Artisan Product Return & Refund Policy

1. 14-Day Statutory Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, UK customers have the statutory right to cancel an online order for any reason within 14 calendar days, starting the day after you (or a designated third party) physically take delivery of the goods.

To exercise this right, you must notify us of your decision to cancel before the 14 days expire. You can do so by sending an email to sales@flexshopltd.com with your order details.

2. 30-Day Right to Reject Faulty or Damaged Goods

Under the Consumer Rights Act 2015, all items supplied must be of satisfactory quality, fit for purpose, and as described. If an item arrives damaged, defective, or not matching its description:

• Within 30 Days: You are entitled to an immediate, 100% full refund or free replacement including return shipping costs.
• Within 6 Months: If an artisan item develops a defect due to workmanship within 6 months, we will repair or replace it at no charge. If that is not possible, a full or appropriate partial refund will be provided.

3. How to Return an Item to our Worthing Workshop

1. Request a Return Authorisation: Email sales@flexshopltd.com quoting your order reference (e.g. UK-COD-123456) and the items you wish to return.
2. Receive Royal Mail Return Label: We will email you a prepaid or standard Royal Mail Tracked return label and barcode.
3. Pack the Items Securely: Repack the items carefully in their original packaging with protective materials to avoid transit damage.
4. Post at any Royal Mail Post Office or Parcel Box: Drop your parcel at any local Post Office and retain your posting receipt.

4. Refund Methods (Card Payments & Cash on Delivery)

Once your return is received at our Worthing facility and inspected, we will issue your refund without undue delay, and in any event no later than 14 days after receiving the returned goods:

• For Orders Paid via Cash on Delivery (COD): Because cash was handed to the courier, refunds are paid directly into your UK bank account via secure BACS transfer (clearing within 2-3 business days) upon providing your account details, or as a store credit gift code.
• For Orders Paid via Card/Online: Refunds are reversed directly to the original card or payment account within 3 to 5 business days.
• Zero Restocking Fees: We never charge restocking or administration fees for UK consumer returns.

5. Non-Returnable & Excluded Items

In accordance with Section 28 of the Consumer Contracts Regulations 2013, the right to cancel does not apply to:

• Bespoke or custom-engraved items made to your personalized specifications (e.g. customized names on cutting boards).
• Sealed items unsealed after delivery that are unsuitable for return due to health protection or hygiene reasons (e.g., opened silk hair accessories).

6. Official Returns Postal Address & Contact