Return and Refund Policy

Stewartby Crafty Creations | United Kingdom

At Stewartby Crafty Creations, we take pride in creating beautiful, handcrafted gifts and home décor. We want you to be completely happy with your purchase.

If you are not satisfied with your order, or if something has gone wrong, we are here to help.

Please read our Returns & Refunds Policy below for information about returning products, requesting refunds and your rights as a customer.

1. Our 14-Day Returns Policy

If you purchase a product from our online shop and change your mind, you have the right to cancel your order within 14 days of receiving your goods, provided the product is eligible for cancellation.

You do not need to provide a reason for cancelling your order.

Once you have notified us of your decision to cancel, you have a further 14 days to return the product to us.

This policy applies to our standard, non-personalised products, including bookmarks, coasters, mugs, keyrings, fridge magnets and wall art.

Certain personalised and custom-made products are excluded from the standard cancellation rights, as explained below.

2. Conditions for Returns

We ask that returned products are handled with care and packaged securely to prevent damage during transit.

Where possible, please return items in their original packaging, together with any accessories supplied.

You may inspect products as you would in a physical shop. However, if an item has been handled beyond what is necessary to inspect it, resulting in a reduction in its value, we may make an appropriate deduction from your refund.

Original packaging is not a requirement for exercising your statutory right to cancel.

These conditions do not affect your legal rights if an item is faulty, damaged or not as described.

3. Personalised and Custom-Made Products

Many of our products can be personalised with names, dates, photographs, messages or other details requested by the customer.

Products that are made to your individual specifications or clearly personalised are generally excluded from the standard 14-day change-of-mind cancellation right.

Examples include:

• Mugs, coasters or keyrings featuring personalised names, photographs or messages.

• Custom-designed wall art created to your individual specifications.

• Products engraved or printed with customer-requested wording, dates or designs.

• Other items created specifically to your personal requirements.

Standard products that are simply made after an order is placed are not automatically excluded from cancellation rights.

If a personalised product arrives faulty, damaged, incorrectly personalised due to our error or not as described, you retain your statutory consumer rights.

4. Damaged, Faulty or Incorrect Items

We carefully inspect and package our products before dispatch. However, if your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.

To help us resolve the issue quickly, please provide your order number, a description of the problem and photographs of the product where possible.

Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include a replacement, repair or refund.

Under the Consumer Rights Act 2015, customers generally have a 30-day right to reject faulty goods and receive a refund. Additional rights to a repair, replacement or other remedy may apply after this period.

Where goods are faulty or incorrectly supplied, we will cover reasonable return postage costs where a return is necessary.

5. How to Request a Return

If you wish to return an item, please contact us using the details provided at the bottom of this policy.

To help us process your request, please include:

• Your name and order number.

• The product you wish to return.

• The reason for your return, if applicable.

• Photographs if the product is damaged, faulty or incorrect.

You can exercise your statutory right to cancel by sending us a clear statement of your decision within the cancellation period. You do not have to provide a reason.

Once you contact us, we will provide the appropriate return instructions and return address.

Please do not send products back without ensuring that you have the correct return address.

6. Return Postage Costs

For standard, non-faulty products returned because you have changed your mind, you will be responsible for the direct cost of return postage.

We recommend using a tracked postal service and retaining your proof of postage.

If you receive an item that is faulty, damaged or incorrect, we will cover reasonable return postage costs where a return is required.

We may arrange a prepaid return label or another suitable return method.

Customers will not be required to pay return postage costs where we are legally responsible for those costs.

7. Refunds

Once we receive your returned product, we will inspect it and process your refund in accordance with your statutory rights.

For eligible change-of-mind cancellations, we will refund the purchase price and the applicable original standard delivery charge.

If you selected a more expensive delivery option, such as express delivery, we are only required to refund the equivalent standard delivery charge.

Where goods are returned following cancellation, we will issue your refund without undue delay and within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Refunds will be made using the original payment method unless you expressly agree otherwise.

We will not charge an administration fee for processing your statutory refund.

Please note that the time taken for your refund to appear in your account may depend on your bank or payment provider.

8. Exchanges

If you would like to exchange a standard product for a different design or item, please contact us.

We will be happy to discuss the available options, subject to product availability.

If the replacement product has a different price, we will confirm any price difference before proceeding.

For faulty or incorrectly supplied products, we will provide an appropriate remedy in accordance with your statutory consumer rights.

Personalised products cannot generally be exchanged simply because you have changed your mind.

9. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

For standard products, we will arrange cancellation and a refund where applicable.

If your order has already been dispatched, you may still exercise your statutory cancellation rights by following the returns procedure outlined above.

For personalised or custom-made products, please contact us immediately if you need to cancel or amend your order.

We will do our best to accommodate your request. However, once production has started, cancellation or changes may not be possible where the product is excluded from the statutory change-of-mind cancellation right.

This does not affect your statutory rights where products are faulty, damaged or not as described.

10. Lost or Missing Orders

If your order has not arrived within the expected delivery timeframe, please contact us so that we can investigate the issue with the delivery provider.

Where an order has been lost in transit, we will arrange an appropriate replacement or refund in accordance with your statutory rights.

You will not be required to resolve delivery disputes directly with the courier where we arranged the delivery.

For further information about delivery, please refer to our Shipping & Delivery Policy.

11. Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Customers are entitled to receive goods that are of satisfactory quality, fit for purpose and as described.

Where these requirements are not met, customers may be entitled to a refund, repair, replacement or other appropriate remedy.

12. Contact Us

If you have any questions about returns, refunds or an existing order, please contact us.

Stewartby Crafty Creations

Email: stewartbycraftycreations@gmail.com

Website: stewartbycraftycreations.co.uk

Returns Address: 27 Pillinge Road, Stewartby, Bedford, MK43 9NW. United Kingdom

Please include your order number when contacting us about an existing purchase so that we can assist you as quickly as possible.

Thank you for supporting Stewartby Crafty Creations and choosing our handcrafted gifts and home décor.