Refund policy

Returns, Refunds and Cancellations

We want you to be completely happy with your order, but we understand that sometimes things simply do not work out. This policy applies to purchases completed directly through The Home Crafters website and is offered in addition to your statutory consumer rights.

💌 Changing Your Mind

If you change your mind about an online purchase, please contact us within 14 days of receiving your order. You will then have a further 14 days to return the item to us.

You may inspect an item in the same way that you reasonably would in a shop. Returned products should be complete and, wherever possible, unused and in their original packaging. We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to examine the product.

Sale and clearance products purchased online have the same change-of-mind cancellation rights unless they fall within one of the exclusions listed below.

🖨️ Print-to-Order and Partner-Fulfilled Products

Some products are printed, produced or fulfilled after an order is placed and may be dispatched directly from one of our fulfilment partners.

A standard, non-personalised print-to-order product is not automatically excluded from our returns policy. You may cancel and return it within the timescales explained above.

Please contact us before returning any partner-fulfilled product, as the correct return address may differ from the address shown on the parcel. Do not return an item directly to a printer, supplier or fulfilment partner unless we have specifically instructed you to do so.

Products that have been personalised or produced to your individual specifications are excluded from the standard change-of-mind cancellation right. Your rights remain unaffected if the product is faulty, damaged, incorrectly supplied or not as described.

⚠️ Items Excluded From Change-of-Mind Returns

Unless faulty, damaged or incorrectly described, the following products are excluded from change-of-mind returns:

• Products cut to your requested length or size, including cut fabric, ribbon and similar materials
• Products personalised or made to your individual specifications
• Perishable products or goods that deteriorate rapidly
• Sealed health or hygiene products once the seal has been broken
• Sealed audio, video or computer software once unsealed
• Newspapers, periodicals and magazines, except subscriptions where cancellation rights may still apply
• Digital or downloadable content once downloading has begun, where you expressly agreed to immediate access and acknowledged the loss of your cancellation right
• Gift cards or vouchers that have been redeemed or partially used

Books, patterns and kits may be returned if they have only been handled as reasonably necessary to inspect them. A deduction may be made if they have been used, marked, copied, damaged or returned incomplete.

Being ordered specially, produced after purchase or not normally held in stock does not by itself remove your cancellation rights. The exclusion applies only when a product is personalised or made to your individual specifications.

🔁 Arranging a Return

Before sending anything back, please email returns@homecrafters.co.uk and include:

• Your order number
• The item you wish to return
• The reason for the return
• Photographs if the item is faulty, damaged or incorrectly supplied, where possible

We will confirm the appropriate return address and provide any necessary instructions.

For change-of-mind returns, you are responsible for the return postage cost. We recommend obtaining proof of postage and using a tracked and appropriately insured service for higher-value items.

If an item is faulty, damaged, incorrectly supplied or not as described, we will cover the reasonable cost of returning it or provide suitable return instructions.

💸 Refunds

Once we receive your return, we will inspect it and confirm your refund by email. Approved refunds will normally be issued to the original payment method within three working days and always within the legally required timescale.

We may withhold the refund until we have received the returned goods or you have supplied evidence that they have been sent back, whichever occurs first.

When an entire online order is cancelled, we will also refund the cost of our least expensive standard delivery service. If you selected a more expensive or upgraded delivery option, the additional delivery cost will not be refunded.

Original delivery charges are not normally refunded when only part of an order is returned, unless the products were faulty, damaged, incorrectly supplied or not as described.

Your bank, card provider or payment service may take additional time to display the refund after we have processed it.

📦 Faulty, Damaged or Incorrect Items

Please contact us as soon as possible if your order arrives faulty, damaged, incomplete, incorrectly supplied or significantly different from its description.

Photographs can help us resolve the problem quickly, but requesting photographs does not affect your statutory rights. Depending on the circumstances, we will arrange an appropriate repair, replacement, return or refund at no additional cost to you.

Under the Consumer Rights Act 2015, you may have the right to reject faulty goods within 30 days of receiving them. Additional rights to a repair, replacement or refund may apply after this period.

Damage should be reported promptly so that we can investigate it with the delivery provider, but a delay in reporting does not remove your statutory rights.

🔄 Exchanges

Where stock is available, we may be able to exchange an unwanted item. Please contact us before returning it.

For faster service, we may recommend returning the unwanted product for a refund and placing a new order separately. Replacement postage may apply to change-of-mind exchanges.

Faulty, damaged or incorrectly supplied products will be replaced without additional delivery charges where a replacement is the agreed remedy.

📅 Pre-Orders and Special Orders

Standard, non-personalised pre-orders and special orders may be cancelled before dispatch for a full refund.

Once dispatched, the normal online cancellation and returns terms apply. We do not charge a cancellation or restocking fee where a customer is exercising a statutory cancellation right.

Products personalised or made specifically to your individual requirements may not be cancelled once production has begun, unless they are faulty, damaged or not as described.

🎁 Gifts

Refunds are normally returned to the original payment method used by the purchaser.

If you received an item as a gift, please contact us with the order information. Where appropriate and at our discretion, we may be able to offer an exchange or store credit instead of returning the payment to the purchaser.

🤝 Affiliate Seller Purchases

If you complete your purchase through The Home Crafters checkout, this returns policy applies even when the product is dispatched by a separate fulfilment partner.

If our website directs you to another seller and you complete the transaction through that seller’s own website or checkout, your purchase is made with that business and will be governed by its returns policy. The relevant seller should be contacted directly.

🏬 Purchases Made in Store

The statutory 14-day change-of-mind cancellation period applies to distance purchases and does not automatically apply to products bought in our physical shop.

Any goodwill return or exchange for an in-store purchase is at our discretion and may require proof of purchase. This does not affect your statutory rights when an item is faulty, damaged or not as described.

⏳ Late or Missing Refunds

If we have confirmed that your refund has been processed but it is not yet visible:

1. Check the original bank account, card or payment method.
2. Contact your bank, card provider or payment service, as processing times vary.
3. If they cannot locate the refund, contact us and we will be happy to investigate further.