We want you to be pleased with your purchase. Contact huw.shields@huwshields.com or 07976024013 if you need help with an order. This policy covers consumer purchases of physical goods and does not restrict your statutory rights.
Changing your mind
For ordinary online purchases, you may cancel without giving a reason from the time the contract is made until 14 days after the day you, or a person you nominate other than the carrier, receive the goods. If goods from one order arrive separately, the period normally runs from receipt of the last item. Legal extensions apply where a deadline falls on a non-working day.
Tell us clearly that you wish to cancel by emailing huw.shields@huwshields.com, or contacting us on 07976024013. Sending your cancellation before the deadline is sufficient. You may use the form below, but do not have to. An order number helps us locate the purchase but is not a condition of exercising your rights.
Sending goods back
Send the goods back without undue delay and within 14 days after telling us you are cancelling, unless we have agreed to collect them.
Return address: Creative Endeavours, 209 Galmington Road, Taunton, Somerset, TA1 4SS
For a change-of-mind cancellation, you pay the direct return postage cost. We pay reasonable return costs when goods are faulty, damaged on arrival or not as described. If an item cannot normally be returned by post, we will tell you the return cost before purchase.
Pack items securely. Original packaging is helpful if you still have it, but is not compulsory. Please keep proof of posting; tracked delivery is sensible for valuable items. You do not need prior authorisation or a returns number to exercise a legal cancellation right.
Refunds following cancellation
We refund without undue delay. Where you send goods back, we may wait until we receive them or you provide evidence that you sent them, whichever happens first. We refund within 14 days of that earlier event. If there are no goods to return, or we have offered to collect them, we refund within 14 days after being told of cancellation.
When you cancel the whole order, we refund the standard outbound delivery charge. If you chose a more expensive service, we need only refund the least expensive standard delivery option we offered. For part-order cancellations, contact us about the delivery amount attributable to the returned goods.
Refunds use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee. We do not deduct a cancellation or restocking fee for exercising your legal right to cancel.
You may handle goods as reasonably necessary to establish their nature, characteristics and function, as you could in a shop. Where the law permits, we may reduce the refund for loss in value caused by additional handling. This does not apply if we failed to give the required cancellation information.
Handmade and personalised goods
A ready-made bowl, box, knitted or crocheted item is not excluded from cancellation simply because it is handmade or unique. The change-of-mind right can be excluded for goods made to your specifications or clearly personalised. We will explain any applicable exception before you order. A choice from standard options does not automatically make a purchase exempt. Faulty-goods rights still apply to personalised goods.
Faulty goods and items not as described
Goods must be of satisfactory quality, fit for their intended or agreed purpose and as described. If they do not meet these requirements, you normally have a short-term right to reject them for a refund within 30 days of delivery. Depending on the circumstances and timing, you may instead or subsequently have rights to repair, replacement, a price reduction or a refund. The 14-day change-of-mind period does not limit these rights.
Contact us with details of the problem and reasonable proof of purchase. An order email or payment record can be used; an original paper receipt is not essential. We will arrange or reimburse reasonable return costs where we are legally responsible. Refunds due after a valid rejection are made without undue delay and within 14 days after we agree you are entitled to them.
