Refund policy

You have the right to cancel your order and request a return for any reason within 14 days from the date of delivery. Once you have notified us of your intent to return, you have an additional 14 days to return the item to us.

To receive a full refund, items should be returned in their original condition and packaging. If the item has been handled excessively or used beyond what is reasonably necessary to inspect it, we reserve the right to make a deduction from your final refund to cover the loss in the item's value.

Please note that custom-made, bespoke, or personalised items are exempt from the 14-day change-of-mind return policy. These items cannot be returned or refunded unless they arrive faulty, damaged, or not as described.

Faulty, Damaged, or Misdescribed Items
If any item—including custom orders—arrives faulty, is not as described, or is unfit for purpose, you are entitled to a full refund, repair, or replacement if reported within 30 days of delivery in accordance with the Consumer Rights Act 2015.

Change-of-mind refund requests notified outside of the initial 14-day delivery window are not covered by statutory cancellation rights and may be accepted or declined at the sole discretion of Totally Crafty.