Returns and refund policy
Summary details
We want you to love every piece you receive from Craigard Studio. If something isn’t quite right, we offer a 14‑day return window for eligible items. Goods must be unused and in their original packaging. Refunds may be granted for items that arrive damaged or are subject to significant postal delays, as determined by us.
Commissioned items are non‑refundable once approved, respecting the bespoke nature of custom work.
This policy covers both Creative Hub‑fulfilled Giclée prints and small‑packet studio items (plush and jewellery). Full details are outlined below.
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1.Eligibility
We aim to ensure your satisfaction with every purchase. Refunds may be granted in cases where an item arrives damaged or experiences a delay that significantly exceeds standard postal transit times. Typical shipping delays — including those caused by customs processing — do not qualify for refunds.
Determination of what constitutes a significant delay remains at our discretion.
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2. Giclée Prints (Creative Hub Fulfilment)
Prints and framed prints are produced and dispatched by Creative Hub.
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In cases of damage or misprint, we may request photographic evidence before a replacement or refund is issued.
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Creative Hub may require the item to be returned for proper handling and disposal.
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If a return is required, return costs will be covered by us, and any refund will be issued once the item has been received and inspected.
This ensures proper handling of print‑related issues and aligns with Creative Hub’s fulfilment process.
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3. Plush & Jewellery (Small‑Packet Studio Items)
Small‑packet items are shipped directly from Craigard Studio.
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These items may be returned within 14 days of delivery, provided they are unused and in original packaging.
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Refunds are issued once the item is received and inspected.
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Return postage for non‑faulty items is the responsibility of the customer.
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If the item arrives damaged, we may request photographs before approving a refund or replacement.
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4. Mixed Orders
If your order contains both prints and small‑packet items, returns may need to be handled through different channels depending on the product type. We will guide you through the correct process when you contact us.
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5. How to Start a Return
Prior to returning any item, the customer must contact us with the reason for return and agree upon the return method.
Unless otherwise arranged, returns should be sent via a standard postal service with proof of receipt retained. This ensures traceability and protects both parties.
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6. Commissioned Items
Commissioned items are exempt from return or refund once the final product has been approved by the customer. This respects the bespoke nature of custom work.
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7. Statutory Rights
This policy does not affect your statutory rights under UK consumer law.