Refund policy

Returns & Refunds Policy

At Spoutcraft Studio, every product is handcrafted with care and attention to detail. As many of our products are made to order, our returns policy differs between standard stock items and custom-made products.

Your Right to Cancel

United Kingdom

For standard stock items, we offer a 30-day return period from the date you receive your order.

European Union

If your order is delivered within the European Union, you have the right to withdraw from your purchase of standard stock items within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, you must notify us within the 14-day period.

Starting a Return

To request a return, please use your customer account:

https://account.spoutcraftstudio.co.uk

Alternatively, you can contact us at:

info@spoutcraftstudio.co.uk

If you completed your order using phone number only and did not provide an email address during checkout, you will not be able to access the customer account portal. In this case, please use the link provided in your SMS order confirmation to manage your order or contact us directly.

Returning Your Item

Once your return request has been approved or your cancellation has been notified, you must send the item back to us within 14 days.

Condition of Returned Items

You may inspect and handle the product as you reasonably would in a shop to establish its nature, characteristics and function.

If the product has been handled beyond what is reasonably necessary for this purpose and, as a result, its value has been reduced, we may make an appropriate deduction from the refund to reflect that reduction in value.

Where possible, we ask that products are returned in their original packaging, or otherwise packaged securely and appropriately to protect them during return transit. A return will not be refused solely because the original packaging is no longer available.

We recommend using a tracked delivery service, as customers remain responsible for returned goods until they are received by us.

Return Shipping Costs

Unless your item is faulty, damaged, or supplied incorrectly, customers are responsible for the cost of returning the item.

If your return is due to a manufacturing defect, quality issue, or an item supplied in error, Spoutcraft Studio will cover the return shipping costs.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 days of receiving the returned item.

Where applicable, we will also refund the standard delivery charge paid with your original order. Any additional charges for premium or expedited shipping services are non-refundable.

Please note that your bank or payment provider may take additional time to process and display the refund.

Custom-Made & Bespoke Products

The right to cancel or return does not apply to products that have been manufactured specifically to your requirements.

This includes, but is not limited to:

Custom dimensions
Custom projection lengths
Customer-specified pipe diameters
Bespoke designs
Special finishes
Personalised products
Project-specific modifications

As these products are made specifically for you, we cannot accept returns or cancellations once production has begun unless the item is faulty or there is a manufacturing defect.

Please ensure all measurements and specifications are checked carefully before placing your order.