Returns and Exchanges
Returns and Exchanges
Customer service is extremely important to us at Energize Your Life. We believe our returns policy is in line with, if not better than that of most online retailers. However we do stipulate certain conditions in order to make our service as efficient and reasonable as possible for everyone.
Energy Eggs (and their transmitters and bases) - bought at their full retail price (i.e. not purchased in Sales and not discounted for quantity purchases) - can be returned for a full refund within 90 days. After this period, they can be returned for a 90% refund, or a 100% value credit for any Energize Your Life product, within 12 months of their date of purchase. These items must, however, be undamaged with no chips, cracks or breakages. Naturally occurring fissures are part of the nature of our stone products and are, of course, not considered damage.
Also, please be aware that we cannot exchange upgraded products for previous generations of the same product within their warranty period
Shendor™ Touchwoods and Shendor™ Angels bought at their full retail price (i.e. not purchased in Sales and not discounted for quantity purchases) - can be returned for a full refund within 14 days of your receiving your order. You then have an additional 14 days to return the goods at your own expense. Please note that all returned goods must be undamaged with no marks, cracks or significant fading.
Both the Perfect Pendulums and Omega Pendulums are moving devices and, as such, are subject to wear and tear. Therefore, Pendulums may be returned for refund or exchange up to 90 days from receipt (whether UK or abroad) but also carry a 90 day repair or replace guarantee.
Shendor Pendulums are moving devices as such, are subject to wear and tear. Therefore, since Shendor Pendulums are made form wood, they may be returned for refund or exchange up to 30 days from receipt (whether UK or abroad) but also carry a 30 day repair or replace guarantee.
Wholesale orders - which are multiples of a single item, purchased at a discount of the stated unit retail price - DVDs, products purchased from other suppliers and items in sales are non-returnable unless physically faulty.
Please note: Stone products have naturally occurring fissures, patterns and colour variations. Wooden products sometimes include some natural markings, including fissures which look like tool marks. The artisan who crafts the Shendor range always ensure there are no tool marks in the products - no two pieces are alike and each will have its own unique character.
All Energy Eggs, Shendors, Pendulums and Egg Transmitters are assessed for their energetic properties as well as their aesthetic appeal before entering into our stock. We rigorously quality check all items again before dispatch and take great care in how we package them. If you elect not to insure your parcel then we cannot be held responsible for your item going missing or being damaged in transit.
How to proceed with your Return
Please contact us by telephone or email to advise us that you wish to return a product and whether you require a refund or exchange. We will need to know your name, address, telephone number and the reason for the return. To speed up the process, it is helpful to provide us with your account reference, the invoice number of the order from which the return is coming, and the product serial number for any Energy Eggs, Angels or Archangels being returned.
Once your return request has been logged, you will receive a Return Authorisation Form by email (to the email address listed on your Energize Your Life Store account). This will explain the process and where to return your item(s) to. It will detail the product(s) you are returning along with your 'RMA Number'. You must complete this form with details of any exchange items required and Credit Note preferences. The Return Authorisation Form must be included in the return parcel and the RMA Number clearly marked on the outside of the packaging.
Ensure that packaging is secure and appropriate for the type of item you are returning. Energize Your Life cannot be held responsible for items lost, delayed or damaged when being returned, so recommend that a registered, tracked or signed for service is used, and that higher value items are sufficiently insured.
Shipping Costs: Unless a returned product is confirmed as faulty, we do not refund any shipping costs whether they be within the UK or abroad, and customers are responsible for the cost of returning items for refund or exchange. We ask that International customers be aware that any customs charges they paid to receive their goods are also non-refundable
When returning items to us from outside the European Union, you will be responsible for completing any necessary Customs Declaration paperwork. It is also essential that you write clearly on your package “Returned Defective Product(s)” to avoid Energize Your Life incurring further customs charges to receive your returned goods. If you fail to do this, it may result in us deducting the cost of any customs charges we have paid to receive your refund or exchange item.
Credit Notes: Energize Your Life Credit Notes can be issued in three circumstances:
1) When a requested exchange product is temporarily or permanently out of stock.
2) When a customer wishes to purchase a product or service in the future.
3) When an exchange item is less than the value of the return and a partial refund is due. If you would like to take up the option of a Credit Note, please tick the relevant boxes on your Refund Authorization Form.
An Energize Your Life Credit Note has no expiry date and may be used against all Energize Your Life products or services at any time. Credit Notes are sent via email as attachments. Please ensure you carefully record your Credit Note 'Redemption Code' as this will be required when redeeming.
Returns made without a Return Authorisation Form or outside the above stated timescales will be refused.
Refund and Exchange Process
Once your package has been returned to us within the above stated time frames, we will quality check each item. If everything is in line with the above guidelines, we'll begin the refund or exchange process.
Exchange: If the value of the exchange is the same or less than the value of the returned items, your exchange order will be processed immediately. If the value of the exchange exceeds the value of the returned items we will contact you to arrange the additional payment. Your order will be processed as soon as this has been received. If the value of your exchange is less than the value of the returned items, you will be provided with a refund or Credit Note according to the preference ticked on your Return Authorisation Form.
Refund: Where a refund is requested, all undamaged, correctly returned products will be credited to the original purchaser's credit card or PayPal account, excluding shipping charges and a £2 admin fee per item returned, plus the relevant Paypal processing fee for the original transaction (usually 2.9% plus 30p). You will receive a Refund Advice via email when this has taken place. Your bank may require additional days to process and post this transaction to your account once they have received the information from us.
The refund will come from firstname.lastname@example.org. We endeavour to process all refunds within 14 days of receipt of returned goods. If you requested a Credit Note instead of a refund, your Credit Note will be sent via email as an attachment.
Please note: If we receive your item(s) in a condition which we feel is not fit for exchange or refund we will contact you. Energize Your Life reserves the right to refuse a return or exchange for any item sent back to us that does not comply with the guidelines above.
Energize Your Life is not responsible for products purchased through third party websites or distributors. Please therefore contact directly the distributor from whom you purchased your Energize Your Life product to arrange any returns, refunds or exchanges to/from them.
Office Hours: Monday to Friday 9.30am to 5.30pm GMT
By Telephone: UK: +44 (0)207 617 7521; USA: +1 415 992 7529; AUS & NZ: +61 3 9013 7429