Returns and Refunds Policy

Returns & Refunds Policy

Introduction and Scope

Façade Creations Ltd (“we”, “us”, “our”) is committed to treating our customers fairly. This Returns & Refunds Policy explains our procedures for accepting returns and issuing refunds, supplements (and never replaces) your legal rights under UK law. It applies to all purchases of goods made through our website or sales channels (including in-store, catalog, telephone or email orders) in both consumer (B2C) and business (B2B) contexts. Under UK consumer law, statutory rights always apply – for example, consumers have the right to a full refund if an item is faulty, misdescribed or unfit for purpose. Our policy is offered in addition to those legal rights: for instance, where we allow change-of-mind returns (see below), this is a goodwill practice beyond the minimum the law requires. We will clearly distinguish our voluntary return benefits from the rights guaranteed by law. All returns, exchanges, and refunds are subject to the terms below and the relevant UK statutes and guidance (summarised next).

Applicable Legal Framework

Our policy is informed by key UK consumer protection laws and guidance. For consumer sales (individuals buying goods for personal use), the primary statute is the Consumer Rights Act 2015 (CRA 2015), which requires goods to be of satisfactory quality, fit for purpose and as described. CRA 2015 gives consumers remedies (reject, repair, replace, refund or price reduction) if goods breach those standards. It is complemented by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often called the Distance Selling Regulations) for sales made at a distance (online, mail order, telephone) or off-premises (in the customer’s home, at events etc.). These Regulations grant consumers a 14-day cancellation (“cooling-off”) period and mandate upfront information and cancellation notice provisions. For business-to-business transactions, the CRA and Distance Selling Rules do not apply; instead, the Sale of Goods Act 1979 (SOGA) generally governs implied contractual terms. Under SOGA, goods must have implied conditions of title, satisfactory quality and fitness for purpose (unless expressly excluded). However, commercial contracts can modify or “contract out” some SOGA terms (subject to reasonableness). In all cases, we comply with guidance from Trading Standards (e.g. the Business Companion guides) and the Competition & Markets Authority (CMA). For example, under the Digital Markets, Competition and Consumers Act 2024 (DMCCA) it is a criminal offence to mislead consumers about their legal rights. This Policy is reviewed regularly to stay up-to-date with legal changes (including CMA guidance, UK GDPR on data, and relevant environmental laws such as the UK’s new Extended Producer Responsibility regulations).

Consumer Rights

Consumers have strong legal rights under UK law when purchasing goods. In broad terms, when you buy from us as a consumer, you are entitled to expect that the goods: (a) match any description or sample we gave you, (b) are of satisfactory quality (i.e. as a reasonable person would expect given the price and description), and (c) are fit for any particular purpose you made known to us. These guarantees arise automatically under CRA 2015. If a product fails to meet these standards, you have the right to remedies including repair, replacement, price reduction or refund, depending on timing and circumstances. These rights cannot be limited or excluded, and any statements to the contrary are void. In particular, even if an item is on sale or clearance, the consumer’s statutory rights (e.g. the right to refund faulty goods) remain the same as for full-price items.

Short-term right to reject: If goods are faulty on delivery (including if they do not match the description or are unfit for purpose), you may reject them and request a refund within 30 days of delivery. We will process a full refund promptly (see Refund Timing below).
Repair or Replacement: If a valid rejection is outside the 30-day window but within 6 months, we will offer to repair or replace the goods at no cost to you. Any repair/replacement must be done within a reasonable time and without significant inconvenience. If the repair or replacement attempt fails or is not provided within a reasonable time, you may request a final rejection and refund or a price reduction.
Price Reduction or Final Rejection: If repair/replacement fails or isn’t appropriate, you may keep the goods and claim an appropriate price reduction, or return them and get a refund. If you choose to return them, a refund will be issued; if you keep them, the reduction will be applied. In either case, any refund or reduction can account for your use of the goods (but no deduction can be made if the return is within 6 months of delivery, except for motor vehicles).
Burden of Proof: If you claim within 6 months, it is presumed the fault was there at delivery. After 6 months, you may need to show the defect was there originally. In practice, if we cannot prove otherwise, we will repair/replace or refund defective goods raised within 6 months.
Delivery or Missing Parts: If an order has multiple items or is split into deliveries, cancellation and return rights run from when the last item is delivered. If part of your order is missing or damaged in transit, please notify us immediately so we can send replacements or arrange a partial refund.

We do not discriminate between statutory and extended returns. For clarity, our policy is in addition to your statutory rights, not in place of them. For example, even if we allow returns for change of mind (see below), this will not limit your CRA rights if goods are defective. Any guarantees or warranties we offer are offered on top of these rights; per CRA rules, warranties must state that your legal rights are unaffected by the guarantee.

Business Customer Returns

For sales to businesses (other companies or professionals acting wholly or mainly for business purposes), consumer legislation generally does not apply. Instead, your rights are governed by the terms of the contract and the Sale of Goods Act 1979. By default, the Sale of Goods Act implies similar standards of title, quality and description, but the parties are free to agree different terms (subject to reasonableness under the Unfair Contract Terms Act 1977). In practice, this means no automatic cancellation or “cooling-off” rights exist for business customers. Unless otherwise agreed in writing, you have no statutory right to return goods simply because of a change of mind, unlike consumer customers.

However, businesses can expect that goods will generally match their description and be of satisfactory quality or fit for any declared purpose. If goods are defective, a business customer may seek remedies for breach of contract (repair, replacement or compensation) in the same way as a consumer might, subject to any agreed terms. We may require business customers to follow our Business Returns Procedure (for example, obtaining a Return Authorization and shipping goods back at the company’s cost, unless agreed).

As a matter of customer service, Façade Creations Ltd may choose to offer voluntary returns or exchanges to business accounts. For instance, we may allow returns of unused stock within a certain period, subject to a restocking fee. Any such business-to-business return policy will be clearly set out in our separate business terms or your sales contract. In all cases, business customers should inspect goods on delivery and notify us of any defects promptly; failure to do so may limit remedies. Bear in mind that misleading a business buyer about their contractual rights is also unlawful (misrepresentation or unfair contract terms). In general, we encourage amicable resolution: even if not legally required, we may grant returns or credits to preserve a good business relationship, but this is at our sole discretion.

Cancellation Periods (Distance and Off-premises)

Consumers (but not businesses) have special cancellation rights when purchasing away from our premises. If you buy online, by telephone, by mail order, or during a home or public event sale (so-called “distance” or “off-premises” contracts), you have a 14-day cooling-off period during which you may cancel for any reason – even if the goods are perfect. This period runs from the day after you (or a nominated person) receive the goods. You do notneed to give a reason. To cancel, you must notify us within 14 days (for example, by email or by returning the standard cancellation form we provide). We must then issue a refund within 14 days of receiving the returned goods (or proof of return). The customer is generally responsible for returning the item, unless we stated otherwise (see Return Shipping below).

If we failed to inform you of the cancellation right at the time of purchase, your cancellation window extends up to 12 months from delivery, or 14 days from the date you were finally informed. Note that instalment deliveries count as one transaction; if your order arrives in parts, the 14-day period begins after the last piece arrives.

For in-store (on-premises) sales made at our retail shop or physical location, no statutory “change of mind” return right applies. In other words, if you buy something in person and it simply does not fit or you change your mind, we are not legally required to accept it back (though we may do so as a courtesy – see below). Your rights in store purchases are limited to the usual remedies under CRA 2015: you may reject or claim repair/replacement only if the goods are faulty, not as described, or unfit for their intended purpose.

In all cases, cancellation rights apply only to purchases of goods. Services, events, or sealed goods (e.g. software downloads, health/hygiene items after unsealing) may have different rules under the Consumer Contracts Regulations.

Faulty, Damaged, and Non-conforming Goods

If goods are faulty, damaged in transit, not as described or otherwise not in conformity with the contract, you have the right to a remedy regardless of where the item was bought. Our approach is:

Faulty on arrival (within 30 days) – Full Refund: If you notify us within 30 days of delivery that an item is faulty, you have a right to a full refund. We will refund the purchase price (and original postage) promptly.
Beyond 30 days, up to 6 months – Repair or Replace: If you request, we will repair or replace the faulty item at no cost to you. We will carry out repairs or replacements within a reasonable time and at our expense.
After Repair/Replacement attempt – Price Reduction or Final Rejection: If repair/replacement is impossible or fails, you may then reject the goods (for a refund) or keep them with a price reduction.
Damaged or Missing in Transit: Please report transit damage or non-delivery immediately. If a delivery service has damaged the item, we will arrange a replacement or refund (we will work with the carrier). If parts of an order are missing, we will send replacements free of charge.
Time Limits: Under UK law, you generally have 6 years (5 in Scotland) from delivery to make any legal claim for breach of contract. However, if you suspect a defect, do not delay in notifying us so we can resolve it quickly.

Remedies and Timeframes: When a refund is due, we aim to process it within 14 days of agreeing that you are entitled. In practice, this means 14 days from the date we receive the returned goods (or evidence of their return). Where a repair or replacement is agreed, we must complete it without undue delay. If you choose a price reduction instead of returning the goods, that reduction will be calculated fairly and applied within a similar timeframe.

Proof of Purchase: We generally require proof of purchase (receipt, order number or bank statement) before processing a refund on goods. This is to prevent fraud and ensure proper entitlement.

Guarantees/Warranties: Any manufacturer’s warranty or our own guarantee does not affect your statutory rights. By law, guarantees must explicitly state that your statutory rights are unaffected. In other words, even if a warranty has expired, we may still owe you a repair/replacement or refund if the goods fail to meet statutory standards.

Return Procedures and Timeframes

To initiate a return or refund, please follow the steps below:

Contact Customer Service: Email or call our returns team (details at end of this policy) with your order number and reason for return. For distance sales, please do so within the statutory cancellation or defect period (whichever applies).
Obtain Return Authorization: We will provide you with a Returns Authorization Number (RMA) and detailed instructions. Include this on your return package. Do not simply mail items back without authorization – unapproved returns may be refused.
Pack the Goods Safely: Return items in their original packaging (if possible) or equivalent sturdy packaging. Include all accessories, manuals, labels and parts. For hygiene or consumable goods, we cannot accept returns if safety seals are broken or the item has been used.
Ship the Item: Send the goods to the address we specify. For consumers canceling under distance selling rules, you have 14 days from cancellation notice to post the item. Keep proof of postage/tracking. Mark the package as “Return” and include your RMA and a copy of the original invoice.
Inspection and Processing: Once we receive the returned goods, we will inspect them to confirm they are in the state claimed. We may contact you if we have questions (e.g. photographic evidence of damage).
Notification: Within 5 business days of receipt, we will notify you of acceptance and whether we will issue a refund, replacement, or credit.
Refund Execution: Any approved refund will be processed within 14 days of our acknowledgement. If the return is due to your cancellation, we will use the method outlined below; if it is due to a fault, we may issue a refund or replacement as requested.

Refund Methods and Timing

We will normally refund using the same payment method you used for the order. For example, card payments will be credited back to the same card once we receive the goods. Bank transfers will be refunded to the same bank account. If the original payment method is unavailable (e.g. expired card), we will ask for alternative bank details. Gift vouchers or store credit can also be provided if mutually agreed.

Timing: By law, refunds must be issued within 14 days of us agreeing they are due. We aim to exceed this where possible, but no refund will be unreasonably delayed.
Shipping Charges: For consumer cancellations, we will also refund the basic delivery charge you paid if the full order is returned. If you pay extra for express shipping, we will refund only the standard shipping cost, unless the failure was on our part.
Partial Refunds: If only part of an order is returned or cancelled (for example, you reject one item in a multi-item order), we will refund the corresponding portion of the payment.
No Cash Refunds for B2B Accounts: For business customers, any refunds will be processed in the form agreed (bank transfer or credit note), subject to the terms of our invoice or sales contract.

Exceptions and Limitations

Certain categories of goods are not eligible for return simply due to change of mind, unless faulty. These exceptions arise from the Consumer Contracts Regulations and specific statutes. In particular:

Custom-made, Personalized or Bespoke Items: Goods made or altered to your specifications (e.g. custom curtains, tailored items, engraved products) are exempt from the normal cancellation right. We will only offer a return or refund for these if the item is faulty or not as ordered.
Perishable or Hygienic Items: Items like food, flowers, or personal care products (e.g. razors, cosmetics) that deteriorate rapidly cannot be returned unless they are defective. Similarly, health or hygiene products (e.g. sealed medical or sanitary items) cannot be returned if their protective seal is broken.
Sealed Media and Software: Unwrapped or opened CDs, DVDs, computer software and similar media cannot be returned if the seal is broken, due to copyright law.
Newspapers, Magazines and Lottery Tickets: These are exempt from cancellation and return policies unless faulty.
Digital Products: Downloadable software, digital books or digital media are not subject to the 14-day cancellation right once delivered and accessed, except as required by law.
Final Sale Items: Items sold “as-is” or in final clearance may be non-returnable if clearly marked, except for statutory rights on faults. We will clearly indicate if a product is non-returnable.

In any case, these legal exceptions do not apply if the item is faulty, incomplete or misdescribed. For example, even a custom-made item must be refundable if it is defective. We reserve the right to refuse returns on the above categories if the reason given is simply a change of preference or use.

Responsibility for Return Shipping

Who pays for return postage depends on the reason for return:

Unwanted or Change-of-Mind Returns (Consumer): Unless otherwise specified, the consumer bears the costof returning goods they wish to cancel. In the UK, you are not required to pay a return postage fee if the retailer offers a free return service; however, if no free return option is given, the default is that the customer pays. For distance cancellations, we will inform you if you must cover return costs. (We recommend using a tracked shipping method for your protection.)
Faulty, Damaged or Misdescribed Goods (All Customers): We will pay for the cost of return shipping in this case. You should not be charged for returning items that are unsatisfactory or not as described. We will reimburse your postage costs or arrange a free collection. If returning to a store, please keep the receipt of any postage; we will reimburse reasonable expenses. Under CRA, the seller (us) is responsible for the reasonable cost of returning faulty goods, except that the consumer is not required to return them to the original shop location.
Business Customers: For B2B returns of defective goods, shipping costs are typically negotiated as per our invoice terms. We will generally require the goods to be sent back at your expense unless stated otherwise.

International Returns and Customs Duties

For customers outside the UK (international orders), the same consumer rights for cancellations and faults still apply, but customs and duties add complexity. Any import VAT, customs duties or handling fees paid when the goods were first shipped are not refundable by us. If returning an international order, please be aware that you may be liable for export costs and any re-import taxes. We recommend using a tracked courier and clearly marking the package as “returned goods.” We advise you to consult your country’s rules; for example, UK customers may reclaim UK VAT via HMRC if goods are returned. In all cases, the customer is responsible for ensuring compliance with their local export/import regulations when returning goods. (Façade Creations Ltd is not liable for any customs clearance delays, import duties, or re-shipment costs that arise on returns from abroad.) For international cancellation, we have 14 days after final delivery to accept cancellation notices; the return shipping cost arrangements then follow the rules above.

Refund Rights in Partial Deliveries

If your order was delivered in multiple shipments, your legal right to cancel covers each delivery separately until the final item is received. For example, if two items are ordered and only one arrives, the 14-day cancellation period only begins when both have been delivered (or when the last installment arrives). Similarly, if part of an order is received damaged or missing, you may treat that part as a separate fault claim. We will process refunds pro rata for the affected portion of the order. In practice, it is best to wait until all parts arrive before deciding to return the entire order, to avoid complications in refund calculations. If you prefer, you may cancel an incomplete order within the cancellation period after the last delivery.

Accessibility for Vulnerable Consumers

We strive to make our returns process inclusive and accessible. Under the Equality Act 2010, businesses must make reasonable adjustments to help disabled customers. Consistent with this, we will accommodate special needs wherever possible. For example, if you have difficulty using standard return methods (e.g. traveling to a drop-off location), please contact us to arrange alternative solutions (such as a free home collection). We also ensure our communications (emails, forms, website instructions) are compatible with assistive technologies. If you are experiencing any vulnerability (such as difficulties with vision, mobility, or cognition) that makes returning goods hard, please let us know and we will work with you. Our goal is that no customer is unfairly prevented from exercising their rights due to a disability or other vulnerability.

Environmental Considerations in Returns

We are committed to minimizing the environmental impact of returns. Our packaging and returns practices follow the UK’s Extended Producer Responsibility (EPR) and waste regulations. Under EPR, producers are responsible for the recovery and recycling of packaging waste, which incentivizes us to use minimal, recyclable packaging. We encourage customers to reuse or recycle packaging materials for returns whenever practicable. When processing returns, we inspect items for re-sale or donation before resorting to recycling or disposal. We also strongly encourage repair over replacement whenever feasible, to reduce waste. If a product cannot be repaired, we aim to responsibly recycle it in accordance with UK waste handling regulations.

All of our product packaging complies with the Packaging (Essential Requirements) Regulations 2015, meaning it is designed to be as light and recyclable as possible. For example, we avoid excessive wrapping, use recycled cardboard where feasible, and label materials for easy sorting. We also participate in the UK Packaging Waste Regime (PRN/EPR), which funds recycling infrastructure. By prioritizing circular principles, we help reduce the carbon footprint of returns. Customers can assist by returning items in the smallest adequate packaging (if possible) and reusing boxes. Together, we aim to prevent unnecessary waste from returned goods and packaging.

Record Keeping and Complaint Escalation

We maintain thorough records of all transactions, returns and refunds in line with legal and tax requirements. Typically, this means keeping documents for at least six years, reflecting the time period consumers have to bring a claim. Our teams log each return/refund request, along with correspondence and resolution steps. This ensures transparency and accountability in our process.

If you have a complaint about a return or refund that we are unable to resolve to your satisfaction, you may request that it be escalated. We will review any dispute internally, and we participate in Alternative Dispute Resolution (ADR) schemes for e-commerce businesses. As a last resort, consumers have the right to take unresolved issues to Trading Standards or the Competition and Markets Authority for enforcement of consumer law. Business customers may seek remedy through the courts or agreed arbitration as provided in their contracts. At all times we aim to handle complaints promptly and fairly.

Policy Review and Contact Details

We regularly review this policy to ensure it remains legally compliant and user-friendly. It was last updated on 1 August 2025. Changes in the law (e.g. new regulations or guidance) will be reflected in updated versions on our website. Please check back periodically to stay informed of your rights and our procedures.

Contact Us

If you have any questions or concerns about this policy, please contact us.

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