We want you to be happy with your Little Custom Cottage order.

Because we sell both standard products and items personalised specifically for individual customers, the returns policy differs depending on the type of product purchased.

1. Non-Personalised Items – Change of Mind

Change of Mind

For eligible non-personalised products purchased online, you normally have the right to cancel your order without giving a reason.

You must let us know that you wish to cancel within 14 days after the day you receive your order.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

Please contact:

sales@littlecustomcottage.com

with your:

• Name

• Order number

• Item being returned

• Confirmation that you wish to cancel

2. Condition of Returned Items

You may inspect a product in the same way you reasonably would in a shop.

Returned products should be looked after while they are in your possession.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and function, we may be legally entitled to reduce the refund to reflect any loss in value.

3. Return Postage for Change-of-Mind Returns

Unless we have agreed otherwise, customers are responsible for the cost of returning an eligible non-faulty product following a change of mind.

We recommend obtaining proof of postage.

4. Refunds for Cancelled Non-Personalised Orders

Where you validly exercise your cancellation rights, we will refund:

• The price paid for the eligible returned product

• The cost of our standard outbound delivery option, where applicable

If you chose a more expensive delivery method, we are not required to refund the additional amount above our standard delivery charge.

Refunds will normally be issued within 14 days of receiving the returned goods, or within 14 days of receiving evidence that the goods have been returned if that happens sooner.

Refunds will normally be made using the original payment method unless otherwise agreed.

5. Personalised & Custom-Made Products

Products made to your specifications or clearly personalised are generally excluded from the statutory 14-day change-of-mind cancellation right.

This includes products customised with things such as:

• Names

• Dates

• Photographs

• Handwriting

• Personal messages

• Customer-selected custom wording

• Bespoke artwork

• Other individual specifications

Please read our full Personalised Items Policy below.

6. Faulty, Damaged or Incorrect Items

Your statutory rights still apply to personalised products.

If your item:

• Arrives faulty

• Is damaged

• Is not as described

• Is significantly different from what was ordered

• Contains a personalisation error made by Little Custom Cottage

please contact us as soon as reasonably possible.

Where appropriate, we may ask you to provide photographs showing the problem so that we can resolve it quickly.

Depending on the circumstances and your statutory rights, the available remedy may include:

• A replacement

• A repair

• A refund

• A partial refund or price reduction

Consumers generally have a short-term right to reject goods that do not conform to the contract within 30 days, subject to the applicable law.

After that period, other legal rights such as repair or replacement may apply.

7. Items Damaged in Transit

If your order arrives damaged, please contact us and provide:

• Your order number

• A photograph of the damaged item

• A photograph of the packaging where possible

Please keep the packaging until we have responded, as the delivery provider may require evidence.

8. Incorrect Delivery

If we have sent the wrong item, please contact us.

We will arrange an appropriate solution and will not require you to pay reasonable return postage for an item sent incorrectly by Little Custom Cottage.

9. Customer Errors

We cannot normally provide a free replacement or refund where a personalised item has been correctly produced using information supplied by the customer but the customer later discovers that the information supplied was incorrect.

Examples include:

• Incorrect spelling entered by the customer

• Wrong date supplied

• Wrong size ordered

• Wrong photograph uploaded

• Incorrect address entered

We will always try to help where possible, so please contact us if you notice an error.

10. Your Statutory Rights

Nothing in this Returns & Refund Policy affects your statutory consumer rights.