Refund policy

Last updated 17th October 2023

Family Crafts strive to provide you with quality products. We take care to ensure your order is exactly what you have ordered.

Family Crafts are committed to creating unique gifts and products for any occasion.

If, for any reason, you're unhappy with your product, then please get in touch via email info@familycrafts.co.uk or complete the form on our Contact Us page https://www.familycrafts.co.uk/pages/contact-us

We want to ensure that you are entirely happy with your shopping experience with us and the products you have purchased. If for any reason you are not, then we will work with you to rectify any issues.

You have 30 days from receipt of your order to which all goods must be returned and received.

Terms of Use

By placing an order, you are agreeing to the terms and conditions set out on our website. Missing items and faulty goods must be reported to info@familycrafts.co.uk within 14 days after receiving your delivery. Please check kits fully when they arrive, as the odd piece can occasionally go astray!

You then have a further 14 days from the date you notify us of your missing or faulty goods to return said goods. Please see our return exceptions section below for goods that are not covered by our refund and returns policy.

In the event of loss or damage in the course of delivery, Family Crafts will, on receiving reasonable evidence of such loss or damage, provide replacement parts/products.

Returns Procedure

To return an item, please email info@familycrafts.co.uk On receipt of your request, we aim to respond with 24 hours with instruction for your return. Please include your order number, contact details and the reason for your return.

After receiving your return instructions, place the item securely in its original packaging and then mail your return to the address provided by us.

We will not be liable for the cost of postage for any returned items, unless the Goods are faulty or damaged, if a new item is shipped out as a replacement, we will cover this charge.

The returning Goods remain your responsibility until they reach us. For your own protection, we advise that you send the Goods back to us with a courier that will insure your delivery to the value of the Goods. We cannot be held responsible for any returns lost or damaged in the post.

If your are receiving a refund, this will be processed to the same payment method used to place your original order on receipt of the returned Goods.

Return Exceptions

Your rights to return Goods to us will not apply to any products that we have personalised or customised specifically for you.

Any Goods that you have started to assemble and decorate.

Only items returned in the condition that you have reported receiving them will be considered for return and refund.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund.

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 working days.

There are certain situations where only partial refunds will be processed:

* Any item not in its original condition, is damaged or missing parts for reasons not due to the return.
* An item that is returned more than 30 days after delivery.

If you are returning non-personalised Goods to us that are unwanted, you will be responsible for returning the Goods and the refund will be for Goods returned excluding any delivery paid.

Only items returned in the condition that you have reported receiving them will be considered for return and refund.

Late Refunds

If you haven’t received a refund yet please check your bank account again. Then contact your credit card company or bank as it may take some time before your refund is credited back to your account. There is often some processing time before a refund is processed.

If you’ve done all of this and you still have not received your refund, then please email us info@familycrafts.co.uk or contact us through our online Contact Us form https://www.familycrafts.co.uk/pages/contact-us 

Exchanges

We only replace items if they are defective or damaged. If you want to return an item to exchange for something else:
* It must be a non-personalised item.
* It must be in its original condition and in the original packaging.
* You will be responsible for paying for your own shipping costs for returning the Goods. Return shipping costs are non-refundable and your Exchange will include a new delivery charge.

Please note that our products are not toys. Our exchange or refund policy does not cover breakages from rough usage.

Contact Us

If you have any questions or comments, you can contact us by:
Email: info@familycrafts.co.uk or our online Contact Us form: https://www.familycrafts.co.uk/pages/contact-us