Refund policy
Returns & Refunds Policy
Last updated: 18 August 2026
At Fresh Creations Studio, we want you to be happy with your purchase. If you have any questions or concerns about an order, please contact us and we’ll do our best to help.
1. Standard Products
For products purchased through our website that are not personalised or made specifically to your requirements, you have the right to cancel your order within 14 days of receiving your goods, in accordance with UK consumer law.
If you decide to return an item:
- The item must be returned within 14 days of notifying us that you wish to cancel.
- Items should be unused and returned in their original condition and packaging where reasonably possible.
- You are responsible for the cost of returning an unwanted item unless the item is faulty, damaged or incorrectly supplied.
- We recommend using a tracked delivery service when returning an item, as we cannot be responsible for items lost in return transit.
Once your return has been received and checked, we will process your refund in accordance with applicable UK consumer law.
2. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or different from what you ordered, please contact us as soon as possible with your order number and photographs where appropriate.
We will assess the issue and, where applicable, offer a suitable remedy such as a replacement, repair or refund in accordance with your statutory consumer rights.
Your statutory rights are not affected by this policy.
3. Personalised & Custom-Made Orders
Because our customisation and personalised services are made specifically for each customer, custom or personalised items cannot normally be returned simply because you have changed your mind.
This includes items that have been:
- Personally designed or customised for you
- Printed with your requested design, image, name or text
- Altered or modified to your specifications
- Customised specifically to your requirements
This does not affect your statutory rights where a custom item is faulty, damaged, not as described or not made to the agreed specification.
We strongly recommend checking all artwork, names, spelling, sizes and design details supplied to us before production begins.
4. Customisation & Restoration Services
For restoration, customisation and other services, please contact us as soon as possible if you are unhappy with the work received.
Where a service has already been started at your request, cancellation rights may be affected by the nature and stage of the work. If you request that work begins during the cancellation period, you may be responsible for reasonable costs for work already carried out where applicable.
Once a service has been fully completed, cancellation rights may no longer apply where you have expressly requested that the service begin and acknowledged the applicable cancellation conditions.
This does not affect your statutory rights if the service has not been carried out with reasonable care and skill or does not meet the agreed requirements.
5. Refunds
Where a refund is approved, we will normally refund the original payment method.
For eligible cancelled online orders, refunds will be processed in accordance with applicable UK consumer law.
Where applicable, the cost of standard delivery will also be refunded. Additional costs chosen by you for an upgraded delivery service may not be refundable.
6. Exclusions
We cannot accept returns for items that have been damaged through misuse, accidental damage, incorrect cleaning or care, or use contrary to the product’s instructions and safety information.
For cleaning chemicals and solutions, please always follow the instructions and safety information provided with the product.
7. How to Contact Us
To request a return or discuss an issue with an order, please contact us at:
Email: freshcreationsstudio@gmail.com
Please provide:
- Your name
- Order number
- The item or service concerned
- The reason for contacting us
- Photographs where relevant
We’ll respond as soon as possible and advise you on the next steps.
Nothing in this policy affects your statutory rights under UK consumer law.
