Refunds & Returns

Written for this store and current as of the date above, but not reviewed by a solicitor. Anything still shown in blue needs your input. UK consumer law sets minimum rights that nothing on this page can reduce.

This policy sits alongside your legal rights, it does not replace them. If you bought as a consumer in the UK, the Consumer Contracts Regulations and the Consumer Rights Act apply.

1. Changing your mind

You have 14 days from the day your order arrives to tell us you have changed your mind, and a further 14 days to send it back. As long as it comes back unused and in its original condition, we refund you within 14 days of it reaching us, or of you showing proof of postage, whichever comes first.

Return postage is paid by you unless the item is faulty, damaged, or not what you ordered. Please email us before sending anything back so we know to expect it. Returns go to [RETURN ADDRESS].

2. Made to order still means returnable

Every cushion is printed after you place your order. That does not make it bespoke, and it does not take away your right to cancel. The exemption in the Consumer Contracts Regulations covers goods made to your own specification or clearly personalised — a name or a photograph you supplied, for example. Our designs are our own and you chose one from a range, so your full 14-day right applies.

If we ever sell something you personalise yourself, we will say plainly on that product page that the cancellation right does not apply to it.

3. Commissions

Commissioned work is made to your specification, so it is exempt from the standard cancellation right once work has started. Deposits are non-refundable at that point. If you cancel before work begins, your deposit is refunded in full. If the finished work does not match the agreed brief, we will put it right.

4. Faulty or damaged items

Tell us within 30 days of delivery and we will put it right — that is your short-term right to reject under the Consumer Rights Act. Send a photograph of the problem and we will arrange a replacement or a full refund. You will not normally need to post a damaged cushion back to us.

5. How to start a return

Email Hello@graftdesign.co.uk with your order number and what you would like to do. We will confirm the next steps.

6. Refunds

Refunds go back to your original payment method within 14 days of us accepting the return. Your bank may take a few days longer to show it. UK delivery is free, so there is no delivery charge to refund.

7. Contact

Hello@graftdesign.co.uk