Returns & cancellations

Changed your mind? You can cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving a reason.

You have 14 days to tell us, starting the day after your order is delivered. If your order arrives in more than one parcel, the 14 days start the day after the last one arrives.
Then you have a further 14 days to send it back, from the day you tell us.
You can also cancel before your order is delivered.

How to start a return

Tell us you want to cancel. Use the contact form, including your order number and which items you're returning. You can use the model cancellation form below, but you don't have to; any clear statement is fine.
We'll email you the return address. Returns go to our UK warehouse partner, not to our trader address, so please wait for our email.
Pack the items carefully (ceramic and resin can break) and send them back within 14 days. We recommend a tracked service and keeping your proof of postage.

Your refund

We'll refund you within 14 days of receiving the items back, or of you showing us proof you've sent them, whichever is sooner. If you cancel before dispatch, we'll refund you within 14 days of you telling us.
Your refund includes the original standard delivery charge you paid. If you return only part of an order, we'll refund the delivery charge only if you would not otherwise have paid it.
We refund to the card or payment method you used.
Return postage is paid by you, unless the item is faulty, damaged or not what you ordered.

Handling and reduced refunds

You can handle the items as you would in a shop to check what they are and how they work. If you've handled or used them beyond that, and that has reduced their value, we may reduce your refund to reflect it.

Incense cones

You can cancel orders that include backflow cones. Unopened packs can be returned in the normal way.

Cones you've burned can't be returned, but you can return the unused cones from an opened pack. If opening or using some of a pack has reduced its value, we may reduce your refund for those items to reflect that.

Faulty, damaged or not as described

Your rights under the Consumer Rights Act 2015 are separate from your right to cancel, and nothing on this page affects them. Goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery, you can reject a faulty item and get a full refund.
After 30 days, you're entitled to a repair or replacement. If that isn't possible or doesn't fix it, you can have a price reduction or a refund (we may make a deduction for the use you've had after the first six months).
If a fault shows up within six months of delivery, it's assumed to have been there from the start unless we can show otherwise.

For faulty items we pay return postage, or we'll arrange it for you. For items broken in transit, see Delivery, and you usually won't need to send them back.

Model cancellation form

If you'd like to use it, copy this text into the contact form:

To: Dragon Academy Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, please use our contact form (store email opens with our own domain)

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

Questions about a return? Get in touch.