Refund Policy
Last updated: September 24, 2026
House of Cleo Devine sells two kinds of things: handmade physical products, and custom private workings performed by Cleo. They're refunded differently, so each has its own section below.
Private Workings
Every private working is custom-made for one person's situation.
Within 12 hours of your order. You may cancel for a full refund within 12 hours of placing your order, unless it is a rushed order and 12 hours or 24 hours for delivery was selected at checkout. Email houseofcleodevine@gmail.com and include your order number.
After 12 hours. Orders can't be cancelled after 12 hours, and no refunds are given after that point, for any reason.
If we decline your request. Cleo reviews every request before accepting it. If she decides a working isn't right for your situation, you'll receive a full refund.
Results. We don't guarantee outcomes or timelines. Refunds are not given based on results or on how long results take. Your payment covers the work performed, not a specific outcome.
This policy applies to all private workings, consultations and readings.
Physical Products
This section covers our ritual oils, Solomonic and ceremonial oils, teas, incense, herbs, conjure supplies, kits and sets, bath products, talismans and spell items.
What can be returned. You may return an item within 30 days of purchase if it is:
unopened, with its seal intact
unused
undamaged and in its original condition
What can't be returned:
Any item that has been opened or used.
Any herbal or ingestible product, opened or not. This includes teas, loose herbs, roots and resins, incense, herbal blends, powders and bath herbs.
Consecrated or prepared items, such as Solomonic, Goetia and angel oils, honey jars and mojo bags.
Personalized or custom-made items.
How to return. Email us before sending anything back so we can confirm the return and give you the return address along with a return number. You pay return shipping, and original shipping costs aren't refunded. Once the item arrives and we confirm it's unopened and undamaged, we'll refund the item price.
Kits, sets and bundles. These can only be returned as a complete, unopened set, and only if they contain no herbal or ingestible items.
Damaged, wrong or missing items. If your order arrives damaged, incorrect or incomplete, contact us within 3 days of delivery with your order number and a photo of the item and packaging. We'll replace it or refund the affected item, whichever you prefer. This applies to every product, including herbals and ingestibles. You don't need to send damaged items back unless we ask. If a bottle broke in transit, please keep the packaging until we respond, in case the carrier needs it.
Lost or stolen packages. If tracking hasn't updated in 7 days, or shows the package as lost, contact us. We'll open a claim with the carrier and send a replacement once the claim is approved. We aren't responsible for packages stolen after tracking shows them delivered, but we'll help however we can.
Wrong address. Please check your shipping address before checkout. If a package comes back to us because the address was wrong or incomplete, we'll reship it once you cover the new shipping cost. Packages sent to the address you provided can't be refunded.
Orders we can't ship. Some items can't legally be shipped to certain addresses. These include soil and dirts, alcohol-based waters and colognes, and certain botanicals. If that affects your order, we'll cancel the affected item and refund it in full.
International orders. Customs duties, taxes and import fees are the buyer's responsibility and are non-refundable. If customs refuses or seizes a package because of local import rules, we can't offer a refund. Please check your country's rules before ordering herbs, dirts or liquids.
Exchanges. We don't offer direct exchanges. Return the eligible item for a refund and place a new order.
Refund timing. Approved refunds go back to your original payment method within 1-3 business days. Your bank may take a few more days to post it.
EU and UK Customers
Private workings. By purchasing, you ask us to begin your working before the 14-day withdrawal period ends. You acknowledge that your right of withdrawal ends once performance has begun. Our 12-hour cancellation window applies as described above.
Physical products. Your statutory right of withdrawal applies to unopened goods, except where the law excludes them. The law excludes items sealed for health or hygiene reasons that were opened after delivery, perishable goods, and goods made to your specifications.
Questions and Disputes
If something isn't right, please write to us before contacting your bank or payment provider. Most problems can be fixed quickly, and we'll always try. We reply within 1-2 business days.
Filing a chargeback for a working that was performed as described, or for an order that was delivered as described, may mean we can't accept future orders from you.
Nothing in this policy limits your rights under consumer protection law or the protections offered by your payment provider.
Contact
House of Cleo Devine
houseofcleodevine@gmail.com