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Refund and Returns Policy

Returns & Refunds Policy

Effective date: 16 January 2026

This Returns & Refunds Policy applies to all purchases made through https://www.hastingwoodbasketworks.com/ (“we”, “us”, or “our”). This policy is intended to comply with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Please read this policy carefully before placing an order.

1. Standard (Non‑Custom) Products

We take great care in the quality of our baskets and want you to be satisfied with your purchase.

Returns

  • You may request to return a standard (non‑custom) product within 14 days of delivery, in line with your statutory right to cancel under UK consumer law.

  • Returned items must be unused, undamaged, and in their original condition and packaging.

Refunds & Credits

  • Upon receipt and inspection of the returned item, we will issue either:

    • a refund to the original payment method, or

    • a store credit, at your choice.

  • Original shipping costs are non‑refundable.

  • The cost of return shipping is the responsibility of the customer, unless the item is faulty or incorrect.

2. Custom‑Made Products

Many of our baskets are made to order based on individual customer specifications.

No Returns on Accepted Custom Orders

  • Custom‑made products are non‑returnable and non‑refundable under the Consumer Contracts Regulations once delivery has been accepted, provided that:

    • the order was produced in line with the agreed brief, and

    • the product is free from defects.

By placing a custom order, you acknowledge and accept that bespoke items cannot be resold and are therefore excluded from standard return rights.

3. Faulty or Damaged Items

If your order arrives damaged or faulty, or if you receive an incorrect item, please contact us within 48 hours of delivery with:

  • your order number, and

  • clear photographs of the issue.

Where a fault is confirmed, we will offer a repair, replacement, or refund, including applicable shipping costs.

4. How to Request a Return

To request a return or report an issue, please contact us via the details provided on our website, including your order number and reason for return. We recommend retaining proof of postage for any returned items.

5. Statutory Rights

This policy does not affect your statutory rights under UK consumer protection laws.

If you have any questions about this policy, please get in touch before placing your order.