Last updated: 04 September 2026

1. Overview

At Ginama Arts & Crafts, we take pride in creating handmade and personalised items. Because of the nature of our products, refund eligibility varies depending on the type of item and the reason for the request. This policy explains when refunds are available, how to request one, and what customers can expect during the process.

2. Eligibility for Refunds

Refunds are available only in the following situations:

• Damaged items upon arrival

• Incorrect item received

• Faulty items that do not meet their intended purpose

To qualify, customers must contact us within 7 days of receiving their order.

3. Non‑Refundable Items

The following items cannot be refunded unless they arrive damaged or faulty:

• Personalised or custom‑made products

• Items created specifically to the customer’s design or request

• Sale or clearance items

• Items damaged due to misuse, accidents, or improper care

Handmade variations such as slight colour differences, texture changes, or minor imperfections are not considered faults.

4. Requesting a Refund

To request a refund, customers must:

1. Contact us within 7 days of delivery

2. Provide the order number

3. Include clear photos of the issue (damage, incorrect item, etc.)

Once received, we will review the request and respond within 2–3 business days.

5. Returns Process

If a return is required:

• Customers must send the item back in its original condition and packaging

• Return postage is covered by the customer unless the item is faulty or incorrect

• We recommend using tracked shipping; we are not responsible for lost return parcels

Refunds are issued only after the returned item has been inspected and approved.

6. Refund Method

Approved refunds will be issued to the original payment method.
Processing times may vary depending on the payment provider, typically 3–10 business days.

7. Exchanges

We offer exchanges only for:

• Incorrect items

• Damaged items

Exchanges for personalised items are possible only if the error was on our side.

8. Lost or Stolen Parcels

We are not responsible for parcels lost due to:

• Incorrect delivery information provided by the customer

• Courier delays or errors outside our control

Customers may file a claim directly with the courier.

9. Cancellations

Orders can be cancelled only before production begins.
Once a personalised item is in progress, cancellations are no longer possible.

For non‑custom items, cancellations are allowed until the order is shipped.

10. Contact Information

For refund or return requests, contact:

Ginama Arts & Crafts
Email: jane7.adam3@gmail.com
Location: Swindon, UK

Returns & Refunds Policy