Refund policy
Returns & Refunds Policy
We really hope you love your Ginger Hare order, but if something isn’t quite right, we’re here to help.
This Returns & Refunds Policy applies to purchases made directly from Ginger Hare Craft Company through our website. If you purchased through Etsy, please contact us through Etsy so that your return or issue can be handled through the appropriate order.
Returns for Non-Personalised Items
We offer a 30-day return period on eligible non-personalised items. This means you have 30 days from receiving your order to contact us and request a return.
To be eligible for a return, your item should be unused, in its original condition and, where reasonably possible, returned in its original packaging.
Please contact us before sending anything back:
If your return is accepted, we will provide you with the return address and instructions for sending your item back.
Please do not send items back without contacting us first, as we need to identify and process your return correctly.
Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of return postage.
We recommend using a tracked postal service when returning an item, as we cannot be responsible for returned parcels that do not reach us.
Personalised & Custom-Made Items
As many of our products are created especially for you, personalised and custom-made items cannot normally be returned or refunded simply because you have changed your mind.
This includes products made with names, dates, wording, photographs, bespoke details or other personalisation supplied when ordering.
This does not affect your statutory rights. If a personalised item is faulty, damaged, incorrectly made by us or not as described, please contact us and we will put it right.
Please Check Your Personalisation Carefully
We create personalised products using the information supplied when your order is placed and we do not routinely send proofs before production.
Please carefully check names, spelling, dates, punctuation and any other personalised information before submitting your order.
If your item has been made correctly using the information you supplied but you later discover that you made an error, we are unable to replace the item free of charge.
However, please contact us. Where possible, we may be able to offer a discounted replacement, with the cost of postage added separately.
If we have made an error with your personalisation, we will of course correct the mistake at no additional cost to you.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item arrives damaged, is faulty, is not as described or you have received the wrong item, please contact us as soon as possible at:
Where possible, please include your order number and clear photographs showing the problem. This helps us resolve things as quickly as possible.
Where an item is faulty, damaged or incorrectly supplied by us, we will offer an appropriate remedy in accordance with your consumer rights. This may include a replacement, refund or another suitable solution depending on the circumstances.
If an item arrives damaged in transit, we will normally be able to arrange a replacement without requiring you to return the damaged item. We may ask you to provide photographs of the item and its packaging so that we can assess the damage and, where appropriate, raise the issue with the delivery provider.
Natural Variations
Some Ginger Hare products are made using natural materials, including wood.
Natural differences in wood grain, colour, shade, texture, knots or markings are part of the character of the material and mean that individual products may vary slightly from photographs or from one another.
These natural variations are not considered faults or defects.
Exchanges
If you would like to exchange an eligible non-personalised item, please contact us at:
We will let you know what options are available.
Personalised or custom-made products cannot normally be exchanged unless they are faulty, damaged, incorrectly made by us or not as described.
Sale Items
Sale and discounted items are subject to the same statutory consumer rights as full-price products.
Non-personalised sale items may also be returned under our 30-day returns policy, subject to the conditions above.
Personalised or custom-made sale items remain non-returnable for change-of-mind reasons.
Refunds
Once we receive your return, we will inspect it and let you know when your refund has been processed.
Approved refunds will be made to your original payment method.
For eligible cancellations covered by UK distance-selling rules, refunds will be processed within the legally required timeframe.
Where applicable, the cost of our standard delivery service will also be refunded. If you selected a more expensive premium or express delivery method, we are only required to refund an amount equivalent to our standard delivery charge.
Please be aware that your bank, card provider or payment provider may take additional time to show the refund in your account after we have processed it.
Your UK Consumer Rights
Nothing in this policy limits or removes your statutory rights under UK consumer law.
For eligible non-personalised goods purchased online, UK consumers generally have a legal right to cancel an order within 14 days of receiving it and then have a further 14 days to return the goods.
Personalised or custom-made products are generally excluded from this change-of-mind cancellation right.
Your statutory rights still apply if an item is faulty, damaged, not as described or otherwise does not meet the standards required by law.
Contact Us
If you have any questions about a return, refund, exchange or problem with your order, please contact us:
Ginger Hare Craft Company
Email: info@gingerharecraftco.co.uk
We’re always happy to help and will do our best to resolve any problems fairly and quickly.