11. Crafty Kits Complaints Procedure

Version: 1.0
Last Updated: 23 July 2026

1. Our Commitment

At Crafty Kits, we take pride in providing quality craft products and friendly customer service.

We understand that occasionally things may not go as expected. If you have a concern, we want to hear from you and will make every reasonable effort to resolve the issue fairly and promptly.

This Complaints Procedure explains how customers can raise concerns and how we will handle them.

2. Who This Procedure Applies To

This Complaints Procedure applies to:

online customers;
in-person customers;
wholesale customers;
customers purchasing personalised products;
anyone using Crafty Kits services.

3. Business Information

Crafty Kits

Operated by:

Brian Russell (Sole Trader)

46 Helegan Close

Orpington

Kent

BR6 9XH

Email: brian@craftykits.co.uk

Telephone: 07865 324209

4. Before Making a Complaint

If you have a problem with an order, we encourage you to contact us as soon as possible.

Many issues can be resolved quickly through an initial conversation.

Examples include:

damaged deliveries;
missing items;
incorrect products;
product concerns;
delivery issues;
personalised product queries;
website or service concerns.

5. How to Make a Complaint

Complaints can be submitted by:

Email:
brian@craftykits.co.uk

Telephone:
07865 324209

Post:
Crafty Kits
46 Helegan Close
Orpington
Kent
BR6 9XH

To help us investigate your complaint, please include:

your name;
contact details;
order number (if applicable);
date of purchase;
details of the problem;
photographs or supporting evidence where relevant;
the outcome you would like us to consider.

6. Acknowledgement of Complaints

We aim to acknowledge complaints within:

3 working days

of receiving them.

We will confirm that we are looking into the matter and may request additional information if needed.

7. Investigating Complaints

We will review complaints fairly and objectively.

Our investigation may include:

checking order details;
reviewing communications;
examining photographs or evidence provided;
checking product information;
reviewing delivery information;
considering relevant consumer rights.

8. Responding to Complaints

We aim to provide a full response within:

14 working days

where possible.

If a complaint requires additional investigation, we will explain the reason for the delay and provide an updated timescale.

9. Possible Resolutions

Depending on the circumstances, we may offer:

an explanation;
replacement product;
replacement components;
repair;
refund;
partial refund;
other reasonable solution.

The resolution will depend on:

the nature of the issue;
applicable consumer rights;
the circumstances of the order.

10. Faulty or Damaged Products

If your product arrives faulty or damaged, please contact us as soon as possible.

Where possible, please provide:

photographs of the issue;
photographs of packaging;
order details.

This helps us resolve problems quickly and, where necessary, work with delivery providers.

11. Personalised Product Complaints

For personalised products, we will consider complaints relating to:

production errors made by Crafty Kits;
damage during delivery;
products not matching the agreed specification.

We cannot usually accept responsibility for errors caused by:

incorrect information supplied by the customer;
incorrect spelling provided by the customer;
poor-quality images supplied by the customer.

12. Wholesale Complaints

Wholesale customers should report:

shortages;
damaged goods;
incorrect items;
production issues;

as soon as reasonably possible after delivery.

Wholesale complaints will be handled according to these procedures alongside our Wholesale Terms & Conditions.

13. Escalating a Complaint

If you are unhappy with our response, please contact us again explaining:

why you remain dissatisfied;
any additional information;
what outcome you are seeking.

We will review the matter again and attempt to reach a fair resolution.

14. Alternative Dispute Resolution

We always aim to resolve complaints directly with our customers.

If a dispute cannot be resolved, consumers may wish to seek independent advice from organisations such as:

Citizens Advice;
Trading Standards;
other appropriate consumer support services.

15. Consumer Rights

Making a complaint does not affect your statutory rights.

Your rights under UK consumer protection legislation remain unchanged, including rights relating to:

faulty goods;
goods not as described;
delivery obligations;
refunds and remedies.

16. Keeping Records

We may keep records of complaints in order to:

improve our products and services;
meet legal obligations;
monitor recurring issues;
provide appropriate customer support.

Complaint information is handled in accordance with our Privacy Policy.

17. Changes to This Procedure

We may update this Complaints Procedure from time to time.

The latest version will always be available on our website.

18. Contact Us

If you have a complaint or concern, please contact: