Refund policy

 

At Tahlia Paige, I want you to be happy with your purchase. Every order is carefully prepared and packaged, but I understand that sometimes you may need to return something or change your mind.

I offer a 30-day returns policy for eligible items, alongside your statutory consumer rights.

If you have any questions or concerns about your order, please contact me at tahliapaigetextiles@gmail.com.

30-Day Returns Policy

If you change your mind about a purchase, you can request a return within 30 calendar days of receiving your order.

To qualify for a return under this additional store policy, items should be:

  • Unused and in their original condition, except for reasonable handling to inspect them.

  • Free from damage, marks or signs of use beyond what is necessary to examine the product.

  • Returned with any accessories or components originally supplied.

  • Accompanied by your order number or other proof of purchase.

Please include the original packaging where possible to help protect the item during its return.

This 30-day policy is offered in addition to your statutory rights, which are explained below.

How to Return an Item

To arrange a return, please follow these steps:

  1. Email tahliapaigetextiles@gmail.com within 30 days of receiving your order, including your order number and the item you would like to return.

  2. I will provide the return instructions and postal address.

  3. Package the item securely to help prevent damage during transit.

  4. Send the parcel back using a postal service of your choice.

I recommend obtaining proof of postage and considering a tracked service, particularly for higher-value orders.

Please contact me before sending your return so I can provide the correct address and help you through the process.

However, your statutory cancellation rights are not dependent on receiving prior approval, provided you notify me of your decision within the applicable legal timeframe.

Return Postage Costs

For returns where you have simply changed your mind, you are responsible for paying the cost of return postage.

You may choose your preferred postal service, although I recommend retaining proof of postage.

If your item is faulty, damaged, incorrect or not as described, I will cover reasonable return postage costs where required by law.

Please contact me before returning a faulty or incorrect item so I can help arrange an appropriate solution.

Your Statutory Right to Cancel

Under the Consumer Contracts Regulations, customers purchasing most goods online have the right to cancel their order without giving a reason.

You normally have 14 calendar days after receiving your goods to notify me that you wish to cancel.

Once you have notified me, you have a further 14 calendar days to send the goods back.

You can exercise this right by emailing tahliapaigetextiles@gmail.com with your name, order number and a clear statement that you wish to cancel.

You may also use the cancellation form provided at the end of this policy, although using the form is optional.

You are allowed to examine products as you would in a physical shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and function, a deduction may be made from the refund to reflect any reduction in value, where permitted by law.

Your statutory cancellation rights apply independently of the additional 30-day returns policy.

Refunds and Processing Times

Once your return has been received, I will check the item and contact you regarding your refund.

For returns made under the additional 30-day store policy, eligible refunds will normally be processed within 14 days of receiving the returned goods.

For returns made under your statutory cancellation rights, refunds will be issued without undue delay and no later than 14 days after I receive the returned goods or, if earlier, receive evidence that you have sent them back.

Where an order is cancelled before dispatch and no goods need to be returned, any refund due under your statutory cancellation rights will be processed within the applicable legal timeframe.

Refunds will normally be made to your original payment method unless you expressly agree otherwise.

Once the refund has been issued, your bank or payment provider may take additional time to make the funds available in your account.

No refund administration or restocking fee will be charged for exercising your statutory cancellation rights.

Original Delivery Charges

If you cancel and return your entire order under your statutory cancellation rights, I will also refund the cost of the original standard delivery service, where applicable.

For example:

  • If you paid 99p for Second Class delivery, this will be refunded when the entire order is cancelled under your statutory rights.

  • If your order qualified for free standard delivery, there is no original standard postage charge to refund.

  • If you selected the £3.50 First Class upgrade, the delivery refund will be limited to the applicable standard delivery charge rather than the additional cost of your chosen upgrade.

For partial returns, original delivery charges are not normally refunded unless required by law.

For change-of-mind returns accepted solely under the additional 30-day store policy, original delivery charges are not normally refunded.

These arrangements do not affect your rights where goods are faulty, incorrect or otherwise do not conform to the contract.

Damaged, Faulty or Incorrect Items

We take care when preparing and packaging every order, but if something arrives damaged, faulty or incorrect, please contact me as soon as possible.

Email tahliapaigetextiles@gmail.com with:

  • Your order number.

  • A description of the problem.

  • Photographs of the item and packaging, if possible.

Photographs can help us understand the issue more quickly, but they are not a requirement for exercising your statutory rights.

If an item is faulty, damaged or not as described, you may be entitled to a repair, replacement, refund or another appropriate remedy under the Consumer Rights Act 2015.

For qualifying faulty goods, you generally have a short-term right to reject the item within 30 days, with further rights that may apply after this period.

Where a return is necessary because of a fault or an error on my part, reasonable return postage costs will be covered in accordance with your statutory rights.

Sale and Reduced-Price Items

Items purchased in a sale or at a reduced price are eligible for the same statutory consumer rights as full-price products.

Sale items can also be returned under my additional 30-day returns policy, provided they meet the applicable conditions.

Please note that any refund will be based on the amount you actually paid for the item.

Personalised and Custom-Made Items

Certain products made to a customer's individual specifications or clearly personalised may be exempt from the statutory right to cancel for a change of mind.

If I offer a product that falls within this exception, I will make this clear before you place your order.

This exception does not remove your statutory rights if an item is faulty, damaged or not as described.

Standard products featuring my existing wildlife designs are not automatically excluded from returns simply because they are handmade or produced in small quantities.

Skincare Accessories and Personal Items

Reusable skincare pads, face cloths, sleep masks and similar accessories are covered by the returns arrangements outlined in this policy.

For change-of-mind returns under the additional 30-day store policy, please ensure these items remain unused and in a suitable condition for return.

Your statutory rights to inspect goods and your rights relating to faulty or misdescribed products remain unaffected.

Exchanges

If you would prefer a different product or design, please contact me at tahliapaigetextiles@gmail.com.

As many Tahlia Paige products are produced in small quantities, I cannot guarantee that an alternative design will be available.

For a change-of-mind exchange, the simplest option is usually to return the original item in accordance with this policy and place a new order.

If you receive a faulty or incorrect product, please contact me so I can arrange an appropriate remedy in accordance with your statutory rights.

Cancelling an Order Before Dispatch

If you have placed an order and would like to cancel it before dispatch, please email tahliapaigetextiles@gmail.com as soon as possible.

If your order has not yet been sent, I will arrange the cancellation and any refund due.

If your parcel has already been dispatched, you may still be able to exercise your statutory cancellation rights or use the additional 30-day returns policy.

Please refer to the relevant sections above for further information.

International Returns

International orders are currently available by request only.

If you have placed an international order and wish to return an item, please contact tahliapaigetextiles@gmail.com before sending anything back.

Return postage costs, customs procedures and applicable consumer rights may vary depending on the destination country and the circumstances of the return.

For voluntary change-of-mind returns, customers are responsible for return postage and any applicable return customs arrangements, unless otherwise agreed.

Where an item is faulty, damaged or incorrect, we will work with you to provide an appropriate remedy in accordance with applicable consumer law.

International returns should be clearly identified as returned goods on customs documentation where appropriate to help avoid unnecessary import charges.

Your Consumer Rights

Nothing in this policy limits or excludes your statutory consumer rights.

Under applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations, you may have rights relating to cancellations, faulty goods, misdescribed products and refunds.

The additional 30-day returns policy is provided as an extra benefit and does not replace these legal protections.

Contact Information

For returns, refunds, exchanges, cancellations or questions about your order, please contact:

Tahlia Paige

Email: tahliapaigetextiles@gmail.com

Website: https://www.tahliapaige.co.uk

The appropriate return address will be supplied when you contact me to arrange a return.

Optional Cancellation Form

You may use the following form to exercise your statutory right to cancel, but you do not have to use it. A clear email stating that you wish to cancel is also sufficient.

To: Tahlia Paige
Email: tahliapaigetextiles@gmail.com

I hereby give notice that I wish to cancel my contract of sale for the following goods:

Product(s):
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Date of cancellation:

Please email your completed cancellation request to tahliapaigetextiles@gmail.com.