REFUND
POLICY.
This policy explains your rights when it comes to returns, refunds, and cancellations — and importantly, it treats ready-made pieces and custom commissions differently, in line with UK consumer law.
Ready-made pieces (bought directly from the shop)
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Under the UK Consumer Contracts Regulations, you generally have the right to cancel your order within 14 days of receiving it, without giving a reason, and a further 14 days to return the item once you've told us you want to cancel.
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To be eligible for a refund, the item should be returned in the condition it was received, where possible with original packaging.
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Refunds will be issued to your original payment method within [14] days of us receiving the returned item.
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You are responsible for return postage costs unless the item arrived faulty or damaged.
Custom commissions
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Because commissioned pieces are made specifically to your requirements, they are exempt from the standard 14-day cancellation right under UK consumer law, once work has begun.
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If you wish to cancel a commission before work has started, please contact us as soon as possible, any deposit paid may be non-refundable, depending on what's already been agreed or ordered in materials on your behalf.
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If a commissioned piece arrives faulty, significantly different from what was agreed, or damaged in transit, you remain entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
Faulty or damaged items
If any piece — ready-made or commissioned — arrives damaged or faulty, please contact us within [7] days with photos of the issue, and we'll arrange a repair, replacement, or refund as appropriate.
How to request a return or refund
Contact us at [darren.jones1301@gmail.com] or [07920 514968] with your order details, and we'll guide you through the next steps.