Refund policy

Returns for a change of mind

In-stock works can be returned for change of mind if you contact us within 7 calendar days after delivery. The work must be unused, in the condition you received it, and returned in its original packing once you have our return instructions. You pay the original delivery charge and a tracked, fully insured return shipment.

Made-to-order and reserved works

Made-to-order, personalised, altered, specially sourced or reserved works cannot be returned for change of mind once work has begun or the reservation is confirmed.

This does not affect a claim for damage, a material difference from the written order or any right that cannot lawfully be limited.

If a piece arrives damaged

Please inspect the outer package before accepting it, and note any visible damage on the carrier's record. Photograph every side of the unopened package, the label, the inner packing and the work, and keep all packing. Report the damage within 72 hours of delivery by emailing your order reference and photos to contact@craftedwondersart.com; hidden damage should be reported as soon as it is discovered. An unedited unpacking video helps but is not required.

Depending on the case we will offer repair, replacement, an agreed price adjustment, or return and refund, and we cover reasonable return costs when a work arrives damaged.

Incorrect work or a material difference

We will review the work, packing and carrier record with you. Depending on the work and the issue, the resolution may be a repair, replacement, agreed price adjustment, or return and refund. We cover reasonable return costs when the wrong work was sent or the work arrived materially different from the written order.

Before sending a return

Please contact us before sending anything back so we can confirm the return address, carrier and insurance requirements. Include your order reference, the work, the reason for your request and relevant photographs. Unauthorised or uninsured returns may delay a claim.

Refunds

When we have received and checked the work, we refund its price to your original payment source within 14 calendar days, although your bank may take longer.

On a change-of-mind return, import VAT, customs duty and other destination charges are not refunded by Crafted Wonders, although you may be able to reclaim them from the relevant authority.

Your written order and your rights

The written quotation or order confirmation can add work-specific terms for packing, insurance, delivery, returns or dispute handling. Those terms take priority for that order, except where mandatory law gives you a right that cannot be limited. Nothing in this policy removes consumer rights that cannot legally be excluded.

For packing, delivery and transit insurance, read our Shipping policy.