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:

• the item must be returned within the required time;

• you are responsible for the cost of returning the item;

• the item should be returned in its original condition, allowing for reasonable handling to check the item;

• we will refund the purchase price and the standard delivery charge you originally paid; and

• 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:

• damaged;

• faulty;

• incorrectly personalised due to an error on our part;

• different from what you ordered; or

• 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.

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Please include:

• your name;

• order number;

• details of the product;

• reason for the return; and

• 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:

• personalised products;

• products made specifically to your specifications;

• custom-designed products; and

• 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

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Hoot Craft – Privacy Policy

Last updated: 13 September 2026

Hoot Craft respects your privacy. This Privacy Policy explains what personal information we collect, why we collect it and how we use it.

1. Who we are

Hoot Craft is a sole trader business.

Business address: 3a Rosemary House, Lanwades Business Park, Kentford, Newmarket, CB8 7DN
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2. What information we collect

When you use our website or place an order, we may collect information such as:

• your name;

• delivery and billing address;

• email address;

• telephone number;

• order and payment information;

• personalised information you provide for your order; and

• information about how you use our website, including cookies.

We only ask for information that we reasonably need to provide our products and services.

3. How we use your information

We use your information to:

• process and deliver your orders;

• communicate with you about your orders;

• deal with questions, returns and complaints;

• process payments;

• improve our website and services;

• comply with our legal and accounting obligations; and

• send marketing messages where you have agreed to receive them.

We do not sell your personal information.

4. Payment information

Payments may be processed securely by a third-party payment provider.

We do not normally store your full payment card details.

5. Who we share information with

We may share necessary information with trusted service providers who help us run the business, such as:

• payment providers;

• delivery and postal companies;

• website hosting and technology providers;

• email or communication providers; and

• accountants or other professional advisers where necessary.

We only share information where there is a legitimate reason to do so.

We may also provide information where we are legally required to do so.

6. How long we keep your information

We keep personal information only for as long as reasonably necessary.

Some information, such as order and financial records, may need to be kept for longer to meet legal and accounting requirements.

7. Your rights

Under UK data protection law, you may have rights including the right to:

• ask what personal information we hold about you;

• ask us to correct inaccurate information;

• ask us to delete information in certain circumstances;

• object to certain uses of your information;

• ask us to restrict how we use your information; and

• withdraw your consent where we rely on consent.

To exercise your rights, contact us using the details below.

8. Cookies

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to work. Other cookies, such as analytics or advertising cookies, may require your consent.

You can manage your cookie preferences through our website's cookie settings.

9. Keeping your information secure

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access or disclosure.

However, no internet transmission or storage system can be guaranteed to be completely secure.

10. Changes to this policy

We may update this Privacy Policy from time to time.

The latest version will always be published on this page with the date it was updated.

11. Contact us

If you have any questions about this Privacy Policy or how we use your personal information, please contact:

Hoot Craft
3a Rosemary House
Lanwades Business Park
Kentford
Newmarket
CB8 7DN

You also have the right to complain to the Information Commissioner's Office (ICO) if you believe your personal information has not been handled correctly.

Hoot Craft – Terms of Use

Last updated: 13 September 2026

Welcome to Hoot Craft. These Terms of Use explain the rules for using our website and buying products from us.

By using our website or placing an order, you agree to these terms.

1. About Hoot Craft

Hoot Craft is a sole trader business selling personalised gifts, custom craft items and homeware through this website.

Business name: Hoot Craft
Business address: 3a Rosemary House, Lanwades Business Park, Kentford, Newmarket, CB8 7DN
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Hoot Craft is operated as a sole trader and is not a limited company.

2. Using our website

You may use our website for lawful purposes only.

You must not:

• use the website in a way that could damage, disable or interfere with it;

• attempt to gain unauthorised access to the website or its systems;

• use the website for fraudulent or unlawful purposes; or

• copy or misuse our content, designs, images or branding without permission.

We may suspend or restrict access to the website where reasonably necessary, including for maintenance or security reasons.

3. Products and personalised items

We try to ensure that product descriptions, photographs and prices are accurate.

Colours and appearance may vary slightly depending on your screen or device.

For personalised or bespoke products, you are responsible for checking that the information, spelling, names, dates and other details you provide are correct before placing your order.

We may contact you if there is a problem with the information supplied for a personalised product.

We reserve the right to refuse a personalised design where the requested content is unlawful, offensive or infringes another person's intellectual property rights.

4. Prices

All prices are shown on the website at the time you place your order.

Where applicable, prices include VAT.

Delivery charges and any other compulsory charges will be shown before you complete your purchase.

We will not add optional extras to your order without your consent.

5. Placing an order

When you place an order, you are making an offer to purchase the products selected.

We will normally confirm receipt of your order by email.

A contract is formed when we accept your order.

We may need to cancel an order if, for example, a product is unavailable, there is an obvious pricing error, or we are unable to fulfil a personalised request.

If we cancel an order after you have paid, we will refund the amount you paid for the cancelled order.

6. Payment

Payment must be made using the payment methods offered on our website.

You must provide accurate payment and contact information.

Payment may be processed by a third-party payment provider. We do not normally receive or store your full payment card details.

7. Delivery

We aim to dispatch orders within the delivery timeframe stated on the website or provided when you place your order.

Delivery times are estimates unless we have specifically agreed a particular delivery date with you.

If there is an unexpected delay, we will make reasonable efforts to keep you informed.

Unless otherwise agreed, consumer orders will be delivered within the period required by applicable law.

8. Cancellation and returns

Your legal rights depend on the type of product you purchase.

For many products bought online, consumers have a legal right to cancel their order within 14 days of receiving the goods.

However, this right can have exceptions. In particular, certain goods made to the customer's specifications or clearly personalised may be excluded from the statutory cancellation right.

This does not affect your legal rights if goods are faulty, damaged, misdescribed or otherwise do not comply with your legal consumer rights.

Please see our Returns and Refunds Policy for full details of how to request a return, cancellation or refund.

9. Faulty or incorrect products

We want you to be happy with your purchase.

If your product arrives damaged, faulty, incorrect or significantly different from its description, please contact us as soon as reasonably possible.

Your statutory consumer rights are not affected by these Terms.

We will deal with eligible problems in accordance with applicable UK consumer law.

10. Intellectual property

Unless otherwise stated, the content of this website, including our designs, photographs, graphics, logos, text and branding, belongs to Hoot Craft or is used with permission.

You may view and use the website for your personal, non-commercial purposes.

You must not reproduce, sell, modify or distribute our content without our written permission.

11. Customer-submitted content

If you provide photographs, artwork, text or other material for a personalised product, you confirm that you have the necessary rights and permissions to allow us to use it for the purpose of fulfilling your order.

You must not submit material that infringes another person's copyright, trade mark, privacy rights or other legal rights.

You remain responsible for the content you provide.

12. Website availability

We try to keep the website available and accurate, but we cannot guarantee that it will always be available or free from errors.

We may update, change or temporarily suspend parts of the website when reasonably necessary.

Nothing in these Terms limits any legal rights or liability that cannot legally be excluded or limited.

13. Our liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms affects your statutory consumer rights or our legal responsibility for matters such as defective goods, fraud, or death or personal injury caused by negligence.

Where the law allows liability to be limited, we will only limit it to a reasonable extent permitted by law.

14. Privacy and cookies

We process personal information in accordance with our Privacy Policy.

Our website may use cookies and similar technologies. Where required, we will ask for your consent before using non-essential cookies.

Please see our Privacy Policy and Cookie Policy for more information.

15. Changes to these Terms

We may update these Terms from time to time.

The version applying to your order will be the version in force when you place that order.

Any changes will be posted on this page with an updated date.

16. Complaints

If you have a question, problem or complaint, please contact us first so that we have an opportunity to resolve it.

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We will try to respond and resolve complaints fairly and promptly.

17. Governing law

These Terms are governed by the law of England and Wales, unless another law is required to apply by applicable consumer protection legislation.

If you are a consumer, you will retain any mandatory rights you have under the laws that apply to you.

18. Contact

If you have any questions about these Terms or an order, please contact:

Hoot Craft
3a Rosemary House
Lanwades Business Park
Kentford
Newmarket
CB8 7DN