Refund Policy
A legal disclaimer
Returns & Refunds Policy
Last updated: July 2025
We want you to be delighted with your purchase. If for any reason you're not completely satisfied, we're here to help.
Returns Eligibility
You can return eligible items within 14 days of receiving your order. To be eligible for a return:
-
The item must be unused and in its original condition
-
It must be returned in its original packaging
-
You must contact us at [your email address] before sending it back
Items That Cannot Be Returned
We cannot accept returns for:
-
Personalised or custom-made items (unless faulty or damaged)
-
Digital downloads
-
Items returned after the 14-day window
-
Items not returned in original condition
Damaged or Faulty Items
If your order arrives damaged or incorrect:
-
Please email us at hello@spiralstonestudio.co.uk within 48 hours of delivery
-
Include your order number and clear photos of the item and packaging
-
We’ll arrange a replacement or refund promptly
Refunds
Once we receive your return and inspect it, we will notify you via email. If approved:
-
Refunds are issued to your original payment method
-
Please allow 5–7 business days for it to appear in your account
We do not refund original shipping costs unless the item was faulty.
Return Shipping
-
You are responsible for return shipping costs unless the item is faulty
-
We recommend using a tracked service for peace of mind
-
Please keep proof of postage
Exchanges
Need a different design or made a mistake with your order? Get in touch — we’ll do our best to help where possible.
Questions?
We’re here to help. Email hello@spiralstonestudio.co.uk with any concerns or queries and we’ll get back to you quickly.