Returns, Refunds & Cancellations

Important Information

The new Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 came into force on the 13th June 2014. It is a requirement that all customers have access to a downloadable information sheet that sets out clearly my returns policy and returns procedure and in addition, a cancellation form should you wish to exercise your right to cancel. Please click here for a downloaded PDF version of this form.

Right To Cancel

I am confident that you will be delighted with your order.  However, if you are not completely satisfied with your purchase for any reason, you can cancel your contract and receive a reimbursment.

Under the Consumer Contracts (Information, Cancellation andAdditional Charges) Regulations 2013 you have the right to cancel your contract within 14 days without giving reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physcial possession of the goods.

To exercise the right to cancel, you must inform me, at Donna's Crafting Corner, 53 Marigold Crescent, Dudley, West Midlands, DY1 3PU, or by email to donna@donnascrafting of your decision to cancel your contract by a clear statement (e.g. a letter sent by post, fax or email or by completion of my cancellation form).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of your right to cancel before the cancellation period has expired.

In the event of a dispute the burden falls upon you as the customer to prove that you did indeed cancel within the cancellation period.  It is advisable for customers to have durable proof that such a request was made as proof will be required if a dispute occurs.

Exceptions To The Right To Cancel

Refunds on orders that have been personalised cannot be returned for a refund unless damaged.  I cannot be held responsible for any order that a customer has placed in error and it remains the customer's responsibility to ensure that personalised details are correct at the time of ordering and to further ensure upon receiving your order confirmation that any such errors are reported promptly.  Should you wish to cancel your order prior to dispatch, I only agree to provide you with a reimbursment should your order not have already been personalised.

Effects Of Cancellation

If you cancel your contract, I will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by me).

I will make the reimbursment without undue delay, and not later than -

(a) 14 days after the day I receive back any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods , or

(c) if there were no goods supplied, 14 days after the day on which I am informed about your decision to cancel this contract.

I will make the reimbursment using the same means of payment as you used for the initial transaction.

I may withhold reimbursment until I have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. It remains the responsibility of the buyer to provide proof of cancellation. If I do not receive your goods back and proof of return cannot be supplied, I am under no obligation to provide a refund.

You shall send back the goods to Donna's Crafting Corner, 53 Marigold Crescent, Dudley, West Midlands, DY1 3PU without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to me. The deadline is met if you send back the goods before the period of 14 days has expired.

I make no offer to collect the goods from you.  You will have to bear the direct costs of returning the goods, except where the item was received either damaged or in error, or where you can prove that the item has been mis-represented or poorly described.  In these circumstances, both the original delivery and return postage costs will be refunded. 

Where postage costs are refundable, costs will only be re-imbursed to the value of the least expensive kind of delivery offered by me, this currently being 2nd class Royal Mail Standard Delivery.

Replacement Orders

Replacements for damaged or incorrectly received cards will be posted at no further cost to the buyer and will be subject to normal processing times.   Should you not wish to receive a replacement, you will be reimbursed in full.  Where replacement items are dispatched, you have 14 days after delivery of your order to return it, if you so wish.  Your right to cancel and receive a full refund ends 14 days after the day on which you receive your replacement order.

Orders Lost In Transit

If your order does not arrive, you should contact me within a reasonable time after delivery would be expected.  Sufficient time will be required to trace and identify what has happened to the order.  Should your order not be located, a replacement or refund will be issued, unless I have confirmation that delivery has been made via a traceable method of posting such as Royal Mail Recorded (Signed for) delivery.

Returning Your Order

Package your items securely and include your packing slip.  Customers are advised to return orders in their original outer packaging where possible and to ensure that the package is sufficiently robust to avoid damage in transit.

All returns should be addressed to Donna's Crafting Corner, 53 Marigold Crescent, Dudley, West Midlands, DY1 3PU.

Customer Duty To Take Care Of Goods

You, as the customer have a right to inspect and assess the items you have received as you would if purchasing from a shop.  All cards are supplied in clear grip seal bags to allow for easy inspection of the items and I would ask that where possible all items are returned in their original packaging.

If the value of any returned goods are diminished by any amount as a result of handling the goods by the buyer beyond what is necessary to establish the nature, characteristics and functioning of the goods,  I reserve the right to recover that amount from the buyer up to the contract amount.

When you, as the customer return cards, you must take reasonable care to ensure that they are packaged securely to avoid damage in transit.

Handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop.