This policy sets out the returns policy for goods or services purchased through the online store operated by Crafting UK.

1. If you wish to cancel an order you have placed you must contact us within 30 minutes of placing your order. Cancellation requests received after this time expires cannot be accepted.  Cancellation requests made between 3pm Friday and 10am Monday cannot be accepted.  Where your order has already been dispatched, you will need to return the items to us and you will be responsible for paying the cost of returning the items. The cost of shipping the order to you will be deducted from your refund and you will also be charged a 20% cancellation fee to cover the processing costs you incurred when you placed your order.

2. Where orders have not been dispatched prior to a cancellation request, you will be charged a 10% cancellation fee to cover the processing costs you incurred when you placed your order.  We have the right to refuse cancellation requests for any reason we deem necessary including orders placed maliciously.

3. To be eligible for a return, you must contact us to request a Returns Authorisation Number.  Your item must be unopened, unused and in the same condition that you received it, and it must be in the original packaging.  Customers are responsible for the cost of returning an item.  Orders containing a free gift are non-returnable.  If you return an item without obtaining a Returns Authorisation Number your item will be returned to you.  

4. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases.

5. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service.  Mystery Goody Boxes are excluded from this refund policy.  Exclusive Membership Subscriptions and Trade Memberships are non-refundable.

6. Under the Consumer Contracts Regulations, you are entitled to a credit voucher to the value of the original purchase price for the goods you wish to return, excluding the original postage and packaging charges made, if the goods are returned to us in their original condition and original packaging within 7 days of the purchase date. You are not entitled to a credit of the cost you incur in returning the item to us.

7. Our standard returns policy entitles you to a credit voucher of the purchase price if the goods are returned to us in their original condition and original packaging within 7 days of the purchase date, excluding the original postage and packaging charges made. You are not entitled to a credit of the cost you incur in returning the item to us.

8. If you think the item you purchased is faulty, please contact us first before requesting a credit as we may be able to resolve your problem to your satisfaction.

9. Where you would like to return a physical product you have purchased, please contact us to let us know that you wish to return the item. You must contact us to request a Returns Authorisation Number.  If you return an item without obtaining a Returns Authorisation Number your item will be returned to you.  Customers are responsible for the cost of returning an item.  The original postage and packaging costs will be deducted from any credit voucher issued.

10. Once your return is received and inspected we'll contact you to let you know whether your credit voucher will be issued or not, and issue your credit voucher within a certain amount of days.  If the item is not in its unopened original condition you will not receive a credit voucher.

11. If you haven't received a credit voucher yet where we have told you we have issued one, please check your email junk and spam folders.  If the credit is not there, please contact us for a replacement credit.

12. If an item you purchased was purchased with a discount voucher, then we will only credit the amount that you paid (and not the amount the item was listed for).

13. If an item you purchased was at a discounted price or was in a sale then it will not be eligible for return nor a credit. If you are in any doubt please contact us before making the purchase.