Refund policy

Returns & Refunds Policy

We hope you will love your order. If something is not quite right, please contact us at sarah@clayfulthoughts.co.uk and we will be happy to help.

Our 30-day returns policy

For eligible items, you may request a return within 30 days of receiving your order.

The item must be returned unused, unworn and in the same condition in which it was received, with any original packaging included. We may ask for your order details or proof of purchase.

To arrange a return, email sarah@clayfulthoughts.co.uk before sending the item so that we can provide the correct return instructions and address. Some pieces are supplied directly by one of our independent crafters, so the appropriate return address may vary.

Contacting us for return instructions does not affect your statutory right to cancel an eligible order.

Unless the item is faulty, damaged, incorrect or not as described, you will normally be responsible for the cost of returning it. We strongly recommend using a tracked postal service, as the item remains your responsibility until it reaches the return address provided.

Your right to cancel

For most items purchased online, UK consumers have the right to cancel their order within 14 days of receiving it, without giving a reason.

You must tell us that you wish to cancel within those 14 days by emailing sarah@clayfulthoughts.co.uk. You then have a further 14 days to return the item.

You may inspect an item as you would in a shop, but we may reduce the refund if it has been handled more than necessary and its value has been diminished.

Personalised and made-to-order items

The statutory right to cancel does not normally apply to goods that have been made to your specifications or clearly personalised for you.

This exception does not affect your rights if an item is faulty, damaged, incorrect or not as described.

A made-to-order item is not automatically excluded from cancellation simply because it was produced after your order. The exclusion applies where the item has been made to your specifications or clearly personalised.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if it is faulty, damaged, incorrect or not as described.

Please include your order number and, where possible, clear photographs showing the issue. We will work with you to provide an appropriate remedy in accordance with the Consumer Rights Act 2015.

Where goods are faulty, damaged, incorrect or not as described, your statutory rights apply and we will cover reasonable return costs where a return is required.

Nothing in this policy limits or removes your statutory consumer rights.

Exchanges

If you would like a different eligible item, please contact us. The simplest option may be to return the original item and place a separate order, but we will always advise you before you send anything back.

Personalised replacements may only be available where the original item is faulty, damaged, incorrect or not as described.

Refunds

Once we receive your return, or receive acceptable evidence that it has been sent back where applicable, we will inspect it and confirm the outcome.

Approved refunds will be made to your original payment method.

For cancellations made under your statutory rights, we will refund the eligible item price and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced or express delivery service is not normally refundable.

We will issue a statutory cancellation refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever applies first.

For other returns made under our 30-day returns policy, approved refunds will usually be issued within 10 working days. Your bank or card provider may take additional time to process the payment.

Contact us

For cancellations, returns, refunds or questions about this policy, email:

sarah@clayfulthoughts.co.uk

Clayful Thoughts™
Sarah McKenzie trading as Clayful Thoughts™
17 Station Road
Preston
East Riding of Yorkshire
HU12 8UT
United Kingdom