Returns Policy

1.       Credit

1.1    This document was created using a template from Docular (https://docular.net).

2.       Introduction

2.1    You have the right to return goods providing you tell us within 14 days of receiving the product(s). Under the latest Directive put in place is the Directive 2011/83/EU, adopted in October 2011, and implemented in the UK through The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 of the Sales and Goods Act 1979.

2.2    We have created this policy to enable you to return products to us in appropriate circumstances.

2.3    This policy shall apply to all oustomers.

2.4    This policy shall apply to all orders submitted through our website contact form via telephone or direct email.

2.5    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

3.       Returns

3.1    If you have no other legal right to return a product(s) and receive a refund or credit note, then you will nonetheless be entitled to return a product(s) to us and receive a refund in accordance with this policy if:

(a)    we receive the returned product(s) within 28 days following the date of dispatch of the product(s) to you;

(b)    the returned product(s) has been damaged while in transit however if we believe that the damage has been caused by your handling the product(s) in an unacceptable manner then we will not offer a refund;

(c)    you comply with the procedure set out in this policy in relation to the return of the product(s); and

(d)    none of the exclusions set out in this policy apply.

4.       Returns procedure

4.1    In order to take advantage of your rights under this policy, you must contact us to obtain a cancellation form via the website contact form or direct email (all contact details can be found on the website) and then send the product to us with the completed cancellation form, which can also be emailed.

4.2    With our custom made bespoke pieces, your 14 days to cancel starts from the date you place your order. After 14 days if you cancel, you'll still be charged the full price. This doesn't affect your statutory legal rights.

4.3    Products returned under this policy must be sent by Royal Mail Signed For delivery to Misehandmade, 37 Chester Avenue, Whitehead, BT38 9QJ.

4.4    You will be responsible for paying postage costs associated with returns under this policy.

4.5     Please note that it is the customer who is responsible for return shipping fees and we cannot take responsibility for the delivery time or loss of a returned package, so we recommend using tracking numbers to insure your package is returned to us

5.       Exclusions

5.1    The following types of product may not be returned under this policy:

(a)    any product made to your specification;

(b)    any product made to order

(c)    any product personalised or adapted for you; or

(d)    any product damaged due to your handling of the product(s) in an unacceptable manner.

6.       Refunds

6.1    We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

6.2    We will refund to you the original delivery charges relating to the returned product minus any packaging costs (a standard £8 deduction). 

6.3    You must inform us once delivery of the piece(s) is received or a refund due to 'damage in transit' will not be an option.

6.4    We will not refund to you any costs you incur in returning the product to us unless it was damaged in transit and we will arrange a collection or if you return it, keep a proof of delivery and we can include these return costs with your refund.

6.5    We will usually refund any money received from you using the same method originally used by you to pay for your purchase,

6.6    We will process the refund due to you as soon as possible and, in any event, within 30 days (dependant on the method of payment and Financial Institution you bank with, please see your own Bank for Terms and Conditions) following the day we receive your returned product

7.       Improper returns

7.1    If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

8.       Our details

8.1    This website is owned and operated by Seanna O'Boyle-Irvine.

8.2    Our principal place of business is at 37 Chester Avenue, Whitehead, BT38 9QJ.

8.3    You can contact us:

(a)    by post, using the postal address given above;

(b)    using our website contact form;

(c)    by telephone, on the contact number published on our website; or

(d)    by email, using the email address published on our website.