Crowsfoot of Orkney 

Returns & Refunds

I want you to be happy with your Crowsfoot purchase. If something isn't right, please get in touch and I'll do my best to put it right.

This policy explains both your rights under UK consumer law and Crowsfoot's additional 30-day satisfaction guarantee.

 

If you've simply changed your mind

If you bought an item online, you normally have the legal right to cancel your order within 14 days of receiving it, without giving a reason.

To exercise this right, simply email me at drew@crowsfoot.co.uk and clearly let me know that you wish to cancel your order. You don't have to use a particular form or give a reason.

Once you've told me that you want to cancel, please return the item to me within 14 days.

The item should be handled with reasonable care. You are entitled to inspect and handle it as you would in a shop, but if it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, I may be entitled to deduct an amount from your refund to reflect any resulting reduction in value.

Unless the item is faulty or was supplied incorrectly, you are normally responsible for the cost of returning it.

 

Your refund

Once an order has been cancelled, I will refund you using the original payment method.

The refund will include the cost of the original standard delivery service you paid for. If you chose a more expensive delivery option, I only need to refund the cost of the standard delivery option.

I will issue the refund within 14 days of receiving the returned goods, or receiving evidence that you've sent them back, whichever happens first.

 

My 30-day satisfaction guarantee

In addition to your statutory rights, I offer a 30-day satisfaction guarantee.

If you're not happy with your purchase for any reason, please contact me within 30 days of receiving it. I'll work with you to find a fair solution, which may include a repair, replacement or refund.

This 30-day guarantee is an additional benefit and does not reduce or replace any rights you have under UK consumer law.

For returns under this voluntary guarantee, I'd normally ask that the item is unused, undamaged and returned with its original packaging.

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Faulty, damaged or incorrectly supplied items

If your item is faulty, damaged, not as described, or you've received the wrong item, please contact me as soon as possible at drew@crowsfoot.co.uk.

Your rights in these circumstances are protected by the Consumer Rights Act 2015. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

If an item is faulty or was supplied incorrectly, I'll cover the reasonable cost of returning it and will work with you to resolve the problem.

If you discover a problem within 30 days of receiving the item, you may have a short-term right to reject it and receive a refund. Different remedies can apply after that period, depending on the nature of the problem.

Nothing in this policy limits or excludes your statutory rights.

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Bespoke, personalised and custom-made items

Some Crowsfoot pieces are made specifically to your requirements, including bespoke work and personalised items such as custom engraving.

The statutory 14-day cancellation right does not generally apply to goods that are made to your specifications or clearly personalised.

However, you still have your full legal rights if a bespoke or personalised item is faulty, not as described or otherwise does not conform to the contract.

If you're unsure whether your particular order can be cancelled, please get in touch before returning it and I'll be happy to clarify.

 

How to start a return

Please email drew@crowsfoot.co.uk with:

• Your order number

• The item you'd like to return

• Whether you're cancelling because you've changed your mind or there's a problem with the item

If you're exercising your statutory cancellation right, you do not need to wait for approval before notifying me of your cancellation. I'll then provide any return instructions you need.

Please package returned items securely. Crowsfoot cannot be responsible for goods that are lost or damaged while being returned, so I recommend using a tracked service and keeping your proof of postage.

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Your statutory rights

Nothing in this policy affects your legal rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you have any questions about a return, refund or faulty item, please get in touch. I'm always happy to help.

Email: drew@crowsfoot.co.uk

Crowsfoot of Orkney
31 Victoria Street
Stromness
Orkney
KW16 3AA
Scotland, UK​​​