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Refund policy

 

Customer Care

We at Buttercup want to provide you with something special. We put a lot of love and care into all of our products, which are all made in our family home. That is why we are committed to creating unique gifts to compliment those special moments in our lives. If, for whatever reason, you are unhappy with your product, then please get in touch with us via the contact page. We want to ensure that you are entirely happy with your product, and will work with you to make it right. 

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A Note to the Reader

The below is all for legal cover and helps us understand our quality targets. The writing is very informal and often 'stand-offish'. We believe we are very approachable people and would be more than happy to speak directly about any issues you may be having with our services / products. Please feel free to get in touch using our contact page or email us at info@buttercupcraftshop.co.uk.

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Changes to Personalisation

We reserve the right to arrange any personalised text / images or any other content within our products based on your order. We will not alter any of the text other than the addition or removal of punctuation where we see fit. We will never alter the design in a way that would affect the product you have selected. Fonts will remain the same as those shown when purchased.

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Due to the natural nature of our materials, your product may contain unique grains and natural defects. We place each individual product onto our machinery and make every effort to ensure the product will be of high quality. We check all of our products and will not release any product that is obscured by natural defects.

 

Return & Exchange Policy

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
 

Definitions

For the purposes of this Return and Refund Policy:

• Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Buttercup Craft Shop, 10 Pembridge Close, TF2 8DJ..

• Goods refer to the items offered for sale on the Service.

• Orders mean a request by You to purchase Goods from Us.

• Service refers to the Website.

• Website refers to Buttercup Craft Shop, accessible from www.buttercupcraftshop.co.uk

• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

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Your Order Cancellation Rights

​Where a design proof has been created for You, We reserve the right to charge up to 50% of the value of the order if you wish to cancel before production of the Goods takes place.

For many items, You have the legal right to cancel the order within 7 working days of receiving the Goods. This does not apply to certain items that We have made / manufactured, personalised or customised specifically for You. It does not apply to perishable Goods. If You wish to cancel the order you can notify Us through the website. This must be before the Goods have been sent into production which is usually within 1-2 days.

Where Goods have already been produced and delivered, the Goods must be returned to us in accordance with the 'Conditions for Returns' & 'Returning Goods' sections below. Please note: In order to provide a fast service some products are immediately sent for design and production. Please check the order on screen and the confirmation email carefully as we cannot refund Goods which have been miss-spelt.

We reserve the right to cancel the order at any time and issue a full refund. The provisions of this clause do not affect your statutory rights.

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What to do if your order is late or has not yet arrived

We endeavour to dispatch within the given timeframes which can be found within the item description and again at the checkout. Please read this carefully as postage time is additional to the time it take us to make our products. Please note that during busy times, such as Christmas, items may take longer to dispatch and arrive. Our items are sent as standard with a tracking number which proves when a delivery has been attempted. When we dispatch on time, it is then the couriers responsibility to ensure our products arrive at their destination with you. If your item has still not arrived and is more than 10 working days late, please get in touch and we can investigate this further to see if a refund or replacement is due. We cannot issue a refund until this time has lapsed. If there is a national issue with the courier, such as a strike, we cannot be held responsible for delays caused by the courier. Please contact us and let us know so that we can find out where your item may be. 

Conditions for Returns

If You are not completely satisfied with any non-personalised goods, simply return them to Us at any time within 14 working days of receipt. The costs of returning Goods to us shall be covered by you. We are unable to refund postage costs on unwanted non-personalised items.

The item is the responsibility of You until it reaches Us. For your own protection, We recommend that you send the parcel back using a delivery service that insures You for the value of the Goods as We cannot be held responsible for items damaged or lost in the post. 

Your rights to return the goods to Us will not apply in the following circumstance any products that We have made, personalised or customised specifically for You where:

• A perishable item that has been consumed/disposed of.

• You have disposed of the item you have an issue with;

• If You have made a spelling mistake on the order and it has been sent for production;

• In Our opinion, you have not taken reasonable care of the Goods whilst in your possession and have not been returned with the original packaging 

If You return an item because of an error on Our part, or because it is defective, we will happily refund the full value of the item or send out a replacement free of charge. You can contact Us using info@buttercupcraftshop.co.uk for a freepost return label. We will request a photo to show the damage / issue before a label is issued.
 

The item(s) must be returned in the condition in which You received it within 30 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind. 

We regret that postage and packing costs for unwanted items cannot be refunded after 7 working days from when the order was delivered.

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Returning Goods

You are responsible for the cost and risk of returning the Goods to Us in line with the above. You should send the Goods to the following address:
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Buttercup Craft Shop

10 Pembridge Close,

Telford,

Shropshire,

TF2 8DJ

 

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Revision Status

Updated: 30/1/25

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