Refunds & Returns Policy
At CreArtive Design, we want you to be happy with your purchase. Please read this policy carefully to understand your rights and how we handle refunds and returns, in accordance with UK consumer law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013).
1. Ready-Made Items
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If you change your mind about a ready-made item, you may return it within 14 days of receiving it.
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Items must be returned in their original condition (unused and in original packaging).
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We will issue a refund for the purchase price, excluding delivery costs.
2. Custom-Made & Personalised Items
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Custom-made and personalised items are non-refundable, unless they are faulty or damaged.
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We will keep in touch with you throughout the design process to ensure you are happy before completion.
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This does not affect your statutory rights if the item is faulty.
3. Faulty or Damaged Items
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If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photographs of the issue.
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We will arrange either a replacement or a full refund.
4. How to Return an Item
To request a return, please:
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Contact us at creartivedesignns@gmail.com with your order number and reason for return.
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Return the item to us within 14 days of notifying us.
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Ensure the item is securely packaged.
5. Return Postage
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Customers are responsible for return postage costs unless the item is faulty or we have made an error.
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We recommend using a tracked delivery service, as we cannot be held responsible for items lost in return transit.
6. Refund Process
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Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
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If approved, refunds will be processed within 7–10 working days via your original payment method.
7. In-Person Purchases (St Albans Market)
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Purchases made at our market stall are not covered by the 14-day cooling-off period that applies to online orders.
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Refunds or exchanges for market purchases will be offered at our discretion, unless the item is faulty.
8. Contact Us
For any questions about refunds or returns, please contact us:
📧 Email: creartivedesignns@gmail.com
🌍 Website: www.creartivedesign.co.uk
📍 In Person: St Albans Market
