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Terms of sale

These terms apply when you buy from Mistfall as a consumer. Please read them before you order. They don't affect your legal rights.

1. Who we are

Mistfall is a trading name of Dragon Academy Ltd, a company registered in England and Wales (company number 16871720).

  • Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ
  • Email: please use our contact form (store email opens with our own domain)
  • Contact form: contact us

More details are on our trader details page.

2. How your order becomes a contract

  1. You place an order through our checkout and pay. Your payment is taken at that point.
  2. Stripe emails you a receipt, and we confirm we've received your order. That confirmation is not yet acceptance.
  3. The contract between us is formed when we email you to say your order has been dispatched.

If we can't accept your order, for example because an item has sold out or there's a pricing error, we'll tell you and refund you in full within 14 days, and usually much sooner. If only part of an order is unavailable, we'll ask whether you want the rest and refund the difference.

3. Prices and VAT

  • All prices are in pounds sterling (GBP).
  • We're not VAT registered, so we don't charge VAT. The price you see is the price you pay for the item.
  • Delivery is charged on top unless your order qualifies for free delivery. The full total is shown before you pay.
  • If we've clearly made a mistake with a price, we'll contact you before dispatch and you can choose to go ahead at the correct price or cancel for a full refund.

4. Payment

Payment is handled securely by Stripe on its hosted checkout page. We never see or store your full card details.

5. Availability and product details

Our products are held by our UK warehouse partner. We try to keep stock levels accurate, but occasionally something sells out after you order (see section 2).

Ceramic and resin items can vary slightly in colour and finish from the photos. That's normal and isn't a fault, but if an item is significantly different from its description, you have the rights in section 8.

6. Delivery

We deliver to mainland Great Britain only for now. Orders are dispatched within 1–2 working days and normally arrive 2–3 working days later. Full details, including costs and areas we can't yet reach, are on our Delivery page.

Items are your responsibility once they've been delivered to you or to someone you've nominated.

7. Cancelling and returns

You have 14 days from delivery to cancel your order for any reason, and then 14 days to send the items back. See Returns & cancellations for how it works, refunds, and how this applies to incense cones.

8. Faulty goods and your legal rights

We're required by law to supply goods that are of satisfactory quality, fit for purpose and as described. Under the Consumer Rights Act 2015 you can reject faulty goods within 30 days for a full refund, and after that you're entitled to a repair or replacement, or in some cases a price reduction or refund. Details are on our Returns page.

For impartial advice about your rights, contact Citizens Advice (England and Wales), Advice Direct Scotland, or Consumerline (Northern Ireland).

9. Using our products safely

Incense burners involve burning cones that get hot, produce smoke and leave hot ash.

  • Always follow the safety instructions supplied with the product and on our product pages.
  • Use on a stable, heat-resistant surface, away from anything flammable, curtains and draughts.
  • Never leave burning incense unattended, and keep it away from children and pets.
  • Use in a ventilated room, and take care if you have asthma or other breathing conditions.
  • Let the burner cool fully before moving or cleaning it.

Our products are for adults (18 and over).

10. Our liability to you

If we break these terms or fail to use reasonable care and skill, we're responsible for loss or damage you suffer that is a foreseeable result. Loss is foreseeable if it's obvious it would happen, or if we both knew it might happen when the contract was made.

We do not exclude or limit our liability for:

  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • breach of your legal rights as a consumer, including under the Consumer Rights Act 2015;
  • defective products under the Consumer Protection Act 1987.

We sell to consumers for domestic and private use. We're not liable for business losses such as lost profit or business interruption.

We're not responsible for delays caused by events outside our reasonable control, such as severe weather or courier disruption. If that happens we'll tell you, and you can cancel for a refund if the delay is long.

11. Complaints

If something's gone wrong, please contact us first. We'll reply within one working day and aim to sort it out quickly.

If we can't resolve your complaint, we'll tell you in writing, give you details of a certified alternative dispute resolution (ADR) provider, and say whether we're willing to use it. You can also get advice from the consumer advice services in section 8, or go to court.

The EU's online dispute resolution (ODR) platform doesn't apply to UK traders, so we don't use it.

12. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute.

If you live in Scotland or Northern Ireland, you keep the protection of the mandatory consumer laws where you live, and you can bring proceedings in your local courts.

13. Other things

  • We may update these terms from time to time. The version on our site when you place your order is the one that applies to it.
  • If a court decides part of these terms is invalid, the rest still applies.
  • This contract is between you and us. Nobody else has rights under it.