Refund policy

Returns & Refunds

We hope you're delighted with your purchase from Pyefinch Crafted Gifts. However, if you change your mind, you have the right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, please contact us within 14 days of receiving your order and clearly tell us that you wish to cancel. You then have a further 14 days to return the goods to us.

Returning an unwanted item

Please return items in their original condition and, where reasonably possible, with their original packaging.

You are welcome to inspect an item as you would in a shop, but please take reasonable care of it while it is in your possession. We reserve the right to make an appropriate deduction from the refund if the value of an item has been reduced as a result of handling beyond what is reasonably necessary to establish its nature, characteristics and function.

Unless the item is faulty, damaged or incorrect, you are responsible for the direct cost of returning it to us. We recommend obtaining proof of postage and using an appropriate delivery service, as you remain responsible for the returned goods until they reach us.

Please contact us before returning an item so that we can provide the appropriate return details.

Refunds

Once we receive your return, or you provide evidence that you have sent it back, we will process your refund within 14 days.

For a cancelled order, we will refund the price paid for the returned goods together with the cost of our standard delivery option. If you chose a more expensive delivery service, such as an upgraded or express service, we are not required to refund the additional delivery cost.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.

Personalised and custom-made items

The statutory right to cancel for a change of mind does not normally apply to goods that have been made to your specifications or clearly personalised for you.

This does not affect your rights if a personalised or custom-made item is faulty, damaged, not as described or otherwise does not conform to the contract.

If you wish to change or cancel a personalised order before we have begun making or personalising it, please contact us as soon as possible. Where reasonably possible, we will be happy to accommodate the request.

Faulty, damaged or incorrect items

If your item arrives damaged, is faulty, is not as described, or we have sent you the wrong item, please contact us as soon as possible so that we can put things right.

Please provide your order number and, where appropriate, photographs showing the problem. We may ask you to return the item, in which case we will arrange or reimburse reasonable return costs where we are responsible for the return.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Handmade and natural materials

Many of our products are handmade from natural materials, including solid timber. Natural variations in grain, colour, figure and other characteristics are part of the material and mean that no two pieces will be exactly alike. These natural variations are not considered faults where the product otherwise matches its description.

Handmade products may also have small variations between individual pieces as a result of the making process. These are part of the individual character of a handmade product rather than manufacturing defects.

Contacting us about a return

To request a return, cancellation or refund, please contact:

Pyefinch Crafted Gifts
Email: hello@pyefinchcraftedgifts.co.uk

Please include your order number and a brief explanation of your request so that we can assist you.