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must-haves with autumn
Refund & Returns Policy
The practical little rulebook for returns, refunds, damaged packages, and the occasional shipping goblin.
When something isn’t quite right
We’ll Help You Sort It Out
We want your order to arrive safely, correctly, and with as little chaos as possible. If something is wrong, please contact us quickly so we can help.
Return eligibility depends on the item, its condition, how it was fulfilled, and the reason for the request. The details below explain what to expect for returns, refunds, damaged orders, digital products, and other purchase issues.
The practical details
Returns, Refunds & Order Issues
A little clarity on what can be returned, what cannot, and what happens when your order arrives with a problem.
📦 Returns: General Policy
Return requests for eligible items must be made within 3 days of delivery.
If you are unsatisfied with an eligible item, contact us at mwa@musthaveswithautumn.com within 3 days of delivery to request a return.
Please do not send an item back before receiving return instructions from us. Depending on the product and how your order was fulfilled, the appropriate return location and instructions may vary.
Returned items must be in their original condition, unused, unworn, unaltered, and with any original packaging, tags, or accessories included.
Once an eligible returned item is received and approved, we will process your refund. You may also choose store credit to use toward something else — just let us know in your request.
💌 Return Shipping
For ordinary returns or change-of-mind requests, customers may be responsible for return shipping costs unless otherwise stated.
If we determine that an item was damaged in transit, defective, or incorrectly fulfilled, we will provide the appropriate instructions based on the circumstances of the order.
Original shipping costs, when separately charged, are generally non-refundable unless the return results from an error with the order or another circumstance requiring reimbursement.
🚫 Non-Refundable Items
Except where an item is damaged, defective, incorrectly fulfilled, or a refund or other remedy is otherwise required by applicable law, we do not accept ordinary returns or change-of-mind refunds for:
- Digital products, downloads, templates, files, or Digi-Docs once delivered or accessed.
- Custom work, custom ritual requests, personalized products, or personalized services once work has begun.
- Completed readings, spiritual guidance sessions, spellwork, or other spiritual services that have already been delivered or performed.
- Consumables, bath products, body products, supplements, herbs, teas, oils, sprays, or similar personal-use items.
- Handmade or made-to-order products that cannot reasonably be resold.
- Undergarments, intimate items, or other hygiene-sensitive products.
- Jewelry that has been worn or used.
- Items that have been opened, used, worn, altered, or damaged after delivery.
💻 Digital Products & Services
Digital products, downloadable files, templates, Digi-Docs, and similar electronically delivered products are generally non-refundable once they have been delivered, downloaded, or accessed.
Custom and service-based work may become non-refundable once work has begun or the service has been delivered. Any additional cancellation or refund terms specific to a service may also be stated on its product or service page.
If you experience a technical problem accessing a digital purchase, please contact us so we can help resolve the issue.
🔁 Exchanges
We do not offer direct exchanges.
If you ordered the wrong item and the item is eligible for return, please follow the return process above. Once your refund is processed, you may place a new order for the correct item separately.
📸 Damaged, Defective, or Incorrect Orders
Claims involving damaged, defective, missing, or incorrectly fulfilled items should be submitted within 3 days of delivery whenever reasonably possible so we can investigate promptly.
If your item was damaged in transit or there is another problem with your order, we may begin an investigation with the carrier, supplier, fulfillment partner, or other applicable provider.
Depending on the circumstances and product availability, an approved claim may result in a replacement, refund, store credit, or another appropriate resolution.
For physical damage claims, we may request photo evidence including:
- The damaged item or items.
- The shipping box or mailer with any damage visible.
- The shipping label.
- Interior packaging and protective materials.
Please do not throw away the damaged item, shipping container, or original packaging until your claim has been resolved. A carrier or fulfillment provider may require the package to remain available for inspection.
Email order-problem and damage reports to mwa@musthaveswithautumn.com .
🚫 Refused & Undeliverable Orders
If an order is refused, returned as undeliverable, or returned because an incorrect or incomplete shipping address was provided, the customer may be responsible for return shipping costs, reshipping costs, carrier fees, and other costs charged to us as a result of the return.
When applicable, a restocking fee of up to 25% may be deducted from an eligible refund for a refused or unauthorized return.
Any refund due will be determined after the returned merchandise has been received and reviewed.
☀️ Summer Heat & ❄️ Winter Cautions
Please use care when ordering wax-based, temperature-sensitive, or fragile products during extreme weather.
Wax products, handmade goods, body products, and other temperature-sensitive items may melt, soften, freeze, crack, separate, or otherwise be affected by heat, cold, or weather conditions during transit or after delivery.
Damage caused solely by temperature exposure after a package has been successfully delivered may not qualify for replacement or refund.
To help prevent weather-related issues:
- Track your shipment and make sure someone is available to accept delivery when possible.
- Bring packages indoors as soon as possible after delivery.
- Allow temperature-sensitive items to gradually return to room temperature before opening or using them when appropriate.
💳 Refund Processing
Approved refunds are generally issued to the original payment method unless another arrangement, such as store credit, has been agreed upon.
Once a refund has been issued by Must-Haves With Autumn, the amount of time it takes to appear in your account may depend on your bank, card issuer, PayPal, or other payment provider.
ORDER CARE
We’d Rather Fix the Problem
Packages occasionally meet shipping goblins, weather, carrier mishaps, or plain old human error.
If something arrives damaged, defective, missing, or incorrect, send us the details as soon as possible so we can look into what happened and determine the appropriate resolution.
Need a hand?
Still Need Help?
Questions about a return, refund, damaged order, or other purchase issue can be sent to:
Must-Haves With Autumn
mwa@musthaveswithautumn.com
We’ll be here — coffee in hand and candle lit. 🕯️💌