Refund policy
REFUND/RETURNS POLICY
This policy is offered in addition to your legal rights
RETURNS
You have the right to request to return your order up to 15 days after receiving it, you do not have to give a reason. However, your items must be returned in order for you to recieve a refund. After your request has been received you have 14 days to return the items, once this time has passed you cannot receive a refund.
The return must be received by us undamaged and complete for your refund to be granted, if your items arrived to you damaged then please see the refunds section below.
To complete your return, we require a receipt or proof of purchase, (for example the email that confirmed your order.)
Please do not send your purchase back without following these steps.
Please note that personalised items and custom-made items can only be returned if they arrived to you faulty or damaged.
Shipping
To return your product please contact sammackulinart@gmail.com for shipping address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £70, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
REFUNDS
Our policy lasts 30 days. If 30 days have gone by since you received your purchase, unfortunately we can’t offer you a refund.
We offer refunds in situations such as:
- Your items arrived damaged and you have some evidence of this. You will not necessarily need to return the damaged items in order to receive a refund.
- You have received an incorrect order, a mistake has been made eg. you ordered one A4 print design and received a different one. We can either send you the correct item in this case, refund or partially refund your order (if other received items are correct).
- You have not received your order, you have contacted us about this and we cannot replace it, see shipping policy for more info on this.
- For whatever reason your order cannot be fulfilled on our end.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Please note that downloadable software products are non-refundable.
Reminder: If it is over 15 days since you received your purchase you cannot return and get a refund for an order that is as it should be, for example you cannot get a refund simply because you do not want the item any more, or you damaged it yourself, or knew the item was faulty when you purchased it. (See 'Returns' section above.)
Once we have received your refund request we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
There is often some processing time before a refund is posted and contacting your bank can clarify whether the refund is on its way. If you’ve done this and you still have not received your refund yet, please contact us at sammackulinart@gmail.com.
EXCHANGES
We do not offer exchanges of items unless your item was faulty or damaged when it arrived to you. You have 30 days from receiving your order to request an exchange.