Last updated: December 3rd, 2025

1. Introduction

We want you to feel safe and respected when you purchase from The House of Unalome. This Refunds & Returns Policy explains when and how you can cancel an order, return products, receive a refund, and what happens if you need to cancel an Event booking (for example a circle, ceremony or retreat).

This Policy forms part of our Terms of Service and should be read together with those Terms and our Privacy Policy. Nothing in this Policy affects your statutory rights as a consumer under applicable law.

If anything is unclear, you can always contact us at customer@thehouseofunalome.com before placing an order or booking.

2. Who this Policy applies to

This Policy applies to purchases made directly through our website thehouseofunalome.com (the “Site”), including:

• Ceremonial clothing and accessories (for example, kimonos);

• Ceremonial cacao and other physical products;

• Tickets and bookings for circles, ceremonies, workshops and other Events.

If you purchased our products through a third-party retailer or platform, you will need to follow that retailer’s refund and returns policy.

If you are a consumer living in the EU/EEA, you may have additional mandatory rights under local consumer law, including the EU consumer “cooling-off” period. We explain how that works in Section 4.

3. Returning physical products

3.1 General return window

We want you to love your purchase. If you change your mind about a physical product ordered from the Site, you may be able to return it within 14 days from the date you receive it, in line with your statutory cooling-off rights (see Section 4) and any additional goodwill we may offer from time to time.

To be eligible for a return, the item must:

• Be unused and in the same condition in which you received it;

• Have all original tags, labels and packaging;

• Be free from odours, stains, damage, pet hair or signs of wear; and

• Include any complimentary items that formed part of the same offer (for example, a matching belt or bag).

We reserve the right to refuse a refund or deduct an amount from the refund where the product has been handled in a way that goes beyond what is reasonably necessary to inspect it (for example wearing a garment outdoors or removing hygiene seals).

3.2 Items that cannot be returned

For reasons of health, hygiene and practicality, some items are non-returnable except where they are faulty or not as described. These include (but are not limited to):

• Opened or unsealed food products, including ceremonial cacao once the packaging seal has been broken;

• Products that have been used, consumed or partially consumed;

• Custom-made, personalised or made-to-order items, where the customisation is based on your request;

• Gift cards.

If there is a problem with one of these items (for example it arrives damaged or you believe it is unsafe to consume), please contact us immediately so we can assess the situation.

3.3 How to start a return

To request a return, please email customer@thehouseofunalome.com with:

• Your full name;

• Order number;

• Details of the item(s) you want to return;

• The reason for the return; and

• Clear photos if the item is damaged or incorrect.

We will respond with instructions, including the return address and any reference you should include on the parcel. Please do not send items back without contacting us first, as this may cause delays in processing your refund.

4. EU/EEA cooling-off rights (distance purchases)

If you are an EU/EEA consumer purchasing physical goods online, you usually have a 14-day cooling-off period beginning:

• For goods: on the day after you (or someone you nominate) receive the product;

• For multiple items in one order delivered separately: on the day after the last item is delivered.

During this period you can cancel the contract without giving any reason. To exercise this right, you must clearly inform us of your decision to cancel before the cooling-off period expires. The easiest way is to email us at customer@thehouseofunalome.com with your order details and a clear statement that you wish to cancel.

Your cooling-off right does not usually apply to:

• Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed (for example opened cacao);

• Custom-made or clearly personalised items;

• Certain digital downloads and services once they have been fully performed with your prior consent.

If you cancel under the cooling-off rules, you must send the goods back to us within 14 days of telling us you wish to cancel. We will refund you in accordance with Section 6.

5. Return shipping costs

Unless the law requires otherwise or we have specifically agreed to cover them, you are responsible for the cost of returning items.

We recommend using a tracked postal or courier service and keeping proof of postage. We are not responsible for items lost or damaged in transit on their way back to us.

If you return an item because we sent the wrong item, it was faulty or it arrived damaged, we will normally either:

• Provide a pre-paid return label; or

• Reimburse your reasonable return shipping costs, once we have seen proof of postage.

Please contact us before returning any faulty or incorrect items so we can agree the most appropriate solution.

6. Processing refunds for products

Once we receive and inspect your return, we will notify you by email of the outcome. If your return is approved:

• We will refund the product price plus any standard delivery cost you originally paid (if required by law), using the same payment method you used for the original purchase, unless we mutually agree otherwise.

• We may reduce the refund to reflect any reduction in the value of the item resulting from your handling beyond what is necessary to check it.

We aim to process approved refunds within 14 days of receiving the returned items, or (in the case of cancellations under the cooling-off rules) within 14 days of you providing evidence that the goods have been sent back.

Depending on your bank or card provider, it may take additional time for the funds to appear in your account.

Shipping upgrades (for example express delivery) are normally non-refundable unless required by law.

7. Exchanges

At present we do not operate a formal exchange system. If you would like a different size, colour or item:

1. Request a return for the original item in accordance with this Policy; and

2. Place a new order for the desired item through the Site.

If you contact us quickly after placing your order, we may be able to amend it before it is dispatched. This is not guaranteed and depends on how far your order has progressed in our fulfilment system.

8. Faulty, damaged or incorrect items

We take great care in preparing your orders. If an item arrives:

• Damaged in transit;

• Faulty or not of satisfactory quality; or

• Not as described or the wrong item altogether,

please contact us within a reasonable time (ideally within 7 days of delivery) at customer@thehouseofunalome.com, attaching clear photos of the issue.

Depending on the circumstances and your legal rights, we may:

• Offer a replacement or repair;

• Offer a partial refund if you choose to keep the item; or

• Ask you to return the item for a full refund, in which case we will usually cover or reimburse reasonable return shipping costs.

This section does not limit any statutory rights you may have under consumer law.

9. Event, circle and retreat bookings

Because our circles, ceremonies and retreats involve limited spaces, advance preparation and venue/host commitments, different rules apply to Event bookings.

9.1 Your cancellation

If you need to cancel your booking, please email customer@thehouseofunalome.com as soon as possible with your name, booking reference and Event details.

Unless otherwise stated on the specific Event page, our general Event cancellation terms are:

• More than 30 days before the Event date
  – Full refund of the Event fee, or option to transfer to another date (if available).

• Between 14 and 30 days before the Event date
  – 50% refund of the Event fee, or option to transfer your place to another person you nominate (subject to our approval and suitability for the group).

• Less than 14 days before the Event date or no-show
  – No refund, as it is unlikely we will be able to fill your place at short notice.

If local consumer law in your country gives you a mandatory cooling-off period for Event bookings made at a distance, we will honour those rights.

Please note that we are not responsible for any travel, accommodation or other external costs that you incur in relation to an Event, and these are non-refundable through us.

9.2 Our cancellation or changes

We may need to cancel, postpone or significantly amend an Event due to circumstances beyond our reasonable control, including but not limited to illness, venue problems, travel restrictions, minimum attendee numbers not being met, or force majeure events.

If we cancel an Event:

• You will be offered a full refund of the Event fee you have paid; or

• The option to transfer your booking to a new date or similar Event (if available).

If we postpone or make a significant change (for example a change of city or a major schedule shift), you will be given the option of accepting the change or receiving a refund of the Event fee.

Again, we cannot reimburse external costs such as travel or accommodation unless required by law.

10. Digital content and online offerings

From time to time we may offer digital products or online content (for example recordings, meditations or workbooks). Where such content is supplied immediately after purchase or streaming begins with your express consent, your statutory right to cancel may end at the moment you start downloading or streaming.

If you believe there is a fault with digital content you have purchased, please contact us with details and screenshots where possible. We will work with you to repair, replace or refund in line with your legal rights.

11. Orders outside the EU/EEA

If you are ordering from outside the EU/EEA:

• Different consumer protection rules may apply in your country;

• You are responsible for any customs duties, import taxes or handling fees charged by your local authorities; and

• Returns from outside the EU/EEA may be more expensive and take longer to arrive.

We will still apply this Policy to the extent it does not conflict with mandatory local laws.

12. Abuse of the Policy

We reserve the right to refuse future orders, restrict returns or close accounts where we reasonably believe the Policy is being misused or abused (for example repeated returns of heavily used items, or fraudulent claims), while always complying with applicable law.

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13. How to contact us

If you have questions about this Refunds & Returns Policy, or you would like to start a return or discuss a refund, please contact:

The House of Unalome
Email: customer@thehouseofunalome.com
Location: Amsterdam, Netherlands

We aim to respond to all refund and return enquiries within 5–7 working days.