We take care with every order. Here is what to do if something goes wrong, how personalised products are handled, and when refunds or returns may be available. Orders can move into production quickly. If you notice an incorrect design, spelling, colour, size or other order detail, please contact us immediately through our Contact Us page and include your order number. We will try to make changes before production begins, but cannot guarantee amendments or cancellation once production is under way. Once an order has been fulfilled, we do not accept cancellations or offer change-of-mind refunds simply because the customer selected the wrong design or details. This does not affect rights where an item is faulty, misdescribed or otherwise fails to meet legal requirements. Many Sarnia Crafts products are printed or personalised specifically for an order. We generally do not accept change-of-mind returns of genuinely personalised or bespoke products where the law permits this exception. A product is not necessarily bespoke merely because it is printed after an order is placed; any applicable cancellation rights for standard products remain unaffected. Faulty, damaged or incorrectly supplied personalised goods can still qualify for a remedy. If an item arrives faulty, damaged or not as described, please contact us as soon as possible. Our preferred returns process is to notify us within 14 days of receiving the item, then return it within a further 14 days after we provide return instructions. Please include your order number, a description of the issue and clear photographs where possible. These are our administrative targets, not deadlines that remove statutory rights: we will consider valid consumer claims made later where the law requires. Please check the size guide and product measurements carefully before ordering. We are generally unable to accept returns for an incorrect garment size selected by the customer where no statutory cancellation right applies, especially on personalised items. We remain responsible if we supply the wrong size, provide materially inaccurate measurements or descriptions, or deliver a faulty garment. Customers are responsible for checking any text, names, dates, images, layout options and design selections submitted at checkout. If we reproduce customer-approved details accurately, we generally cannot offer a refund solely because the customer later changes their mind or discovers an error in their own submission. If we make a production error or the finished product does not match the agreed specification, please contact us so we can put things right. Screen settings, fabric textures, coating and printing methods may create minor differences between digital previews and physical products. Small variations that do not make an item faulty or materially different from its description are not normally grounds for a refund. Significant printing defects, incorrect artwork, major misalignment or materially incorrect colours will be assessed as potential faults. Please follow any washing, drying, ironing and handling instructions supplied with your item. We cannot normally cover damage caused by misuse, unsuitable washing, accidental damage, alterations or ordinary wear and tear. This does not exclude responsibility for a product that was defective or not sufficiently durable when supplied. Contact us before posting anything back. Include your order number, the product concerned, a brief explanation and photographs if available. We will review your request, explain the next steps and provide a return address where appropriate. Please do not send products to an address that we have not confirmed. Keep proof of postage and package returned items securely. Where a return is required because we supplied faulty, damaged or incorrect goods, we will arrange or reimburse reasonable return costs as required by law. For any discretionary return or a valid change-of-mind cancellation, return postage responsibilities will be explained before the return, subject to applicable legal rules. Please contact us promptly about missing parcels, damaged packaging or incorrect deliveries so that we can investigate. Where a product is faulty, misdescribed or not fit for purpose, we will offer the remedy required by applicable law, which may include a repair, replacement, price reduction or refund. Any approved refund will normally be returned to the original payment method. We will explain the outcome and expected processing times once the claim has been assessed. We will not require customers to accept store credit instead of a refund where a refund is legally due. Nothing in this policy excludes or restricts your statutory consumer rights. Eligible non-personalised online purchases may carry a legal change-of-mind cancellation right even where the goods are not faulty. Any applicable exemptions for genuinely bespoke or personalised products will be applied only where legally permitted. Where these rights apply, they take precedence over our voluntary returns conditions. Send us your order number and a brief explanation. We will review the details and advise on the next steps. This policy should be read alongside our Terms and Conditions. Nothing here affects your legal rights. Refunds and Returns.
Order cancellations and changes
Personalised and made-to-order products
Faults, damage and our 14 + 14 process
Clothing sizes and fit
Artwork, spelling and design approval
Print colours, placement and finish
Care instructions and normal wear
How to request a return
Return postage and delivery problems
Refunds, replacements and resolutions
Statutory rights and distance sales
Need to discuss an order?
Something wrong with your order? Please contact us immediately so we can help before production or arrange a suitable resolution.
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