Refund Policy

Last updated: January 2026

At Ghai’s Ghosts, we want you to be happy with your purchase. If something isn’t quite right, the policy below explains your rights and how returns and refunds are handled.
 

1. Returns & Your Right to Cancel
 

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.
 

To exercise your right to cancel, please contact us at sales@ghaisghosts.co.uk within 14 days of delivery. You then have a further 14 days to return the item(s) to us.
 

2. Condition of Returned Items
 

Returned items must be:
 

• Unused

• In their original condition

• In original packaging where possible
   

We reserve the right to refuse a refund if items are returned damaged, used, or incomplete, unless the item is faulty.
 

3. Refunds
 

Once we receive and inspect your return, we will notify you of the outcome.

If approved:
 

• Refunds will be issued to the original payment method

• Refunds are processed within 14 days of receiving the returned item(s)
   

Original delivery charges will be refunded where required by law. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
 

4. Faulty or Damaged Items
 

If your item arrives faulty, damaged, or incorrect, please contact us at sales@ghaisghosts.co.uk as soon as possible and within 14 days of delivery.

Please include:
 

• Your order number

• A brief description of the issue

• Clear photographs if applicable
   

We will arrange a replacement or refund, including return postage where appropriate.
 

5. Non-Returnable Items
 

For hygiene and safety reasons, the following items cannot be returned unless faulty:
 

• Incense and incense-related items once opened

• Any item that has been used
   

This does not affect your statutory rights.
 

6. Signed & Personalised Items
 

Items that are signed or personalised (such as autographed pieces) are made especially for you and are non-refundable, unless they arrive faulty or damaged.
 

7. Gifts
 

If an item was marked as a gift and shipped directly to you, you may receive a store credit once the return is approved. Please contact us for assistance.
 

8. How to Return an Item
 

To start a return, please email sales@ghaisghosts.co.uk with your order number and reason for return. We will provide return instructions. Please do not send items back without contacting us first.
 

9. Contact Us
 

If you have any questions about returns or refunds, please get in touch:
 

Email: sales@ghaisghosts.co.uk