Returns & Refunds Policy

Last Updated: 25/09/2026

1. Overview

We want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and the process for returning products purchased from [Business Name].

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

2. Your Right to Cancel

If you are purchasing as a consumer, you generally have the right to cancel your order within 14 days of receiving your goods.

To cancel an order, please contact us using the details below before the end of the cancellation period.

Contact Details

Email: byfaerynuff@gmail.com

3. Returning Items

After notifying us that you wish to cancel, you must return the goods within 14 days.

Items should be:

  • Unused and in a resaleable condition where possible.

  • Returned with original packaging where possible.

  • Adequately packaged to prevent damage during transit.

We recommend obtaining proof of postage for all returns.

4. Return Address

Please return items to:

byfaerynuff@gmail.com

Do not send returns without contacting us first.

5. Refunds

Once we receive and inspect the returned item, we will process any refund due.

Refunds will:

  • Be made using the original payment method.

  • Usually be processed within 14 days of receiving the returned goods.

  • Include the original standard delivery charge where required by law.

We may reduce the refund if the item has been handled beyond what is reasonably necessary to inspect it.

6. Faulty, Damaged or Incorrect Goods

If an item arrives:

  • Damaged

  • Faulty

  • Not as described

  • Incorrectly supplied

Please contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Photographs where applicable

Where a product is confirmed as faulty, damaged, or incorrectly supplied, we will offer an appropriate remedy, which may include:

  • Replacement

  • Repair

  • Full refund

We will cover reasonable return postage costs for faulty or incorrectly supplied goods.

7. Non-Returnable Items

Unless faulty or not as described, we cannot accept returns of:

  • Personalised or custom-made products.

  • Perishable goods.

  • Products sealed for health or hygiene reasons once opened.

  • Gift cards or vouchers.

  • Any products specifically identified as non-returnable at the time of purchase where permitted by law.

8. Late or Missing Refunds

If you have not received a refund:

  1. Check your bank account again.

  2. Contact your card provider or payment provider.

  3. Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us.

9. Exchanges

We only replace items if they are:

  • Defective,

  • Damaged, or

  • Incorrectly supplied.

If you require an exchange, please contact us before returning the item.

10. Return Shipping Costs

Unless an item is faulty, damaged, or incorrectly supplied:

  • Customers are responsible for return shipping costs.

  • Original delivery charges are non-refundable except where required by law.

11. Contact Us

For all return and refund enquiries, please contact:

Alison Archer t/a By Faerynuff

byfaerynuff@gmail.com