Returns & Refunds

Grahan & Sue Crafts - Refund and Returns Policy

At “woodentopwalker” we strive to provide our customers with the best quality service possible however, things can and do go wrong albeit rarely.

As amateur “Crafters” we do not sell items to get rich, merely to provide items that we hope people will appreciate "something different". 

• Right to Cancel:

You have the right to cancel your order within 14 days of receiving your goods without providing a reason although; in order to improve our service may we request your feedback please; this does not affect your cancellation rights. 

We always photograph items during and after packing to ensure there is a record of the condition at the time of sending to our customers, we strongly advise you to also photograph the item showing the defect/s.

We will provide you with the returns address once accepted.

• Return Process:

• To initiate a return, please contact us at woodentopwalker@gmail.com with your order number and the reason for returning the item. 

• Carefully repack the item in its original packaging, including all tags and accessories. We would strongly suggest that you photograph the item before, during and packaged stages before sending.

• Customers are responsible for the cost of returning the item. We strongly suggest that proof of posting and recorded delivery is used, failure to do so could slow or invalidate your claim especially if we don't receive the returned item.

• Refund Eligibility:

• Items must be unused, in their original condition, and with all original packaging to be eligible for a refund. 

• We will process your refund within 8 working days of receiving the returned item. 

• Refunds will be issued to the original payment method. 

• Faulty / Damaged Items:

• If your item is faulty upon arrival, please contact us immediately to arrange a replacement, refund or partial refund. 

• Please provide photographic evidence of the fault, If visible.

• Exclusions:

• Certain items may not be eligible for returns, including personalized / custom made items and items marked as "final sale” or “seconds". 

• Late or Missing Refunds:

• If you have not received your refund within 15 working days of the return being received, please contact us and we’ll pursue this with the payment company (Stripe).

·         Exchanges:

·         We will only replace items if they are defective or damaged.

Partial refunds are granted:

·        Partial refunds may be provided should there be a minor / cosmetic defect. Please photograph the item and the defect and include with your notification email. We always photograph items before and during the packing process.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.