What is the returns, exchange and refunds policy?
Minerva Crafts offer a free returns service for all our UK customers. Order with confidence and if you are not 100% happy, simply return the product to us with your free returns label.
Subject to exceptions, Minerva Crafts is happy to refund your purchase within 14 days of delivery. Your refund will be credited to the original payment card, if you have used a Minerva Crafts Gift Card your refund will automatically be credited to the original giftcard.
Unwanted goods must be returned in a fully resaleable condition and any packaging must be intact. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.
Goods cannot be returned once they have been used or cut into under any circumstances. Please check for any faults or decide if you wish to keep the item or not before cutting into or starting to use them. This is in line with The Consumer Protection (Distance Selling) Regulations 2000.
Please note, sample and download products are non returnable and non refundable.
How do I return an unwanted item?
If you are unhappy with any of your goods for any reason, you can return them for a full refund providing they are in a saleable condition with any original packaging, within 14 days of receipt.
Please follow the instructions on your return form on how to return a parcel to us. Your return can be found attached to your despatch email.
Can I exchange an item?
Please return your unwanted goods for a full refund as above and place a new order on the website for the goods you would like in exchange.
When will I receive my refund?
Once we have received your return parcel in the post our returns department will email you to confirm your parcel has been received by us. Please allow 3-5 working days for returns to be processed once they are received by us. If you have requested a refund for your order we will send you the refund the same way you made payment. For example if you paid for your order by Paypal, your refund will be sent back via Paypal. Please allow 2-3 days for the refund to show in your account once the refund has been processed.
What are my rights under Consumer Contracts Regulations 2013?
If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. If you wish to cancel your order within 15 minutes of placing it, call customer services on 01254 708068. If more than 30 minutes have elapsed we will be unable to stop the processing of your order. Please refuse any delivery of cancelled goods, alternatively, you can return them via post. During this period you must take reasonable care of the goods. You will be charged for return postage in accordance with our returns policy. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.