Refund policy
Return/ Refund Policy
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
Custom or personalised orders
Disclaimer:
For custom prints, we print the information you provide us and we are not responsible for any misspelling or incorrect information submitted. This also means that as it is a custom print we can not offer any refunds or exchanges if you change your mind or the print has errors from information provided to us. However, if there is an error that has occurred on our side where the correct information was provided by you, then a free reprint with 1st class free postage will be sent to you.
This also applies to any custom orders we create for you other than prints.
To complete your return, we require a receipt or proof of purchase.
Report the issue via email: customerservice@kraftyhands.co.uk
Please include your order number in the subject field of the email and include as many details as possible within the body of the email. Where needed please provide pictures of the product in question. Without the order number, we will be unable to track and find your original order.
Do not send items back without first discussing the issue with us and advice is given on the next steps. If you return items to the return address on your packing slip we can not guarantee a refund is applicable and we are not liable for postage costs incurred and refund of the item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@kraftyhands.co.uk
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Shipping
To return your product, you should mail it to the return address on your shipping receipt, which will depend on which fulfilment centre it was shipped out from.
UK:
10 Palm Road, Romford, Essex, RM7 7AR
Make sure you ship it to the correct address, we will not be held liable for an incorrect shipping address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Reasons for Returns
Wrong Address
-If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed
-Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.
Returned by Customer
- We do not refund orders for buyer’s remorse, and size exchanges. Sizes are provided with all products, so you would need to ensure the size is right for you before purchase. Exchanges are not provided on any of our products due to change of mind.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalised, therefore Krafty Hands Designs Ltd reserves rights to refuse returns at its sole discretion.