Refund policy

1. Returns & Refunds Policy

Please read the below policy and contact us before returning any items back to us.

At Curly Fern Art Studio, we take great care in producing high-quality bespoke gifts and want you to be delighted with your purchase. Curly Fern Art Studio makes both Standard non-personalised stock and Personalised / Bespoke items that are custom-made to order.

Your purchased products may vary slightly from the image of the products on our website.  The images of the products on our website are for illustrative purposes only.  Although we have made every effort to display colours accurately, we cannot guarantee that your computer’s/phone’s display of the colours accurately reflects the colour of the products.

Although we have made every effort to be as accurate as possible, as some of our products are hand-finished there may be slight imperfections in the surface, angles or thickness of the materials used.  We feel that this adds character to our products and are not covered by the returns policy

2. Personalised & Bespoke Items

Under the UK Consumer Contracts Regulations 2013, personalised or custom-made products are exempt from the standard 14-day cancellation right.

Because our engraved gifts are made specifically to your requested design, wording, or specifications, we are unable to accept returns or offer refunds for:

  • Change of mind
  • Incorrect information provided by the customer
  • Spelling, dates, or wording errors submitted at checkout
  • Design approval errors on proofs accepted by the customer

Please carefully check all personalisation details before placing your order.

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or differs from the details you provided, please contact us as soon as possible and within 14 days of delivery.

We may ask for:

  • Your order number
  • A description of the issue
  • Clear photographs of the item and packaging

Where a fault or error is confirmed, we will offer one of the following:

  • A replacement item
  • A repair where appropriate
  • A full or partial refund

This does not affect your statutory rights under the Consumer Rights Act 2015.

4. Returns costs for Faulty items (Standard Non – personalised & Bespoke)

A full refund, including original delivery cost and return delivery cost (return delivery method and price must be agreed between both parties before sending back the items) will be made if the items are damaged or faulty upon delivery (photos and further information may be requested before the return is agreed upon)

See also shipping policy (section 8) for more details

5. Order Cancellations

Orders for personalised or engraved products may only be cancelled before production begins.

Once production has started, cancellations will not be accepted due to the custom nature of the item/s.

Please note, production may take place outside normal working hours

If you need to request a cancellation, please contact us as soon as possible at:
sales@curlyfernartstudio.co.uk

6. Standard Non-Personalised Items

If you purchase a non-personalised item from us, you may return it within 14 days of receiving your order for a refund, provided:

  • The item is unused and in its original condition
  • It is returned in the original packaging where possible

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

See shipping policy for more details

7. Refunds due to change in product or terms

If Curly Fern Art studio have advised you of a change to product availability that alters your original purchase or we have told you of an error in pricing or description, a delay in delivery due to events outside our control then discussion can take place to agree a reduction in price or the option to cancel the order for a full refund.

(An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation the unavailability of raw materials at commercially reasonable prices, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport)

8. Return Process

To request a return or report an issue, please contact:

Please do not return items without contacting us first.

9. Refund Times

Approved refunds will be processed to the original payment method within 10 working days after the returned item has been received and inspected.

10. Business Orders

·        Orders placed by businesses, organisations, corporate clients, or trade customers are treated as business-to-business transactions.

·        By placing an order on behalf of a company, organisation, or other business entity, the person submitting the order confirms that they are authorised to act on behalf of that entity and to legally bind it to the purchase, these Terms and Conditions, and any associated payment obligations.

·        The business entity remains fully responsible for all orders placed by its employees, contractors, agents, or representatives using company details, regardless of any subsequent change in employment, role, or authority of the individual who placed the order. The departure, termination, or resignation of such individual does not invalidate the order or relieve the business entity of its payment or contractual obligations.

·        Consumer protection legislation, including cancellation rights under the Consumer Contracts Regulations 2013, does not apply to business purchases.

·        Business customers must inspect goods upon delivery and notify us of any damage, defects, shortages, or errors within 3 working days of receipt.

·        Due to the bespoke nature of engraved and personalised products, business orders are non-refundable and non-returnable unless faulty or supplied incorrectly.

·        Our liability for any business loss, including loss of profits, revenue, or indirect consequential loss, is excluded to the fullest extent permitted by law.

11. Contact Us

If you have any questions about this policy, please contact us at: