Refund policy

Last updated: 13 August 2026

This policy forms part of our Terms & Conditions. It explains the return, cancellation and refund rules for orders from Laren Craft Ltd (“we”, “us” or “our”). Nothing in this policy limits your statutory rights.

1. Personalised and bespoke products

Products made to your specifications or clearly personalised are not eligible for change-of-mind cancellation or return once production has begun. This includes items personalised with names, text, dates, photographs, logos, selected designs or other customer-supplied or custom details. The same rule applies to single items and bulk personalised orders.

This exclusion does not affect your rights where an item is faulty, damaged, not as described or incorrect.

2. Non-personalised products

For non-personalised products, you may notify us within 14 days after delivery that you wish to cancel. You then have a further 14 days to send the product back. Items should be unused, unaltered and in their original condition and packaging, except for handling reasonably necessary to inspect them.

For a change-of-mind return, you are responsible for the return postage. We do not charge a restocking fee. We refund the original standard delivery charge where one was paid; any additional amount paid for an upgraded delivery service is not refundable.

3. Faulty, damaged, incorrect or not-as-described products

These rights apply to both personalised and non-personalised products. Contact support@larencraft.com with your order number and details of the problem. Photographs may help us resolve the issue quickly but do not replace your statutory rights.

We will provide an appropriate repair, replacement, price reduction or refund in accordance with UK consumer law. If a return is required for a confirmed faulty, damaged, incorrect or not-as-described item, Laren Craft Ltd will provide a prepaid return label or reimburse reasonable return postage. We do not charge a restocking fee.

4. Return process and address

Please contact support@larencraft.com before sending a return so that it can be identified and processed correctly. Returns should then be sent as instructed to:

Laren Craft Returns
Suite Ra01
195–197 Wood Street
London
E17 3NU
United Kingdom

Please obtain proof of posting. Parcels sent without contacting us first may take longer to identify, but this does not affect your statutory rights.

5. Refund timing

Approved refunds are made to the original payment method. For a non-personalised change-of-mind return, we will issue the refund without undue delay and no later than 14 days after we receive the returned goods or evidence that they were sent back, whichever is earlier.

We may make a deduction for loss in value caused by handling beyond what is reasonably necessary to inspect the goods.

6. Cancellations and exchanges

Contact us immediately if an order needs to be cancelled. A personalised order can only be cancelled before production begins. We do not offer direct exchanges; an eligible non-personalised product can be returned and a separate order placed.

7. Company information

Laren Craft Ltd (Company No. 16944766)
Registered office: Suite Ra01, 195–197 Wood Street, London, E17 3NU, United Kingdom
Email: support@larencraft.com