Refund Policy
1. Ready-Made Items
(Online Purchases)
If you buy a non-customised item from my online shop (e.g., a pre-made resin ornament or a standard coaster):
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Right to Cancel: You have the right to cancel your order within 14 days of receiving your goods without giving a reason.
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Returns: Once you have notified me, you have a further 14 days to return the item. It must be unused and in its original condition.
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Refunds: I will issue a full refund (including standard outward delivery costs) within 14 days of receiving the item back or receiving proof of postage. You are responsible for the cost of return postage.
2. Custom & Bespoke Items (The "Wizard’s" Exception)
Under UK Consumer Law, the right to cancel does not apply to items that are made to your unique specifications or are clearly personalised. This includes:
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Items containing ashes, hair, or personal photos.
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Items engraved with specific names, dates, or paw/handprints.
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Custom-carved designs agreed upon via commission. Returns for these items are only accepted if the item is faulty or not as described.
3. Faulty or Damaged Goods
Regardless of whether an item is custom-made or ready-to-go, you are entitled to a refund, repair, or replacement if the item is:
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Not of satisfactory quality (e.g., the resin hasn't cured properly or the wood is cracked).
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Not fit for purpose.
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Not as described (e.g., the wrong name was engraved).
Timeframes for Faulty Goods:
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Up to 30 days: A full refund.
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Up to 6 months: I have the right to repair or replace the item first. If I cannot, you may be entitled to a full refund.
4. Items Bought in Person (Markets & through Facebook)
For items bought at any of my Market Stalls or through Facebook, the 14-day "change of mind" rule does not legally apply. However, I want you to be happy with your purchase!
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If you change your mind, I may offer an exchange or credit note within 14 days, provided the item is returned in perfect condition with proof of purchase.
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Faulty goods laws (Section 3) still apply in full.