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Returns and Refunds Policy

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Last updated: 18 May 2026

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1. Your rights under UK law

Your rights are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

  • If an item is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement or refund.

  • If you buy from us online, you have the right to cancel your order within 14 days of receiving it, even if you simply change your mind. [gov.uk]

Your statutory rights are not affected by this policy.

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2. Handmade nature of our products

All of our products are handmade papercrafted items.

Because of this:

  • Each item is unique and may include small imperfections

  • Colours, textures, and finish may vary slightly from photographs

  • No two items will be completely identical

These are natural characteristics of handmade goods and are not considered faults.

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3. Change of mind (online orders)

If you change your mind:

  • Notify us within 14 days of receiving your order

  • Return the item within 14 days of notifying us

Items must be returned in a condition suitable for resale.

Refunds will be issued within 14 days of us receiving the item back.

We will refund:

  • The purchase price

  • The cost of standard delivery (if paid)

Return postage costs are the responsibility of the customer unless the item is faulty.

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4. Faulty or incorrect items

If your item is:

  • Faulty

  • Damaged

  • Not as described

Please contact us as soon as possible.

You may be entitled to a refund, repair or replacement. Faults reported within 30 days are usually eligible for a full refund.

We will cover return postage costs in these cases.

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5. Non‑returnable items (unless faulty)

The following items cannot be returned for a change of mind:

  • Personalised or custom-made items

  • Perishable items

  • Sealed items which cannot be returned for hygiene reasons once opened

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6. How to return an item

To request a return, please contact:

Email: jules.handmadebyjules@gmail.com

Send returns to: 13 Drury Close, Bury St Edmunds, Suffolk IP30 9JE

Please include your order number and details of the return.

 

7. Refunds

Refunds will be made to your original payment method within 14 days of us receiving the returned item, or proof of return.

We may reduce the refund if the item has been used or handled more than necessary.

 

8. Contact details

If you have any questions:

Email: jules.handmadebyjules@gmail.com

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