Returns and refunds
Every Sand & Spirit piece is handmade with care in my Berkshire workshop. I hope you love your order, but I understand that occasionally you may need to return an item or something may not be quite right.
This policy explains your rights and how I handle returns, cancellations, damaged items and refunds.
Standard items: returns and change of mind
If you purchase a standard, non-personalised item online, you have the right to change your mind and cancel your order within 14 days of receiving it.
Please contact me within 14 days of delivery to let me know that you wish to return your item. You can use my cancellation form or email me. You then have a further 14 days to return it to me.
Returned items should be unused, in their original condition and, where possible, in their original packaging.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to me. I recommend using a tracked postal service, as the item remains your responsibility until it reaches me.
Once your return has been received, your refund will be processed within 14 days. Refunds will be made using your original payment method.
Where applicable, your original standard delivery charge will also be refunded. If you selected an enhanced or express delivery service, I am only required to refund the equivalent cost of my standard delivery option.
I may make a deduction from your refund if an item has been handled beyond what would reasonably be necessary to inspect it and its value has been reduced as a result.
Personalised, bespoke and custom-made items
I love creating pieces that are personal to you.
Items that have been personalised or made to your individual specifications cannot normally be returned or exchanged simply because you have changed your mind.
This includes items made with specific colours, designs, wording or other features chosen specifically by you, as well as bespoke commissions and memorial pieces.
This does not affect your statutory rights. If a personalised or bespoke item is faulty, damaged or not as described, please contact me and I will put things right.
Handmade variations
Every Sand & Spirit resin piece is individually handmade and no two pieces will ever be exactly the same.
Slight variations in colour, pattern, finish, placement and detailing are a natural part of handmade products. For my beach-inspired pieces, the positioning of the sand, sea colours and wave detailing will vary from piece to piece.
Due to the nature of resin and the curing process, occasional tiny air bubbles or other minor handmade characteristics may also occur despite my efforts to minimise them.
These natural variations are part of the character of a handmade product and are not generally considered faults.
However, if you believe there is a genuine fault with your item, please contact me so that I can take a look.
Damaged, faulty or incorrect items
I take great care when making and packaging every order, but if your item arrives damaged, faulty or you receive the wrong item, please contact me as soon as possible.
Please include:
- Your name and order number
- A description of the problem
- Clear photographs of the item
- Photographs of the packaging if the item was damaged during delivery
I will review the issue and arrange the appropriate remedy, which may include a replacement, repair or refund depending on the circumstances and your statutory rights.
Where an item is faulty, damaged or not as described, I will cover reasonable return postage costs where a return is required.
Your legal rights under the Consumer Rights Act 2015 are not affected by this policy.
Faulty goods
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.
If an item is faulty, you may have the right to reject it and receive a refund within the first 30 days after delivery.
After this period, you may have the right to request a repair or replacement. Further rights may apply if a repair or replacement is unsuccessful or cannot reasonably be provided.
Nothing in this Returns & Refunds Policy limits or excludes your statutory consumer rights.
Cancelling an order before dispatch
If you need to cancel an order, please contact me as soon as possible.
For standard items, I will cancel and refund the order where possible.
For personalised, bespoke or custom-made products, please contact me immediately. Once work has begun on an item made specifically to your requirements, I may be unable to cancel the order.
Exchanges
If you would like to exchange an eligible standard item, please contact me and I’ll be happy to discuss the options available.
Personalised or bespoke items cannot normally be exchanged unless they are faulty or not as described.
Return postage
For change-of-mind returns of standard items, the customer is responsible for return postage costs.
If an item is faulty, damaged, incorrect or not as described, Sand & Spirit will cover reasonable return postage costs where a return is necessary.
Please contact me before returning an item so that I can provide the appropriate return instructions.
Refunds
Once an eligible returned item has been received, I will process your refund within 14 days.
Refunds will normally be issued to the original payment method used when placing your order.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Memorial jewellery and keepsake items
Due to the highly personal and bespoke nature of memorial jewellery and keepsake pieces containing ashes or other sentimental materials, these items cannot be returned or exchanged because of a change of mind.
Your statutory rights still apply if the finished item is faulty or not as described.
I strongly encourage you to contact me before ordering if you have any questions about a memorial piece. I am always happy to discuss your requirements before you entrust something precious to me. Please also see my Memorial Jewellery Terms & Returns Policy.
Questions or problems with your order
If you’re unsure about anything, please get in touch with your order number and details of your query. As a small business, I’d always prefer the opportunity to talk to you and resolve any problem personally.
This Returns & Refunds Policy does not affect your statutory rights.