Returns, Refunds & Cancellations Policy

Last updated: 10 September 2026. We want you to be happy with your purchase. This policy explains your rights when purchasing physical 3D-printed products from Udderly Crafty Creations.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Cancelling an Order

If you purchase a standard, non-personalised product from us online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without having to give a reason.

To exercise this right, you must let us know that you wish to cancel within the 14-day cancellation period.

After telling us that you wish to cancel, you have a further 14 days to return the goods to us.

You can request a cancellation by contacting:

Email: udderlycraftycreations@gmail.com

Please include your order number and clearly state that you wish to cancel your order.

2. Returns for Change of Mind

For eligible non-custom products, you may return the goods if you change your mind, provided you notify us within the applicable cancellation period.

You are responsible for taking reasonable care of the goods while they are in your possession.

You may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functionality, in a similar way to how you would be able to examine them in a shop.

If the goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, we may be entitled to make a deduction from your refund where permitted by law.

You are responsible for the direct cost of returning goods where you are cancelling because you have changed your mind, unless we have agreed otherwise.

3. Custom & Personalised 3D Prints

Some of our products are made specifically to your requirements.

Where a product is made to your specifications or is clearly personalised, the statutory 14-day cancellation right does not normally apply.

Examples may include products where you have requested or supplied:

• A specific name, text or message
• Custom dimensions or measurements
• A personalised design
• A specific modification to the standard product
• A design or specification created specifically for your order
• Other personalised features that make the product unique to you

Simply being 3D printed or produced after an order is placed does not, by itself, mean that a product is exempt from cancellation rights.

If you are unsure whether a product is considered custom or personalised, please contact us before placing your order.

4. Problems With Custom Products

Although genuinely custom or personalised products may not be eligible for cancellation simply because you have changed your mind, you still have your normal statutory rights if the product is:

• Faulty
• Damaged
• Not as described
• Not of satisfactory quality
• Not reasonably fit for its intended purpose

If there is a problem with a custom product, please contact us and we will assess the issue and provide the appropriate remedy under applicable consumer law.

5. Faulty, Damaged or Incorrect Products

If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible.

Please provide:

• Your order number
• A description of the problem
• Photographs of the product and packaging where relevant

Depending on the circumstances and your legal rights, we may offer a repair, replacement or refund.

We will not ask you to pay return costs where the return is our responsibility.

Your statutory consumer rights are not affected by any warranty or returns period we offer.

6. Refunds

Where you are legally entitled to a refund following cancellation, we will refund the payments we have received from you, including the cost of standard delivery.

If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option that we offered.

We will normally issue the refund using the same payment method that you used to place the order, unless we have agreed otherwise.

We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever happens first.

Where the statutory cancellation right applies, we will process the refund within the period required by applicable law.

7. Return Condition

For change-of-mind returns, please return the product in a condition that allows us to assess it in the same way you would have been able to in a shop.

Please package the product securely so that it is not damaged during return transit.

This section does not limit your statutory rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

8. Products That Cannot Be Returned Under the Cancellation Right

The statutory cancellation right does not normally apply to products that are:

• Made to your specifications; or
• Clearly personalised.

Other legal exceptions may apply in specific circumstances.

This does not affect your statutory rights if the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

9. Returning an Item

Before returning an item, please contact us at:

Email: udderlycraftycreations@gmail.com

Please include your order number with the return so that we can identify it.

We recommend obtaining proof of postage when returning an item.

10. Your Statutory Rights

This policy does not remove or restrict any rights you have under applicable UK consumer law.

In particular, goods supplied to consumers must meet the requirements imposed by law, including requirements relating to satisfactory quality, conformity with description and fitness for purpose where applicable.

If a product is faulty or otherwise does not meet these requirements, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances.

11. Contact Us

If you have any questions about returns, refunds or cancellations, please contact:

Udderly Crafty Creations

Email: udderlycraftycreations@gmail.com

We will always aim to deal with returns and complaints fairly and in accordance with applicable UK consumer law.