Return & Refund Policy

Laren Craft Ltd Return & Refund Policy

Last updated: January 15, 2026

This policy forms part of our Terms & Conditions. Laren Craft Ltd (“we”, “us”, or “our”) is committed to providing high-quality handcrafted products and a transparent return process.

1. Right to Withdraw & Cancellations

In accordance with the UK Consumer Contracts Regulations 2013, your cancellation rights depend on the type of product purchased:

Non-Personalised Items: You have the right to cancel and return your order for any reason within 14 days of receiving your goods. You will receive a full refund, including the standard delivery cost.
Personalised & Bespoke Items: As permitted by UK law (Regulation 28(1)(b)), the right to cancel does not apply to goods made to your specifications or clearly personalised. Once a personalised order has entered the production stage, it cannot be cancelled, amended, or refunded.
Sale Items: Non-personalised items purchased on sale are still eligible for return within the 14-day window.

2. Faulty or Damaged Goods (Consumer Rights Act 2015)

If your item arrives faulty, not as described, or damaged, you have the following rights:

30-Day Short-Term Right to Reject: You must notify us within 30 days of receipt to be eligible for a full refund or replacement. This applies to both standard and personalised items.
Handmade Variations: Our products are handcrafted. Minor variations in wood grain, texture, colour tone, or finish are natural characteristics of handmade craftsmanship and are not considered defects.

3. Return Procedure

To start a return, please contact us at support@larencraft.com. Please follow these steps:

Include your Order Number and clear photos of the item, the packaging, and the invoice.
Wait for Authorisation: We will provide instructions and the correct return address. Items sent back without prior authorisation will not be accepted.
Return Shipping: For "change of mind" returns, the customer is responsible for shipping costs. For confirmed faulty items, Laren Craft Ltd will provide a prepaid label or refund the postage.

4. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note: Personalised items cannot be exchanged unless faulty.

5. European Union 14-Day Cooling Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification (excluding personalised/bespoke goods as per EU law).

6. Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10–14 business days.

Deductions: We reserve the right to reduce the refund if the item's value has been diminished by customer handling (e.g., washing, use, or damage).

7. Company & Origin Information

Laren Craft Ltd (Company No: 16944766)
Registered Office: Suite Ra01 195-197 Wood Street, London, United Kingdom, E17 3NU

Product Origin: Our items are designed and finished in Cheshire, UK. While we source materials globally, final personalisation and quality control happen in our UK workshop.

8. Assistance

For help with a return, please contact our support team:
📧 Email: support@larencraft.com
🕒 Availability: Mon–Sat, 09:00 – 17:00 (UK Time)