Personalised goods & your right to cancel

Your right to cancel

If you buy from this website as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order within 14 days without giving any reason.

The cancellation period ends 14 days after the day on which you, or someone you have asked to receive the order for you, takes possession of the goods. If your order arrives in more than one parcel, the period ends 14 days after the day the last parcel arrives.

This right is in addition to your rights if goods are faulty or not as described.

How to cancel

To cancel, you must tell us of your decision by a clear statement before the cancellation period has ended. The easiest way is to email [email protected] with your name, your order number and the words 'I wish to cancel my order'. You may also write to us at Willow Tree Crafts Ltd, Enterprise Works, Long Lane, Honley, Holmfirth, West Yorkshire, HD9 6EA, or use the form at the foot of this page. You do not have to use the form.

You have met the deadline if you send your message before the cancellation period has ended.

What happens when you cancel

• We will refund everything you paid for the goods, including the cost of delivery to you. If you chose a delivery service that cost more than the least expensive standard service we offered, we refund only the cost of the least expensive.
• You must send the goods back to us, at Willow Tree Crafts Ltd, Enterprise Works, Long Lane, Honley, Holmfirth, West Yorkshire, HD9 6EA, without undue delay and in any event within 14 days of the day you told us you were cancelling.
• You bear the direct cost of returning the goods.
• We will make the refund without undue delay, and no later than 14 days after the day we receive the goods back or, if earlier, the day you give us evidence that you have sent them back. If we have not yet sent the goods, we refund within 14 days of the day you told us you were cancelling.
• We refund using the same means of payment you used, unless you have expressly agreed otherwise. You will not be charged a fee for the refund.
• We may reduce the refund to reflect any loss in the value of the goods caused by handling them beyond what is necessary to see what they are, how they are made and how they work, which is the handling you could reasonably do in a shop.

Orders you cannot cancel

The law sets out certain goods for which there is no right to cancel. On this website they are:

• Goods made to your specifications or clearly personalised. This includes engraved crystals made from your photograph and any item made with a name, wording, image, size or colour that you supplied or agreed with us specially.
• Goods that were sealed when delivered and are not suitable for return, for reasons of health protection or hygiene, once they have been unsealed. This applies to our bath and body and other cosmetic products: once one has been opened or unsealed it cannot be returned unless it is faulty. A broken seal, or any other sign that a product has been opened or used, means we cannot refund it.

Bath and body and other cosmetic products that are still sealed and unopened can be cancelled within 14 days in the usual way.

An item is not personalised simply because it is made to order, or because you chose a colour or scent from the standard options on its product page. The right to cancel applies to those items in the usual way.

Personalised orders: where the line falls

Before you can add a personalised item to your basket, we ask you to tick a box confirming that you understand it is made to your specification and that you will lose your right to cancel once it is made.

For engraved crystals, we go further than the law requires: you may cancel and receive a full refund at any time before you approve the preview of your photograph. Once you have approved it, the crystal is made to your specification and the order cannot be cancelled.

For any other personalised item, please contact us as soon as possible if you need to change or cancel your order. If we have not started making it we will do what we can, but we cannot promise to change or cancel an order once it has been placed.

Nothing on this page takes away your legal rights. If you are a consumer, you have rights under the Consumer Rights Act 2015 if goods are faulty, not as described or not fit for purpose. Citizens Advice (citizensadvice.org.uk, 0808 223 1133) can tell you more.

Cancellation form

You may copy this form into an email or letter. Complete and return it only if you wish to cancel.