confirms delivery but you cannot locate your parcel, please contact us so we can investigate the circumstances with the delivery provider.
Handmade, Custom and Made-to-Order Products
Many of our products are lovingly handmade, including our tea blends, ritual kits, spell jars and other apothecary creations.
Due to the nature of these products, we do not accept change-of-mind returns on handmade, customised or made-to-order items.
Please note that natural variations in crystals, herbs and handmade products are part of their unique character. Variations that have been accurately described or shown before purchase are not necessarily faults.
However, all handmade and custom products remain covered by applicable Australian Consumer Law guarantees.
If an item is faulty, unsafe or does not match its description or agreed specifications, you may be entitled to a remedy under Australian Consumer Law.
Sale and Clearance Items
Sale and clearance items are not eligible for change-of-mind returns, exchanges or refunds.
However, discounted products remain covered by Australian Consumer Law.
If an item has a fault or other problem covered by the consumer guarantees, you may still be entitled to a remedy.
This does not apply to a particular fault or defect that was clearly disclosed to you before purchase and accepted as part of the sale, to the extent permitted by law.
When Returns or Refunds May Not Apply
A refund, replacement or exchange is not automatically available where:
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You have simply changed your mind.
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You have accidentally damaged the product.
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The product has been misused or used contrary to reasonable instructions.
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The issue is due to normal wear and tear.
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You were made aware of a particular defect before purchasing and the claim relates only to that disclosed defect.
These exclusions apply only where consistent with Australian Consumer Law.
Need Help?
If something isn't right with your order, please reach out.
We're a small business with a big heart, and while we can't promise a refund for every situation, we can promise to listen, assess your concerns fairly and meet our obligations under Australian Consumer Law.
Email: support@thewitchynook.com
In-store: The Witchy Nook, Shop 1/99 Horton Street, Port Macquarie NSW 2444
Call: 0432 283 309
We want you to feel good about every bit of magic you bring home.
