At The Crafters Barn, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, please refer to the following refund and return policy for more information.
1. Buyer Refund Policy
As The Crafters Barn is a platform for individual sellers, each seller manages their own return and refund policies. However, we have established some general guidelines:
1.1 Eligibility for Refunds
Refunds may be issued under the following conditions:
- The product is faulty or damaged upon arrival.
- The product was not as described by the seller (e.g., incorrect size, colour, or material).
- The buyer cancels an order before it has been dispatched (if the seller allows cancellations).
1.2 Return Process
To request a refund, you must contact the seller directly through the platform. You will need to provide proof of the issue (such as photos of the damaged or incorrect product). The seller will provide instructions on how to return the item, if necessary. Refunds will be issued once the item is returned, and the seller has confirmed the issue.
1.3 Timeframe for Refund Requests
- Refund requests must be made within 14 days of receiving your order for damaged, defective, or incorrect items.
- If you wish to return an item due to a change of mind, this will be at the discretion of the seller, and you should check their return policy.
1.4 Refund Process
Once the seller has approved the refund, the amount will be refunded via the original payment method. Please note that it may take several business days for the refund to appear in your account, depending on the payment provider.
2. Seller Refund Policy
Sellers are responsible for managing their own refunds and returns. They must provide clear and transparent refund policies on their seller pages, which must adhere to consumer protection laws. By listing items on The Crafters Barn, sellers agree to honour their stated refund policy.
3. Non-Refundable Items
Certain items may be non-refundable, including but not limited to:
- Custom-made or personalised items (unless they are faulty or damaged).
- Perishable goods.
- Items that have been used or opened (unless faulty).
4. Cancellations
If you wish to cancel an order, please contact the seller directly. Sellers will outline their cancellation policy, including any applicable timeframes for cancellations. Orders can typically be cancelled if they have not been dispatched.
5. Exchanges
Exchanges are subject to the seller’s individual policy. If you wish to exchange an item for a different size, colour, or design, please contact the seller directly for instructions.
6. Contact Us
If you need assistance or have any questions regarding a refund or return, please contact our customer support team at support@craftersbarn.co.uk. We will do our best to help resolve the issue and ensure a smooth transaction between buyers and sellers.
7. Changes to the Refund Policy
We may update this Refund Policy from time to time to reflect changes in our practices, or for other operational, legal, or regulatory reasons. Any changes will be posted on this page.