Returns & Refunds - Handcrafted Floats

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## Our Commitment

Every item we make leaves our hands in the best possible condition. If something isn't right when it reaches you, we want to know about it and we'll work hard to put it right.

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## Your Right to Return

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return most items within 14 days of receiving them, for any reason. You then have a further 14 days to send the goods back to us.

To be eligible for a return, items must be:

- Unused and in their original condition

- Returned in their original or equivalent protective packaging

- Accompanied by your order details (name, order number, and reason for return)

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## How to Start a Return

Don't send anything back without contacting us first - this helps us process your return quickly and avoids items going astray.

Step 1 - Contact us via the [contact page](https://www.handcraftedfloats.co.uk/contact) within 14 days of receiving your order, letting us know what you'd like to return and why.

Step 2 - We'll respond promptly with return instructions and our return address.

Step 3 - Pack your item securely and send it back using a tracked service. Return postage is your responsibility unless the item is faulty or was sent in error.

Step 4 - Once we receive and inspect the return, we'll process your refund within 14 days.

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## Refunds

Approved refunds will be issued to your original payment method. You'll receive a confirmation email once the refund has been processed. Please allow a few additional working days for your bank or card provider to credit your account.

Where a full refund is issued, we will refund the standard outbound delivery cost. If you chose an upgraded shipping option at checkout, only the cost of standard delivery will be refunded.

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## Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, please contact us within 48 hours of delivery. Where possible, please include:

- A brief description of the issue

- Photographs of the item and packaging

We'll arrange a replacement, repair, or full refund - whichever is the most appropriate. In these cases, we'll also cover the cost of return postage.

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## Handcrafted Items - What to Expect

Because all our products are made individually by hand, no two pieces are identical. Slight natural variations in finish, colour, grain, or texture are a hallmark of genuine craftsmanship and are not considered defects. If you're ever unsure whether what you've received is a variation or a genuine fault, just get in touch and we'll talk it through with you honestly.

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## Exceptions - Items We Cannot Accept Back

The following cannot be returned unless they are faulty:

- Custom or personalised orders - items made or modified to your specific requirements

- Items that have been used, show signs of wear, or have been modified after receipt

- Items returned without prior contact or outside the 14-day return window (unless faulty)

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## Cancellations

If you need to cancel an order, please contact us as soon as possible. We begin work on orders promptly, so if your item has already entered production or been dispatched, we may not be able to cancel it. In that case, standard return terms will apply once you receive the parcel.

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## Contact Us

If you have any questions about a return or refund, we're here to help.

👉 [Contact us here](https://www.handcraftedfloats.co.uk/contact)

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> Please note: This policy does not affect your statutory rights under UK consumer law. We recommend seeking independent legal advice if you need specific guidance on your rights.

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A couple of things to review before publishing:

- Custom orders - if you do take commissions or personalised work, the exclusion is already covered. If not, you can remove that line.

- Return address - you'll want to add your physical return address somewhere on this page or in the confirmation email you send customers.

- Timeframes - the 14-day window and 14-day refund processing are the legal minimum under UK Consumer Contracts Regulations. You can be more generous if you like.