Crafty Kits Returns & Refund Policy

Version: 1.0
Last Updated: 23 July 2026

1. Our Commitment

At Crafty Kits, we want you to be delighted with your purchase. If something isn't right, we'll do our best to resolve the issue fairly, quickly and in accordance with your legal rights.

This policy explains your rights when returning products purchased from Crafty Kits.

It applies to purchases made through our website and, where applicable, at in-person events.

2. Contact Us

If you need to return an item or discuss a problem with your order, please contact us before sending anything back.

Crafty Kits

Brian Russell (Sole Trader)

46 Helegan Close

Orpington

Kent

BR6 9XH

Email: brian@craftykits.co.uk

Telephone: 07865 324209

3. Your Statutory Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or any other applicable legislation.

If goods are faulty, not as described or not of satisfactory quality, you may be entitled to a repair, replacement or refund.

4. Returning Standard (Non-Personalised) Products

If you buy a standard product online, you normally have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us within the cancellation period.

After notifying us, you should return the goods within 14 days.

Items should be:

unused where reasonably possible
complete
returned with all accessories supplied
securely packaged to avoid damage in transit

You are responsible for taking reasonable care of the goods while they are in your possession.

5. Refunds for Cancelled Orders

Once returned goods have been received and inspected, we will process any refund due without undue delay and normally within 14 days.

Refunds will be made using the original payment method unless otherwise agreed.

Original standard delivery charges will normally be refunded where required by law.

Any enhanced or express delivery charges are generally non-refundable.

6. Return Postage

If you are returning goods because you have changed your mind, you are generally responsible for the return postage costs.

If the goods are faulty, damaged or incorrectly supplied, Crafty Kits will reimburse reasonable return postage costs or provide an alternative return arrangement where appropriate.

7. Personalised Products

Because personalised products are made specifically to your requirements, they are generally exempt from the 14-day cancellation right under the Consumer Contracts Regulations.

This includes products featuring:

customer photographs
personalised names
bespoke wording
customised artwork
specially requested designs

However, your legal rights remain fully protected if a personalised product is:

faulty
damaged in transit
not as described
produced incorrectly due to our error

If the mistake is ours, we will repair, replace or refund the item as appropriate.

8. Craft Kits

Our craft kits are carefully packed before dispatch.

Please check your kit promptly upon arrival.

If anything is missing or damaged, please contact us as soon as possible so that we can arrange replacement parts where appropriate.

Minor variations in natural materials, wood grain, printed napkins or decorative papers do not constitute faults.

9. Handmade Products

Many of our products are handmade or hand assembled.

As a result:

slight colour variations
minor differences in finish
natural wood grain variations
handcrafted characteristics

are considered normal and are not defects.

Each item is unique.

10. Faulty Goods

If you believe an item is faulty, please contact us as soon as reasonably possible.

To help us resolve the issue quickly, we may ask you to provide:

photographs
a description of the problem
your order number

Where a fault is confirmed, we will offer an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include:

replacement parts
repair
replacement product
partial refund
full refund

11. Damaged Deliveries

If your parcel arrives visibly damaged:

check the contents as soon as possible
retain the packaging where practical
photograph the damage
contact us promptly

Providing photographs helps us make claims with our delivery partners and resolve your issue more quickly.

12. Incorrect Orders

If you receive the wrong product or an item is missing from your order, please contact us promptly.

We will arrange for the correct item to be supplied or discuss the most appropriate solution.

13. Wholesale Orders

Wholesale customers should inspect deliveries promptly.

Any shortages, damage or incorrect items should be reported as soon as reasonably possible after delivery.

Unless otherwise agreed in writing, wholesale goods are supplied for resale and are also subject to our separate Wholesale Terms & Conditions.

14. Items That Cannot Normally Be Returned

Unless faulty or supplied incorrectly, returns are generally not accepted for:

personalised products
custom-made items
products altered at the customer's request
goods that have been used beyond what is reasonably necessary to inspect them
products damaged through misuse, neglect or accidental damage after delivery

15. Refund Times

Once your return has been approved, refunds are normally processed within 14 days.

The time taken for the funds to appear in your account depends on your payment provider.

16. Exchanges

Where practical, we are happy to exchange eligible standard products for an alternative.

If there is a price difference between products, any additional payment or refund will be agreed before dispatch.

Personalised products can only be exchanged if they are faulty or incorrectly produced by us.

17. Cancellations Before Dispatch

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

If production has not started, we will normally issue a full refund.

For personalised items where production has already begun, we may not be able to cancel the order.

18. How to Return an Item

Before returning any goods, please contact us with:

your name
order number
description of the issue
photographs where appropriate

This helps us process your return efficiently and provide the correct return instructions.

19. Packaging Your Return

Returned items should be packaged securely to minimise the risk of damage during transit.

Where possible, please use the original packaging or suitable protective packaging.

Crafty Kits cannot accept responsibility for items damaged due to inadequate return packaging.

20. Contact

For any questions regarding returns or refunds, please contact: