Refund Policy

Last updated: 30/10/2026

Please note: every Crafty Harry item is made to order and personalised for you, so we can’t accept returns or give refunds if you simply change your mind. If something arrives faulty, damaged or not as agreed, we’ll put it right, as explained below.

1. Why there’s no change-of-mind returns

Under UK consumer law, the 14-day right to cancel online orders doesn’t apply to goods made to your specification or clearly personalised. That covers everything we make, because each item is created especially for you.

2. Changing or cancelling before we start

If you need to change or cancel your order, contact us as soon as possible at info@craftyharry.co.uk. If we haven’t started making your item, we’ll do our best to help and where possible will refund you in full / less any costs already incurred. Once we’ve started making it, we’re unable to change or cancel.

3. If something isn’t right

You’re entitled to items that are as described, of satisfactory quality and fit for purpose. If your item arrives faulty, damaged, or different from what we agreed, please:

Contact us within 7 days of delivery at info@craftyharry.co.uk.
Include your name, order details and clear photos of the problem (and the packaging if it was damaged in the post).

Once we’ve looked at it, we’ll offer a free repair or replacement, or a refund where that’s appropriate. Your legal rights are not affected by this policy, including your right to reject faulty goods within 30 days and to a repair, replacement or refund after that where the law gives you one.

4. Mistakes on our side or yours

Our mistake (for example, we didn’t make it as confirmed): we’ll remake it or refund you.
Your mistake (for example, a spelling or detail you gave us and confirmed was wrong): we’re unable to refund, but we’ll happily quote for a new item.

5. Lost or delayed parcels

If your parcel hasn’t arrived when expected, please get in touch and we’ll investigate with the carrier. If it’s confirmed lost, we’ll remake your item or refund you.

6. How refunds are paid

Where we agree a refund, we’ll pay it within 14 days, using the same payment method you used to pay, unless you’ve agreed something different.

7. Returning an item

Please don’t send anything back until we’ve agreed it with you. If we ask for an item to be returned because of a fault, we’ll cover the reasonable return cost.

8. Ready-made items

If we ever sell standard, non-personalised items, the usual 14-day cancellation rights for online purchases will apply to them, and we’ll make that clear when you order.