Returns & Refunds Policy
CANCELLING OR CHANGING THE CONTRACT
Pre-made goods only
If you have purchased pre-made goods which have not been unsealed or opened, and you want to cancel the contract under your legal rights, please see the Cooling-Off section within our Terms & Conditions for more information. In summary, within 14 days of delivery, you must send us a clear statement requesting to cancel your purchase and then return the goods back to us 14 days thereafter (customers may be responsible for return shipping costs). We will issue a full refund, less any damage caused by unnecessary handling or any actual losses that directly result from your cancellation, within 14 days of receiving the returned goods. You may lose the legal right to cancel if the goods have been unsealed or opened due to health protection and hygiene reasons.
Customised and made-to-order goods only
Whenever possible, we like to facilitate our customer’s request to change or cancel their order. So, please contact us if you’d like to discuss this.
If you have purchased a customised product from us, you can change your order specifications (within the limitations we normally allow) free of charge, for up to 48 hours after your order has been placed. Requests to make changes to your order can be submitted here. We may accept requests to change your order after this period depending on the circumstances, so please feel free to contact us.
We will assess the feasibility of cancellation or request to change your order on an individual basis, taking into consideration factors such as the stage of manufacturing at which you make the request and, if applicable, the type of change you request. If we agree to the cancellation/change, we may require you to pay a non-refundable fee and/ or we may issue a store credit and/ or we may impose other conditions. Unfortunately, we can’t guarantee to honour all requests, but we do our best to help. Requests to cancel your order can be submitted via email to [email protected].
Please be aware, while consumers generally have a 14-day legal right of a “cooling off” period, this does not apply to goods that are customised or made to order. Please refer to our full Terms & Conditions for more information.
DAMAGED GOODS
We strongly recommend taking videos and photos of the box exterior when you receive it (before opening and whilst unpacking), especially if you notice any damage. We also strongly recommend taking videos and photos if you discover faults with the product itself (after opening). Videos, photos and evidence of damage will be required when submitting a claim or damage report. Products that arrive faulty or damaged must be reported within 48hrs of delivery. Damaged or faulty items must be reported using our Damage Report Form.
For more information on damaged goods, please reference our Silicone Lovers Guarantee.
Please be aware, our products are made by hand and minor imperfections are not considered damage. If your product has minor imperfections, this is not considered a breach of contract. Please see Section 11 in our Terms & Conditions for more information and on minor imperfections.
Please be aware we cannot offer warranty on many of our electrical upgrades due to the nature of our products but we may be able to advise repairs of offer refunds.
CHANGES TO OUR POLICY
This policy supersedes all prior policies or conflicting information that may still be present on our website including any writings, communication, transcripts or agreements with our support staff with respect to the subject matter hereof. All such other policies, writings or agreements will have no further force or effect.
We reserve the right to change this policy at any time without notice. This policy came into effect on the date published at the bottom of this document and applies to all purchases, agreements and contracts from the effective date onwards. Please contact our support staff if you would like to view our previous returns & refunds policy.
Policy Version 1.4
Effective Date: 02/03/2022