Returns

I do my best to make sure you will be completely happy with your Terracotta & Twine purchase, however if you are not satisfied, please contact me at hello@terracottaandtwine.com to discuss the issue and allow me to find a solution.

If there is a fault with your product, it will need to be returned in the original condition with all labels, packaging and proof of purchase within fourteen days of you receiving it. If it does not reach me in this condition, your right to a full refund may be void. 

When returning an item, I recommend using a tracked service as I am only responsible for the items once they reach me. Postage costs will only be refunded if the item is found to be faulty, otherwise the cost of returning the item will be at your own expense. 

Once you have started making a DIY kit, I am unable to accept it for return unless there is a fault with the product that can be proven to have existed before you started making it.

If you need the return address, please contact me hello@terracottaandtwine.com informing me of the issue and when it was purchased. If you can include an order number, this would be great. The return address can only be provided on request as the business is run from my home. Please contact me within seven days of receiving your item if you are unsatisfied for any reason.

My DIY kits tend to include longer lengths of twine than will probably be needed. This is to allow room for beginners to make errors without running out of twine. Any additional twine left over from these kits is not eligible for a refund.

I process refunds within seven - fourteen days of return in cases where the item is found to be faulty, but depending on your bank and payment method, please allow a further one - five days for the payment to reach you. Refunds will be processed using the same payment method and details used for the original transaction.

Returns are only accepted from the person who purchased the item. If you received it as a gift, you are not eligible for a return, however an exchange for the same product will be allowed if the item is faulty. 

This returns policy is in addition to and not instead of your statutory rights.