REFUND POLICY

Every piece is handmade with care, and we hope you love your order. This policy explains what to do if you change your mind or if something is wrong. It forms part of our Terms and Conditions and does not affect your statutory rights.

1. Changing your mind

1.1 If you are not happy with a ready-to-ship piece for any reason, you can cancel your order within 14 days of the day it is delivered.

1.2 Once you have told us you are cancelling, you then have a further 14 days to send the piece back.

1.3 Please return it in the condition you received it, in its original packaging. You may handle the piece as you would in a shop to check it. If it has been used, damaged or handled more than that, we may reduce your refund to reflect its loss in value.

1.4 You are responsible for the cost of return postage when you change your mind.

2. How to return an item

2.1 Email info@alexhoran.co.uk with your name, order number and the piece you are returning. We will confirm the return address.

2.2 Pack the piece carefully so it is not damaged in transit, and use a tracked service. Keep your proof of postage until your refund arrives, as the piece is your responsibility until it reaches us.

3. Custom and commissioned pieces

3.1 Custom and commissioned pieces are made to your specification, so we cannot accept returns or exchanges if you change your mind once work has begun.

3.2 Before we start, you will approve all the design details. Where appropriate, we will share progress photos so adjustments can be made and you are happy with your weaving.

3.3 The 50% deposit is non-refundable once work has begun, as it covers design time and materials bought for your piece.

3.4 This does not affect your rights if a finished commission is faulty or not made as agreed (see section 4).

4. Faulty, damaged or not as described

4.1 Please check your parcel when it arrives. If the piece is damaged, ideally tell us within 24 hours with photos of the packaging and the piece, so we can claim from the carrier.

4.2 If a piece (including a commission) is faulty, damaged in transit or not as described, you can return it within 30 days of delivery for a full refund.

4.3 After 30 days, we will offer a repair or replacement where possible, or a refund if that is not possible.

5. Handmade variations and care

5.1 As each piece is handmade, small variations and imperfections are a natural part of the process. They add to the character of each weaving and are not faults.

5.2 We cannot accept returns for damage caused by misuse, improper handling or not following the care instructions provided with your piece.

6. Your refund

6.1 We will refund you within 14 days of receiving the piece back, or of you showing us proof that you have sent it, whichever is sooner.

6.2 Your refund will include the original standard delivery charge. If you chose a more expensive delivery option, we will refund only the cost of our standard delivery.

6.3 Refunds are made to your original payment method.

6.4 If you have any questions, email info@alexhoran.co.uk.