Returns & Refund Policy

Last updated 29 July 2025

1. Overview

Because every item we make is personalised or handmade to order, it falls under the “bespoke goods” exception in UK consumer law. This means a change‑of‑mind return or cancellation is not available once production has begun.
We do, however, stand behind the quality of our work and will put right any error or fault on our part.

2. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or not as described, please email sale@kellysnicnaks.com within 7 calendar days of delivery and include:

Your order number
A clear photo of the issue
A brief description of the problem

We will offer, at our discretion:

- Repair or replacement of the item, or

- Full refund of the purchase price (including standard delivery costs)

3. Return Shipping for Faulty Goods

- If we ask you to return the item, we will provide a prepaid return label or refund reasonable postage costs.

- Items must be returned in their original (or similarly secure) packaging to prevent further damage.

4. Non‑Returnable Items

We cannot accept returns, cancellations, or exchanges for:

- Custom mugs and cold cups once design work or printing has started

- Personalised tarot items, bookmarks, keyrings, picture slates, or any product with custom text, images, or colours chosen by you

- Items damaged through misuse or normal wear and tear

5. Processing Times

Once we have approved a refund or replacement:

- Replacements are produced and dispatched within 7 working days (subject to stock).

- Refunds are processed to your original payment method within 5 working days of approval. Banks may take additional time to show the credit.

6. Statutory Rights

Nothing in this policy affects your statutory rights under UK law.