We want your happy mail to arrive just as it should. If there is a problem, please email watercolourcrafts@outlook.com with your order number so we can help. Changing your mind: standard products For goods that are not clearly personalised or made to your specifications, you can cancel your online order without giving a reason. Tell us before delivery or within 14 days starting the day after you, or your nominated recipient, receives the goods. Where one order is delivered in separate parts, the period runs from receipt of the last item where the law provides. Email watercolourcrafts@outlook.com with a clear statement that you wish to cancel. You may use the cancellation form below, but you do not have to. After notifying us, send the goods back without undue delay and within a further 14 days. The returns address is [FULL RETURNS ADDRESS]. Please quote your order number and keep proof of posting. Contacting us for guidance does not make your legal cancellation right dependent on our approval. You pay the direct cost of returning change-of-mind orders, unless we have agreed otherwise. You may inspect the goods as you would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. There is no restocking fee. Personalised products The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as letters or certificates printed with a child's name. This exception applies to the personalised goods; it does not automatically remove cancellation rights for separate standard goods in the same order. If you want to cancel or change a personalised order, contact us immediately. We will check whether we can help, but a voluntary change or cancellation is not guaranteed. This does not affect your rights if the goods are faulty, damaged, not as described, or personalised differently from the details you supplied. Faulty, damaged, incorrect or missing items Goods must be of satisfactory quality, fit for purpose and as described. This applies to personalised products too. If goods do not meet these requirements, you normally have a short-term right to reject them for a refund within 30 days of delivery, subject to the rules on when that period begins. After that period, you may have rights to a repair or replacement and, where the legal conditions are met, a price reduction or refund. Rights may continue beyond 30 days. Contact [CUSTOMER EMAIL] with the problem and any available order details. Photos may help us understand what has happened, but we do not impose a 24- or 48-hour reporting deadline. If we need faulty or incorrect goods returned, we will arrange or cover reasonable return costs. Personalisation mistakes If we have printed details differently from those you submitted, we will put this right in line with your legal rights. If the goods accurately reproduce an error in the details you supplied, please contact us: we will explain any available correction or replacement options and costs before you agree. Refunds For a valid change-of-mind cancellation involving returned goods, we refund within 14 days of receiving the goods back or receiving evidence that you sent them, whichever happens first. If we have agreed to collect them, the legal timing rules differ and we will follow those rules. If you cancel the whole eligible order, the refund includes the cost of our least expensive standard outbound delivery option. Extra charges for a premium delivery service are not refundable solely because you changed your mind. Partial cancellations are handled according to the applicable rules. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. For a valid rejection of faulty goods, we refund without undue delay and within 14 days of agreeing that you are entitled to a refund. Your bank or payment provider may then take additional time to display it. Cancellation form — optional To: [LEGAL SELLER NAME], trading as Water Sign Crafts Address: [FULL BUSINESS/COMPLAINTS ADDRESS] Email: watercolourcrafts@outlook.com I/We hereby give notice that I/we cancel my/our contract of sale of the following goods: [GOODS] Ordered on / received on: [DATE] Order number, if available: [NUMBER] Name of consumer(s): [NAME] Address of consumer(s): [ADDRESS] Signature of consumer(s), only if this form is sent on paper: [SIGNATURE] Date: [DATE] Delete wording that does not apply. Nothing in this policy limits your statutory consumer rights.