At Westcountry Design, we want you to be happy with your purchase. If for any reason you change your mind, you have the right to return most items purchased from us within 14 days of receiving your order, in line with UK consumer law for online and distance sales.

1. Your Right to Cancel

If you buy from us online, by phone, or by mail order, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. This is known as your cooling-off period.

To exercise your right to cancel, you must notify us within 14 days of the day you receive your item(s) by contacting us.

You then have a further 14 days from the date you notify us to return the item(s) to us.

2. Conditions of Return

To be eligible for a return:

Items must be returned within 14 days of notifying us of cancellation

Items should be in a resalable condition

Items should be unused and, where possible, returned in their original packaging

You may inspect the goods as you would in a shop, but we may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics, and function.

3. Non-Returnable Items

The following items are non-returnable unless faulty or not as described:

Personalised or custom-made items

Perishable goods

Sealed items which are not suitable for return for health or hygiene reasons if unsealed after delivery

Unsealed audio, video, or software products

Newspapers and magazines

If you sell personalised mugs or made-to-order items, this section is especially important, because personalised/custom-made goods are generally exempt from the 14-day cancellation right unless faulty.

4. Return Costs

Unless the item is faulty, damaged, or not as described, you are responsible for the cost of returning the goods to us.

We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.

5. Refunds

Once we receive your returned item(s), or proof that you have sent them back, we will process your refund within 14 days. Refunds will be made using the same payment method used for the original purchase, unless we agree otherwise.

Your refund will include:

The full cost of the item(s)

The cost of our standard delivery charge (if paid)

Please note:

If you chose a premium delivery option (for example, express delivery), we only refund the cost of our standard delivery service.

6. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or not as described, please contact us as soon as possible with your order number and, where possible, photographs of the issue.

Under UK consumer law, you are entitled to a repair, replacement, or refund where goods are faulty, not as described, or unfit for purpose. Your statutory rights are not affected by this returns policy.