Refund policy

Returns & Refund Policy

We hope you love your H&K Crafts order. As many of our products are handmade and personalised especially for you, please read the information below before ordering.

Personalised & Made-to-Order Items

Items that have been personalised, customised or made to your specifications cannot normally be returned or exchanged simply because you have changed your mind.

Please check all names, spellings, dates, colours and other personalisation details carefully before placing your order. Your item will be created using the information you submit at checkout.

If we make an error when creating your personalisation, we will of course put this right.

Non-Personalised Items

For eligible non-personalised goods purchased online, you may have the right to cancel your order within 14 days of receiving it. Please contact us before returning an item. Once a cancellation is accepted, goods should normally be returned within 14 days.

Items must be returned in their original condition. Unless the item is faulty or we have made an error, the customer is responsible for return postage costs.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact H&K Crafts as soon as possible and provide your order number along with photographs showing the problem.

Where appropriate, we will arrange a replacement, repair or refund in accordance with your statutory rights.

Cancellations

If you need to cancel or change a personalised order, please contact us as soon as possible. If we have not yet started making your item, we will do our best to accommodate your request. Once production of a personalised item has begun, cancellation may no longer be possible.

Refunds

Approved refunds will be issued to the original payment method. Processing times after a refund is issued can vary depending on your bank or payment provider.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If you have any questions about an order, please contact H&K Crafts and we will be happy to help.