Returns and Refunds Policy

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1. Your Statutory Rights (UK Customers)

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

Under the Consumer Rights Act 2015, goods must be:

• as described

• fit for purpose

• of satisfactory quality

If an item you receive is faulty, damaged, or not fit for purpose, you are entitled to a refund, repair, or replacement in line with the law.

2. Physical Products (Kits, Handmade Items, Yarn, Cards, Baubles, Framed Pieces)

Faulty or Damaged Items

• If your item arrives damaged, faulty, or unusable, please contact us within 14 days of delivery.

• Where a fault is confirmed, we will offer a replacement, repair, or refund, including any standard postage costs.

• Evidence (such as photographs) may be requested to help us resolve the issue quickly and fairly.

Items Lost or Damaged in Transit

• If your order is lost or damaged during delivery, please contact us.

• We will investigate with the delivery provider and, where appropriate, arrange a replacement or refund of the affected item or postage, in line with shipping terms.

3. Change of Mind Returns (Physical Goods)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, provided that:

• The item is unused, unworn, and returned in its original condition

• The item is not damaged and is suitable for resale

Please note:

• Return postage costs are the responsibility of the customer

• Original postage costs are non-refundable unless the item is faulty

• Refunds will be issued once the returned item has been received and inspected

4. Yarn, Kits & Consumable Materials

For hygiene, safety, and resale reasons:

• Opened, used, wound, or partially used yarn cannot be returned or refunded

• This includes yarn supplied as part of a crochet kit

• Kits must be returned complete and unused to qualify for a change-of-mind return

This does not affect your rights if the item is faulty.

5. Digital Products (Digital Crochet Patterns & Downloads)

Digital products are non-returnable and non-refundable once supplied.

By purchasing a digital pattern, you acknowledge that:

• Delivery is made electronically to the email address provided at checkout

• It is your responsibility to ensure your email address is correct and accessible

If you do not receive your digital file due to a technical issue, please contact us and we will re-send it.
Refunds will not be issued once a digital file has been successfully delivered.

This is in accordance with the Consumer Contracts Regulations (Digital Content Exemption).

6. Workshops, Lessons & Services (If Applicable)

Specific cancellation and refund terms for workshops, lessons, or events will be clearly stated at the point of booking and apply in addition to this policy.

7. How to Contact Us

All returns, refunds, and complaints must be submitted in writing.

📧 Email: hello@madeinthebuttonroom.co.uk

Please include:

• Your order number

• A brief description of the issue

• Photographs where relevant

8. Final Notes

• Refunds are issued to the original payment method

• We aim to resolve all issues fairly, promptly, and in line with UK consumer law

• Abuse of this policy may result in refusal of future service