Returns, Cancellations & Refunds

1. Before payment and dispatch

An unpaid order can be cancelled without charge. After payment, the buyer should request cancellation immediately; a seller may be unable to cancel work that has already become genuinely personalised or custom-made.

2. Change-of-mind returns

For eligible distance purchases from a trader, a UK consumer normally notifies cancellation within 14 days after delivery and returns the goods within a further 14 days. The seller refunds within the applicable legal deadline after return or evidence of return. Standard outbound delivery is included where required; extra premium-delivery cost need not be.

The buyer normally pays return postage if this was clearly disclosed. Reasonable deductions may apply for handling beyond what is necessary to inspect the product.

3. Exceptions

Change-of-mind cancellation may not apply to goods made to the buyer’s specifications or clearly personalised, perishable goods, unsealed hygiene goods and other statutory exceptions. Merely describing an ordinary stocked item as made to order does not automatically remove mandatory rights.

4. Faulty, unsafe, damaged or misdescribed goods

Statutory remedies remain available regardless of a change-of-mind exception. Depending on the facts and applicable law, the remedy may be rejection and refund, repair, replacement or price reduction. The seller bears costs where the return is required because the product is faulty, unsafe, damaged in transit or materially misdescribed.

5. Marketplace workflow

• Open the order and select the closest issue type.
• Describe the requested solution and attach only relevant evidence.
• The seller is invited to respond; unresolved cases may be escalated.
• EmenCraft records the outcome. Any actual refund requires confirmation by the live payment provider.