Hoot Craft – Returns & Exchanges Policy
Last updated: 13 September 2026
We want you to be happy with your Hoot Craft purchase. This policy explains when we can accept returns, exchanges and refunds.
1. Personalised and custom-made products
Many of our products are made especially for you and may be personalised with names, photographs, messages, designs or other details you provide.
Because these products are made to your specifications, personalised or custom-made products cannot normally be returned simply because you have changed your mind.
This does not affect your legal rights if your personalised product is faulty, damaged, incorrect or not as described.
Please check all spelling, dates, names, photographs and other details carefully before placing your order.
2. Non-personalised products
If you buy a standard, non-personalised product online and simply change your mind, you may have a legal right to cancel your order within 14 days of receiving it.
Where this right applies:
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the item must be returned within the required time;
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you are responsible for the cost of returning the item;
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the item should be returned in its original condition, allowing for reasonable handling to check the item;
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we will refund the purchase price and the standard delivery charge you originally paid; and
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we will normally issue the refund within 14 days of receiving the returned item.
If you chose a more expensive delivery option, we only need to refund the cost of our standard delivery option.
3. Faulty, damaged or incorrect products
If your product arrives:
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damaged;
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faulty;
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incorrectly personalised due to an error on our part;
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different from what you ordered; or
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not as described,
please contact us as soon as possible.
You will not have to pay the cost of returning a faulty, damaged or incorrectly supplied product.
We will work with you to provide the appropriate remedy, which may include a replacement, repair or refund, in accordance with your legal consumer rights.
4. Errors in personalised information
If you provide incorrect information when placing your order, such as a misspelled name, incorrect date, wrong photograph or incorrect wording, we are not responsible for the error.
Where the product has been made correctly using the information you supplied, it will normally be treated as a personalised product and cannot be returned simply because the information supplied was incorrect.
If you notice an error shortly after placing your order, please contact us immediately. If production has not started, we will do our best to make the requested change.
5. Exchanges
We do not normally offer exchanges for personalised or custom-made products where the product has been made correctly according to your instructions.
For non-personalised products, we may offer an exchange where appropriate, subject to availability.
Your statutory rights are not affected.
6. How to request a return
Please contact us before sending anything back.
Email:
Please include:
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your name;
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order number;
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details of the product;
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reason for the return; and
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photographs if the product is damaged or faulty.
We will provide return instructions where a return is appropriate.
7. Return postage
For a return because you have changed your mind about a non-personalised product, you are responsible for the cost of returning the item to us.
We recommend using a tracked or insured postal service, as we cannot be responsible for items lost in transit while being returned to us.
For faulty, damaged, incorrect or misdescribed products, we will cover reasonable return costs.
8. Refunds
Once we receive and inspect a returned product, we will process any refund that is due.
Refunds will normally be made using the original payment method.
We will not charge a restocking fee.
Nothing in this policy affects your statutory consumer rights.
9. Items that cannot be returned
Unless they are faulty, damaged, incorrect or otherwise covered by your legal rights, the following products may not be eligible for return:
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personalised products;
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products made specifically to your specifications;
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custom-designed products; and
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products which cannot reasonably be resold because they have been made specifically for you.
10. Our legal obligations
Nothing in this policy limits or excludes your legal rights.
All products must comply with applicable UK consumer law and must be as described, of satisfactory quality and fit for their intended purpose.
Where a product does not meet these requirements, you may have rights to a repair, replacement, price reduction or refund.
11. Contact us
If you have any questions about a return, exchange or refund, please contact:
Hoot Craft
3a Rosemary House
Lanwades Business Park
Kentford
Newmarket
CB8 7DN
Email: