Refund and Returns Policy

Last Updated: June 16, 2025

This Returns and Refunds Policy outlines the process for returning products and requesting refunds for purchases made on our UK-based ecommerce website [insert website URL] (“Website”). As a retailer of custom and handmade products, we aim to provide clear guidelines to ensure a fair and transparent process in compliance with the UK Consumer Contracts Regulations 2013 and other applicable laws.

1. General Return Policy

We want you to be satisfied with your purchase. For most items, we offer a 14-day return period, subject to the conditions below. However, due to the unique nature of our products, custom-made and handmade items are non-returnable and non-refundable once the order has been processed and confirmed, as detailed in Section 2.

2. Custom and Handmade Items

As a custom and handmade ecommerce website, many of our products are made to order or crafted specifically for you. Please note the following:

Non-Returnable and Non-Refundable: All custom-made and handmade items are non-returnable and non-refundable once the order has been processed and confirmed.
Custom Orders with Confirmed Pricing: For custom items, once you have accepted the provided quote and the order has been confirmed, we assume production has started. At this point, the item is non-returnable and non-refundable, as it is tailored specifically to your specifications and cannot be resold.
Order Confirmation: You will receive an order confirmation via email once your order is processed. Please review this carefully, as it marks the point at which custom and handmade items become non-returnable and non-refundable.

3. Returns for Non-Custom and Non-Handmade Items

For all other items (i.e., non-custom and non-handmade products), you have 14 days from the date of delivery to return the item, provided it meets the following conditions:

Condition of Item: The item must be unused, in its original condition, with all tags, packaging, and accessories included.
Proof of Purchase: You must provide proof of purchase, such as an order confirmation or receipt.
Notification: You must notify us of your intent to return the item within 14 days of delivery by contacting us at [insert contact email, e.g., returns@yourwebsite.co.uk].

How to Return an Item

Contact Us: Email us at [insert contact email] with your order number and reason for return.
Receive Return Instructions: We will provide a return address and, if applicable, a return authorization number.
Ship the Item: Return the item to us within 14 days of delivery, using a trackable shipping method. You are responsible for return shipping costs unless the item is faulty or incorrect.
Inspection and Refund: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7 business days to the original payment method.

4. Refunds

Eligible Refunds: For non-custom and non-handmade items returned within 14 days in their original condition, we will issue a full refund for the purchase price, excluding any shipping costs.
Faulty or Incorrect Items: If an item is faulty, damaged, or not as described, we will cover return shipping costs and provide a full refund or replacement, at your discretion, in accordance with your rights under the UK Consumer Rights Act 2015.
Processing Time: Refunds will be processed within 7 business days of receiving and inspecting the returned item. It may take additional time for the refund to appear in your account, depending on your payment provider.
Non-Refundable Costs: Original shipping fees, return shipping costs (unless the item is faulty or incorrect), and any additional fees (e.g., gift wrapping) are non-refundable.

5. Exceptions

The following items are non-returnable and non-refundable, in addition to custom and handmade items:

Perishable Goods: Items that are perishable or have a limited shelf life.
Personalized Items: Any item customized beyond the standard custom order process (e.g., engraved items).
Gift Cards: Digital or physical gift cards are non-returnable and non-refundable.

6. Your Rights Under UK Consumer Law

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving the item, without giving a reason, and receive a full refund (including standard delivery costs). However, this right does not apply to custom-made or handmade items, as they are made to your specifications and exempt from this regulation.

If an item is faulty, not as described, or unfit for purpose, you have additional rights under the UK Consumer Rights Act 2015, including the right to a repair, replacement, or refund. Please contact us immediately if you receive a faulty or incorrect item.

7. How to Contact Us

If you have questions about returns, refunds, or to initiate a return, please contact us:

Email: [insert contact email, e.g., returns@yourwebsite.co.uk]
Postal Address: [insert company address]
Phone: [insert phone number, if applicable]

We aim to respond to all inquiries within 2 business days.

8. Complaints

If you are dissatisfied with our handling of your return or refund, please contact us directly to resolve the issue. You may also escalate a complaint to the UK’s Online Dispute Resolution (ODR) platform at [insert ODR link, e.g., https://ec.europa.eu/odr] or contact your local Trading Standards office.

9. Changes to This Policy

We may update this Returns and Refunds Policy to reflect changes in our practices or legal requirements. We will notify you of significant changes by posting the updated policy on our Website. The “Last Updated” date at the top indicates when the policy was last revised.

By purchasing from [Your Ecommerce Website Name], you acknowledge that you have read and agree to this Returns and Refunds Policy.