Returns, Refunds & Exchanges Policy

This Returns, Refunds & Exchanges Policy applies to all purchases made from Alchemy Plus. By placing an order, you agree to the terms set out below.

1. Change of Mind Returns

Alchemy Plus does not provide refunds for change of mind, except as expressly set out in this policy.

Where a change of mind return is accepted at our discretion, the following conditions must be met:

The item must be unused, unassembled, and in original condition
All original packaging must be intact and in resalable condition
The return must be requested within 7 days of delivery
The customer is responsible for all return shipping and handling costs

Alchemy Plus reserves the right to decline any return that does not meet these conditions.

2. Mattresses (Hygiene Policy)

For hygiene reasons, mattresses are strictly non-refundable and non-exchangeable once opened or used.

A mattress may only be returned if:

It remains unopened, unused, and in its original sealed packaging; and
It is returned in original condition within 7 days of delivery

Any mattress that has been opened, unwrapped, or used will not be eligible for return under any circumstances, except where required under the Consumer Guarantees Act 1993.

3. Furniture Returns

Furniture is not eligible for refund unless:

It is returned in original, undamaged packaging;
It is unused and unassembled; and
It is approved for return by Alchemy Plus in advance

All approved furniture returns are:

At the customer’s cost and risk; and
Subject to inspection upon return

Alchemy Plus may refuse a refund if the returned item is not in resalable condition.

4. Delivery Damage & Incorrect Items

Any damage, defect, or incorrect item must be reported within 48 hours of delivery.

Claims must include:

Order number
Description of the issue
Clear photographic evidence

Failure to report within this timeframe may result in the claim being declined or assessed under warranty instead of delivery liability.

5. Faulty or Defective Products

Where a product is faulty or does not meet acceptable quality standards, remedies will be provided in accordance with the Consumer Guarantees Act 1993.

Alchemy Plus reserves the right to:

Inspect and verify the fault; and
Determine whether repair, replacement, or refund is appropriate

6. Return Process

All returns must be authorised by Alchemy Plus prior to being sent back.

Unauthorised returns may be refused or returned to sender at the customer’s expense.

7. Refund Method

Approved refunds will be processed using the original payment method unless otherwise agreed. Processing times may vary depending on the payment provider.