Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Where you have ordered a product which is too large/small or no longer needed/wanted at time of receipt of delivery, products may be returned no longer than two weeks after receipt of delivery (14 days). Return postage will be borne by you, the consumer, for these items. Items must be in a sale-able condition, meaning that they must be unused. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications of the Product having been used, removed, broken or tampered with.
Where you have been delivered a faulty/incorrect item, you should use one of the contact options on the website/platform from which you ordered as soon as possible. If it is agreed that you have received faulty/incorrect item(s), you will be advised on the next action to take as soon as possible.
If your items are misprinted, materially flawed, or defective in any way, please contact us at lucy@murdocksmake.co.uk within 14 days from receipt of merchandise and we will be happy to arrange for a return, reprint, or credit. Please provide your order number with all correspondence.
How to return an item
Due to the bespoke nature of our products, please contact us directly at lucy@murdocksmake.co.uk to discuss the specifics of how to return your product.
Refunds policy
Within ten (10) business days of us receiving your Order back by post, we will refund you the original purchase price providing that you return the Product(s) to us in a sale-able condition. You will receive an email informing you of the completion of your refund immediately after the return has been processed.
Refunds will be issued back to the payment method (credit/debit card or PayPal) which you used to place your Order. This will appear in your account within five (5) business days depending on your card issuer or longer for PayPal, as per PayPal’s service level.
Please note that you will not receive a refund until we have received your returned goods.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 24 Victoria Square, Portishead, North Somersert, BS20 6AQ.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at lucy@murdocksmake.co.uk for questions related to refunds and returns.