Return and Refund Policy for Craft & Hue

UK ONLY

At Craft & Hue, we take great care in creating personalised and customised products to ensure they are as unique as your lifestyle. Due to the bespoke nature of our items, we only accept returns for products that are faulty, damaged, or defective.

Please note, we cannot provide refunds or replacements for items that are on sale

Cancellations for Personalised Goods

As our products are personalised and customised, they are exempt from the 14-day cancellation period under the Consumer Contracts Regulations 2014. However, this does not affect your right to a refund for faulty, damaged, or defective products.

Materials and Craftsmanship

Our 3D-printed products are crafted from biodegradable PLA (polylactic acid) derived from plant-based materials like corn starch and sugar cane. While biodegradable in industrial settings, PLA is durable enough to create lasting, cherished designs.

Given the custom nature of our 3D-printed products, minor imperfections such as small marks, slight colour variations, or texture inconsistencies may occur. These unique characteristics reflect the handmade nature of our pieces and are not considered faults. Each creation tells its own story, and we meticulously inspect every item to ensure quality before it reaches you.

To minimise waste, if you no longer need your product, we encourage you to explore local recycling options or PLA disposal services where available.

Concerns or Damages Upon Arrival

We kindly request that you inspect your order immediately upon arrival. If you experience any issues, such as damage, defects, or receiving the incorrect item, please contact us within 48 hours of delivery at info@craftandhue.com.

To help us resolve your concern efficiently, include photos or videos clearly showing the issue.

Important Note: If you use a third-party courier to forward your order after it has been delivered to the address specified at checkout, Craft & Hue will not be liable for any damages that may occur during the forwarding process.

Replacements

Your satisfaction is important to us. If a replacement is necessary, we will arrange this promptly and keep you updated throughout the process. In some cases, we may ask you to return the original item for inspection before issuing a replacement.

If a return is required, we will provide clear instructions, including the return address, to ensure a smooth process.

Refunds

If a refund is approved (e.g., for a faulty product), it will be processed to your original payment method. Please note that return and cancellation costs are the customer’s responsibility unless the item is faulty.

For faulty, damaged, or defective products, Craft & Hue will cover the cost of return shipping. For all other returns (if applicable), the customer will be responsible for return shipping costs.

Once the returned item has been inspected, we will notify you of the outcome. Please allow sufficient time for your bank or credit card provider to process the refund after it has been issued.

Delivery Delays

We aim to deliver your order within the specified timeframe. However, we cannot be held responsible for delays caused by courier services, customs, or other unforeseen circumstances.

Limitation of Liability

Craft & Hue’s liability is limited to the purchase price of the product. We are not liable for any indirect, incidental, or consequential damages arising from the use of our products.

Dispute Resolution

In the event of a dispute, we will endeavour to resolve the matter amicably. If a resolution cannot be reached, you may refer to the UK’s Alternative Dispute Resolution services or the Small Claims Court, as applicable.

Your Rights

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