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Returns & Refunds Policy

 

Last Updated: August 2026

 

At That SEND Mama, we want you to be delighted with your purchase. If something isn’t right, we’re here to help.

 

This policy explains your rights and how returns and refunds are handled.

 

1. Your Consumer Rights

 

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

If an item is faulty, damaged, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund.

 

2. Returning Non-Personalised Items

 

If you change your mind about a non-personalised item purchased online, you have the right to cancel your order within 14 days of receiving it.

 

To be eligible for a return:

* The item must be unused and in its original condition.

* It should be returned, where possible, in its original packaging.

* You must notify us of your decision to return the item within 14 days of delivery.

* Once you have notified us, you have a further 14 days to return the item.

 

Unless the item is faulty or incorrect, you are responsible for the cost of returning it.

 

3. Items That Cannot Be Returned

 

Unfortunately, we cannot accept returns for:

* Personalised or customised items.

* Commissioned artwork.

* Made-to-order products.

* Digital downloads.

* Gift cards.

* Items returned in a used, damaged or unsellable condition (unless they were faulty when received).

 

These exclusions do not affect your legal rights if the item is faulty or not as described.

 

4. Original Artwork

 

Original artwork is unique and should be handled with care. If your original artwork arrives damaged or faulty, please contact us as soon as possible with photographs of:

* The artwork.

* The packaging.

* The delivery label.

 

We will work with you to resolve the issue as quickly as possible.

 

5. Damaged or Incorrect Orders

 

If your order arrives damaged, defective or you receive the wrong item, please contact us within 48 hours of delivery. Please include:

* Your order number.

* A description of the issue.

* Clear photographs of the item, packaging and shipping label.

 

We may offer:

* A replacement.

* A repair (where appropriate).

* A full or partial refund.

 

We may ask you to return the item before processing your refund or replacement.

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Please note: When ordering artwork or hand made products, a slight variations in colour, texture, finish and brushstrokes are part of the character of the artwork and are not considered defects.

 

6. Lost Parcels

 

If your parcel has not arrived within the expected delivery timeframe, please contact us. We will investigate with the delivery company before arranging a replacement or refund where appropriate.

 

7. Refunds

 

Once we receive and inspect your returned item, we will notify you of the outcome. If your refund is approved, it will be processed to your original payment method within 14 days of receiving the returned item (or within 14 days of receiving proof that the item has been returned, where applicable). Your bank or card provider may take additional time to process the payment.

 

8. Exchanges

 

We do not offer direct exchanges. If you would like a different item, please return the eligible item (where applicable) and place a new order.

 

9. Cancelling an Order

 

If you wish to cancel your order, please contact us as soon as possible. If your order has not yet been dispatched, we will usually be able to cancel it and issue a full refund. If your order has already been dispatched, it will be treated as a return under this policy. Orders for personalised, custom-made or commissioned items cannot usually be cancelled once work has begun.

 

10. Return Address

 

Please do not return items without contacting us first. Return instructions and the appropriate return address will be provided once your return request has been approved.

 

11. How to Request a Return

 

To request a return or report a problem with your order, please contact: That SEND Mama, Email: thatsendmama@gmail.com.

 

Please include: * Your name. * Order number. * Details of the issue. * Photographs where relevant.

 

We aim to respond to all enquiries within 2–3 working days.

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