Maximum Crafts – Return & Refund Policy

We want you to be happy with your purchase. If you change your mind about an item, or there is a problem with your order, please contact us and we will do our best to help.

1. Our 30-day returns policy

We offer a 30-day return period for most products.

You have 30 days from the date you receive your order to contact us if you wish to return an item because you have changed your mind.

This is in addition to your statutory rights as a consumer.

For online purchases, you normally have a legal right to cancel your order within 14 days of receiving your goods without giving a reason. You then have a further 14 days to return the goods.

2. Conditions for returning an item

To be eligible for a change-of-mind return, the item should be returned in its original condition and packaging, where reasonably possible.

You may handle an item to the extent necessary to establish its nature, characteristics and functionality, in the same way that you would be able to inspect it in a shop.

If an item has been used or handled beyond what is reasonably necessary to inspect it, and its value has consequently been reduced, we may make a reasonable deduction from the refund to reflect that reduction in value, where permitted by law.

Please keep your proof of purchase.

3. How to request a return

Please contact us before sending an item back so that we can provide you with the appropriate return instructions.

You can contact us using the contact details provided on our website.

Please do not send a return without contacting us first, as this may delay the processing of your return.

4. Return postage

If you are returning an item simply because you have changed your mind, you will normally be responsible for the cost of returning the item to us, unless we have agreed otherwise with you.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where the problem is our responsibility, we will arrange or reimburse reasonable return postage as appropriate.

5. Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if:

• your item arrives damaged;
• you receive the wrong item;
• an item is faulty; or
• an item is not as described.

We will assess the problem and provide an appropriate remedy in accordance with your statutory consumer rights.

Your legal rights are not affected by this returns policy. Goods must be of satisfactory quality, fit for purpose and as described.

6. Sale items

Sale and reduced-price items are covered by the same statutory consumer rights as full-price items.

A sale item cannot be excluded from your legal rights simply because it was purchased at a reduced price.

If an item was reduced because of a particular fault or imperfection and this was clearly explained to you before purchase, that specific issue may affect your rights in relation to that fault.

7. Non-returnable items

Certain products may be excluded from cancellation rights where an exception applies under consumer law, for example personalised or bespoke items.

Where an item is not eligible for cancellation because of its nature, this will be clearly stated before you purchase it.

This does not affect your statutory rights if the item is faulty, not as described or otherwise does not meet the requirements of consumer law.

8. Refunds

Once we receive your returned item, we will inspect it and confirm whether the return has been accepted.

Where a refund is due, we will normally refund the amount to the original payment method.

For a cancellation covered by your statutory rights, we will refund the standard delivery charge originally paid by you. If you selected a more expensive delivery service, we only need to refund the cost of the standard delivery option.

Refunds required under your statutory cancellation rights will be made within 14 days of receiving the returned goods, or where applicable, receiving evidence that the goods have been returned.

Please allow additional time for your bank or payment provider to process the refund.

9. Exchanges

If you would like a different item, the simplest option may be to return the original item and place a new order for the item you would like.

If you would prefer an exchange, please contact us and we will let you know whether this can be arranged.

10. Your statutory rights

Nothing in this policy is intended to limit or exclude your statutory consumer rights.

Your legal rights remain unaffected if goods are faulty, not as described, not fit for purpose or otherwise fail to meet the requirements of applicable consumer law.

11. Contact us

If you have any questions about returning an item, please contact us using the contact details on our website.

We will be happy to help with any questions about your order or a return.