Refund policy

 

At maaticrafts.shop, we want customers to shop with confidence. This Return and Refund Policy explains cancellation rights, returns, faulty products and refunds for purchases made through our website.

Nothing in this policy limits or excludes rights that customers may have under mandatory UK consumer protection law.

Contact email: info@maaticrafts.shop

1. Right to Cancel an Online Purchase

For eligible goods purchased online, UK consumers generally have the right to cancel their purchase without giving a reason.

You should notify us that you wish to cancel within 14 days after the day on which you receive the goods.

To exercise your cancellation right, email:

info@maaticrafts.shop

Your message should clearly state that you wish to cancel your order and should include sufficient information for us to identify the purchase, such as your name and order number.

You do not need to provide a reason for exercising a statutory cancellation right.

2. Returning Goods After Cancellation

After notifying us of your cancellation, you should normally send the eligible goods back within 14 days of notifying us of your decision to cancel.

Before returning any item, please contact info@maaticrafts.shop for return instructions and the return destination applicable to your order.

Do not send products to an address shown on a parcel label without first confirming the appropriate return instructions with us, as fulfilment and return processing locations may differ.

3. Condition of Returned Products

Customers are entitled to inspect products in a way reasonably similar to how they would inspect them in a physical shop.

Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, applicable law may allow an appropriate reduction in the refund to reflect diminished value.

Where possible, returned items should include their original accessories, manuals and packaging.

This condition does not affect legal rights relating to faulty or misdescribed goods.

4. Change-of-Mind Return Costs

Where a return is made solely because a customer has changed their mind under the statutory cancellation right, the customer may be responsible for the direct cost of returning the goods, where permitted by applicable law.

We recommend using a tracked shipping service and retaining proof of postage.

If an item is faulty, damaged, incorrect or not as described, please contact us before paying return postage. Where legally required, maaticrafts.shop will bear reasonable return costs or provide an appropriate return solution.

5. Refund Timing

Where a valid cancellation applies, refunds will be processed without undue delay.

For returned goods, we will normally issue the refund within 14 days after receiving the returned goods, or within 14 days after receiving satisfactory evidence that the goods have been sent back, where applicable.

Refunds are normally made using the same payment method used for the original purchase unless another method is expressly agreed.

Banking institutions and payment processors may require additional processing time before refunded funds appear in the customer's account.

6. Original Shipping Charges

maaticrafts.shop offers free standard shipping, meaning customers normally pay £0 for our standard delivery service.

If an optional premium delivery service is offered and selected for an additional charge, any statutory refund of delivery costs will normally be limited to the cost of our least expensive standard delivery method, subject to applicable law.

7. Faulty, Damaged or Misdescribed Goods

Products supplied by maaticrafts.shop must meet applicable statutory requirements.

If an item arrives:

• damaged;
• defective;
• faulty;
• materially different from its description;
• incorrect; or
• otherwise not compliant with applicable consumer law,

please contact us promptly at info@maaticrafts.shop.

Please include your order number and a clear description of the issue. Photographs may be requested where reasonably useful for verifying visible damage or defects.

This does not remove any statutory rights.

Under UK consumer law, consumers may have a short-term right to reject qualifying faulty goods and receive a refund, as well as rights to repair, replacement, price reduction or final rejection depending on the circumstances.

8. Incorrect Items

If you receive a product different from the item ordered, contact us at:

info@maaticrafts.shop

We will assess the issue and arrange an appropriate solution, which may include replacement or refund.

Customers should not incur reasonable return expenses for an error for which maaticrafts.shop is legally responsible.

9. Non-Returnable Products

Certain products may be excluded from the standard change-of-mind cancellation right where permitted by law.

Examples may include:

• personalised or made-to-order products;
• products made to a customer's specification;
• goods liable to deteriorate or expire rapidly;
• sealed goods that cannot appropriately be returned for health-protection or hygiene reasons after the seal has been broken;
• certain sealed digital or media products once unsealed; and
• other products specifically exempted by applicable law.

These exclusions do not remove rights relating to products that are faulty, damaged or not as described.

10. Exchanges

Where appropriate, we may offer an exchange instead of a refund.

Availability of exchanges depends on stock availability. Customers do not have to accept an exchange where UK law gives them a right to a refund.

11. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, contact:

info@maaticrafts.shop

We will attempt to stop fulfilment. If the order has already entered processing or has been dispatched, you may need to follow the standard return procedure after delivery.

12. Refused or Unclaimed Deliveries

Refusing delivery does not always automatically complete the cancellation process.

Customers wishing to exercise a cancellation right should contact us clearly at info@maaticrafts.shop.

Where a parcel is returned because an incorrect or incomplete address was supplied, additional costs arising from re-delivery may be charged where legally permitted.

13. Refunds for Lost Parcels

If tracking information indicates that a parcel may have been lost in transit, contact us.

We may investigate the shipment with the carrier before providing the appropriate replacement or refund.

Your statutory rights remain unaffected.

14. Sale and Promotional Products

Products purchased during promotions or sales are covered by the same statutory rights as products purchased at regular price.

Promotional pricing does not reduce rights relating to faulty, damaged or misdescribed goods.

15. Proof of Purchase

We may reasonably request proof of purchase before processing a return, replacement or refund.

Suitable proof may include an order confirmation, order number or other evidence establishing that the product was purchased from maaticrafts.shop.

16. Contact

For return requests, cancellation notices, refund enquiries or issues with an order:

maaticrafts.shop
Email: info@maaticrafts.shop