We do not offer refunds for personalised or custom-made items unless your item has arrived faulty or not as described. This is as per your legal rights under the Consumer Rights Act 2015..
Replacement – If you want to have the item replaced, we will require a photograph to show what the error/damage is with the product. Depending on the damage/issue, we may ask for the item to be returned to us, but this is not necessary in all cases. If this happens, on receipt of the item, we will refund you the postage for the product being returned. We will only refund the cheapest postage option available according to the size and weight of the product, so please take this into consideration when selecting your posting method. Once this has been finalised, we will get a new item made up and sent out to you ASAP. We reserve the right to determine whether or not the item needs to be returned to us before proceeding with your replacement.
Refund – If you want to have the money refunded, we will require a photograph to show what the error\damage is with the product. Depending on the damage/issue, we may ask for the item to be returned to us, but this is not necessary in all cases. If this happens, on receipt of the item, we will refund you for both the initial purchase and the postage for the product being returned. We will only refund the cheapest postage option available according to the size and weight of the product, so please take this into consideration when selecting your posting method. We reserve the right to determine whether or not the item needs to be returned to us before proceeding with your refund.
If on receipt of the product, we can see that there has been intentional/reckless damage caused by you, we will
not refund or replace the item.
If the item arrives to you damaged and it appears to be caused by the courier, we may ask for assistance in
submitting a claim – such as photographs of the damage and packaging etc. to allow us to submit a claim with
them. You will not be asked to submit the claim. This will also not affect the process as outlined above to
receiving a refund or replacement.
Please do not contact us for a refund or replacement on an item that has not arrived within 30 days unless we (you and The Mothercraft) have agreed a different date prior. We aim to have small orders finalised and out within 3 – 5 working days, however, we legally have 30 days to have your product with you from the date of purchase. We will not action any requests for a refund or replacement within the 30 days unless otherwise agreed.