Customisation Policy
Last updated: January 2026
At Laren Craft Ltd, we take pride in creating personalised gifts, homeware, and apparel that reflect your unique story. Every custom piece is handcrafted and finished with care in our workshop in Cheshire, UK.
By placing a custom or personalised order, you agree to the terms outlined in this Customisation Policy. These terms are binding and affect your rights regarding cancellations and returns.
1. Customer Responsibility & Accuracy
Because we produce exactly what you request, the responsibility for the accuracy of the customisation lies entirely with the customer. Laren Craft Ltd will not be held responsible for:
- Spelling, Grammar & Dates: Errors in text, names, or dates provided by the customer at the time of order.
- Image Quality: Low-resolution, blurry, or poor-quality images submitted for printing or engraving.
- Layout & Selection: Incorrect choices regarding fonts, colours, sizes, or positioning if the product was manufactured according to your instructions.
Final Proofing: We strongly recommend that you double-check all details in your basket before completing your purchase. Once an order enters the production stage, no further changes or corrections can be made.
2. Acceptable Content & Ethical Standards
We maintain strict standards regarding the content we produce. Laren Craft Ltd reserves the right to refuse or cancel any order containing content that:
- Promotes hate speech, discrimination, or harassment.
- Includes offensive, explicit, or illegal material.
- Infringes on copyright, trademarks, or third-party intellectual property (e.g., brand logos or professional photography you do not own).
If an order is cancelled for these reasons, a full refund will be issued, and production will not proceed.
3. Return & Refund Policy for Custom Items
In accordance with the UK Consumer Contracts Regulations 2013, the standard right to cancel or return goods within 14 days does not apply to "personalised goods or goods made to a customer's specification" (Bespoke Items).
Non-Returnable Items: Custom-made products are non-returnable and non-refundable. We do not accept returns for "change of mind" or customer errors.
Exceptions (Damaged or Defective):
The only exception is if the item arrives damaged, defective, or contains a manufacturing mistake made by Laren Craft Ltd. In such cases, please contact us within 14 days of delivery:
- 📧 Email: support@larencraft.com
- Please include your order number and clear photographs of the fault/damage.
If the error is ours, we will provide a replacement or a full refund at no additional cost.
4. Production & Delivery Times
Personalised products require extra time and craftsmanship. Custom orders typically require 5–10 business days for production before dispatch. During peak periods (e.g., Christmas), these times may increase. Delivery times are in addition to our production window.
5. Intellectual Property & Variation
By submitting a design, you confirm you own the rights to it. All original templates and artwork created by Laren Craft Ltd remain our intellectual property.
Colour & Material Variation: Please note that colours may vary slightly due to screen calibration differences and the natural texture of handmade materials. Minor variations within acceptable handmade tolerances are not considered defects.
6. Legal & Contact Information
This policy is governed by the laws of England and Wales.
Laren Craft Ltd
Company Number: 16944766
Registered Office: Suite Ra01 195-197 Wood Street, London, United Kingdom, E17 3NU
📧 Email: support@larencraft.com
🕒 Hours: Mon–Sat, 09:00–17:00 (UK Time)
