Refunds & Returns
We hope you are delighted with your order. However, if you change your mind or experience a problem with an item, this page explains your cancellation, return and refund rights.
Shop With Confidence
Nothing in this policy affects your statutory rights under UK consumer law.
Please contact us before returning an item so that we can provide the correct return instructions and return address.
How a Standard Return Works
For most non-personalised products, you can tell us that you wish to cancel within 14 days of receiving your order.
Contact Us Within 14 Days
Tell us that you wish to cancel your order within 14 days of receiving the goods.
Please include your name, order number and the item or items you would like to return.
Receive Return Instructions
We will provide the relevant return instructions and tell you where the item should be sent.
Please do not return items to us without first contacting our customer service team.
Return the Goods
Once you have told us that you wish to cancel, you have a further 14 days to return the goods.
We recommend obtaining proof of postage and keeping it until your return has been completed.
Refund Processed
Once the returned goods have been received and checked, an approved refund will be issued to your original payment method.
14 Days to Cancel
For eligible non-personalised products, contact us within 14 days of receiving your order.
14 Days to Return
After notifying us, you then have a further 14 days to send the goods back.
Original Payment Method
Approved refunds are returned to the same payment method used when the order was placed.
Condition of Returned Items
Please take reasonable care of products while they are in your possession.
Items Should Be
- Unused
- Undamaged
- In a resalable condition
- Returned with original packaging where reasonably possible
- Carefully packaged for the return journey
Please Be Aware
You may inspect an item in the same way that you would in a physical shop.
We may reduce the refund if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and suitability.
You are responsible for the returned goods until they reach us.
Natural Handmade Variations
Our wax seals and other handmade products are individually created. Slight variations in shape, size, colour, texture, positioning and finish may occur.
These variations are part of the handmade nature of the product and are not normally considered faults where the item remains consistent with its description.
Colours may also appear slightly different depending on lighting, photography, screen settings and material batches.
Made Especially for You
Personalised, bespoke or made-to-order items cannot normally be returned simply because you have changed your mind.
This may include items created using your chosen:
- Name or wording
- Design or colour combination
- Measurement or size
- Quantity
- Other bespoke instructions
This exception does not apply where an item is faulty, damaged, incorrect or not as described.
Cut, Printed or Altered Materials
Some materials may be prepared specifically to meet a customer’s requirements.
Ribbon and Cut Materials
Ribbon or other materials cut to a requested length may be treated as bespoke and may not be eligible for a change-of-mind return.
Paper and Envelope Liners
Paper, liners or inserts that have been cut, printed or altered to a requested size or specification may not be eligible for return.
Standard Products
Standard, unaltered and non-personalised products remain subject to the usual cancellation rights described in this policy.
Something Wrong With Your Order?
Please contact us as soon as possible if an item arrives faulty, damaged, incorrect, incomplete or not as described.
Please Send Us
- Your name
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the packaging where relevant
We May Offer
- A replacement
- A repair where suitable
- A full refund
- A partial refund
- Reasonable return postage where applicable
How Refunds Are Processed
Return Received
We will inspect the returned item and confirm whether the refund has been approved.
Refund Issued
Approved refunds will be made to the original payment method used for the purchase.
Payment Provider Processing
Your bank or payment provider may require additional time before the refund appears in your account.
Who Pays the Return Cost?
For change-of-mind returns, customers are responsible for the cost of returning unwanted goods.
Where an item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs where we have asked you to return the product.
Where required by law, original standard delivery charges will be refunded. Additional charges paid for express delivery may not be refundable beyond the cost of our standard delivery option.
Cancelling Before Dispatch
Please contact us as soon as possible if you wish to cancel or amend an order.
Where an order has not yet been processed, made, personalised or dispatched, we will try to cancel it for you.
Cancellation cannot be guaranteed once:
- Production has begun
- Personalisation has started
- Materials have been cut or prepared
- The order has been packed
- The order has been dispatched
Exchanges
We do not offer automatic exchanges through our website.
Where you would like a different size, colour or product, please contact us.
In most cases, you will need to return the original eligible item and place a new order.
Personalised or made-to-order products cannot normally be exchanged unless they are faulty, damaged, incorrect or not as described.
Returned to Sender
An order may be returned to us if:
- The address was incorrect or incomplete
- The parcel was refused
- The parcel was not collected
- Delivery could not be completed
A further delivery charge may apply before the order is resent.
Personalised goods may not be refundable simply because they were not collected or an incorrect address was supplied.
Non-Returnable Items
Unless faulty, damaged, incorrect or not as described, we cannot normally accept change-of-mind returns for:
- Personalised products
- Bespoke or custom-made products
- Items made to individual specifications
- Cut, printed or altered materials
- Used or damaged goods
- Items no longer in a resalable condition
Contact Karma Krafts
Please contact us before returning an item and include your name, order number and details of the product you wish to return.