Refund policy
Your right to cancel
Because everything I make is personalised or made to order, most of what I sell is exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013. This is a legal exemption for bespoke and personalised goods, and it applies because your item is made specifically for you and can't be resold.
This means personalised and made-to-order items cannot be returned or refunded unless they are faulty, damaged or not as described.
Please double-check your spelling, names, dates and any personalisation details before ordering.
Items you can return
If you buy something that isn't personalised or made to order, you have 14 days from the day you receive it to let me know you'd like to cancel, and a further 14 days to send it back.
To be eligible, the item should be in the condition you received it, including any packaging where practical. You're welcome to examine an item as you would in a shop - but if it's been used or damaged beyond that, I may reduce your refund to reflect the loss in value.
Return postage on non-faulty items is at your own cost. I'd recommend a tracked service, as I can only refund items that reach me.
Items that can never be returned
- Personalised and made-to-order items
- Food products, including chocolate bars, for hygiene and food safety reasons
- Gift cards
If something is faulty, damaged or wrong
This is different, and your rights are stronger.
If your item arrives faulty, damaged, or isn't what you ordered, please contact me within 30 days at info@much-love.ukwith a photograph. Under the Consumer Rights Act 2015 you have a 30-day short-term right to reject faulty goods for a full refund. After 30 days, I'll repair or replace the item.
If an item is faulty or damaged, I cover the return postage and I'll either remake it or refund you in full - whichever you'd prefer.
If a parcel arrives damaged, please keep the packaging and send me a photo of that too. It helps enormously with courier claims.
Cancelling before I start making
Because items are made to order, there's usually a short window before I begin. If you've made a mistake or changed your mind, email me straight away and I'll cancel or amend where I can, at no charge. Once making has started, I may not be able to.
How refunds work
Once I've received and inspected a return, I'll email you to confirm. Approved refunds go back to your original payment method within 14 days of me receiving the item. Your bank may take a few extra days to show it.
If you have any questions at all, email info@much-love.uk — I read every message myself.
Returns address Much Love 376 Barton Street Gloucester GL1 4LF United Kingdom
Please contact me before sending anything back, so I know to expect it.