Refund policy

Thank you for shopping with Watership Down Crafts.

We sell downloadable PDF sewing tutorials alongside a curated selection of finished handmade products. Different cancellation and returns conditions apply to digital downloads and physical products, so please read the relevant section below before making your purchase.

This policy does not affect your statutory rights.

Downloadable PDF Sewing Tutorials

Our sewing tutorials are digital products supplied as downloadable PDF files. Nothing will be sent to you through the post when you purchase a digital tutorial.

Cancelling a Digital Purchase

When you purchase a downloadable tutorial and choose to receive access to it immediately, you will be asked to agree that the download may begin before the end of the usual 14-day cancellation period.

You will also be asked to acknowledge that once the download begins, you lose your right to cancel the purchase simply because you have changed your mind.

For this reason, refunds and exchanges are not normally available after a digital tutorial has been downloaded or accessed.

Please read the product description carefully before purchasing to make sure the tutorial is suitable for you.

Problems with a Digital Tutorial

Please contact us if:

  • You cannot access or download your tutorial

  • You receive the wrong file

  • The file is corrupted or incomplete

  • The tutorial is faulty or does not match its description

We will first try to resolve the problem by providing technical assistance, correcting the file or supplying a replacement copy.

Where the problem cannot be resolved, you may be entitled to an appropriate refund. This does not affect your statutory rights relating to digital content.

Finished Handmade Products

Finished handmade products are currently available for delivery within the UK only.

Your Right to Cancel

You may cancel an eligible order for a finished handmade product within 14 days of receiving it, without needing to provide a reason.

You must let us know that you wish to cancel within this 14-day period.

After notifying us, you must return the product within the following 14 days.

Products That Can Be Returned

To qualify for a return, the product must be:

  • Unused

  • Unworn, where applicable

  • In its original condition

  • Returned with any original packaging, labels or accessories

You may handle the product only as much as would reasonably be permitted when examining it in a shop.

A deduction may be made from your refund if the product has been handled beyond what is necessary to establish its nature, characteristics and condition.

Personalised and Custom-Made Products

Products that have been made to your personal specifications or clearly personalised cannot normally be returned simply because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

How to Request a Return

To request a return, please contact:

info@watershipdowncrafts.com

Please include:

  • Your name

  • Your order number

  • The product you wish to return

  • A clear statement that you wish to cancel or return the order

We will then provide you with the return instructions and return address.

Please do not return an item without contacting us first.

Return Postage

Unless the product is faulty, damaged, incorrectly supplied or not as described, you are responsible for the cost of returning it.

We recommend obtaining proof of postage and using an appropriate tracked or insured service. You are responsible for the product until it reaches us.

If the product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will refund reasonable return postage costs.

Refunds for Returned Products

Once the returned product has been received, we will inspect it and confirm that the refund is being processed.

Eligible refunds will include:

  • The price paid for the returned product

  • The original standard delivery charge, where applicable

If you selected a more expensive delivery method than our standard delivery option, the additional delivery cost will not normally be refunded.

Refunds will be made to the original payment method. We aim to process refunds promptly and within the timescales required by UK consumer law.

Your bank or payment provider may take additional time to show the refund in your account.

Damaged, Faulty or Incorrect Products

Please contact us as soon as reasonably possible if your finished handmade product arrives:

  • Damaged

  • Faulty

  • Incorrect

  • Not as described

Where possible, please include photographs showing the problem, together with your order number.

Depending on the circumstances, we may offer a repair, replacement or refund in accordance with your statutory rights.

Although contacting us promptly makes the issue easier to investigate, your statutory rights are not limited to a 48-hour reporting period.

Exchanges

We do not normally offer direct exchanges.

To choose a different available product, please return the original eligible item for a refund and place a new order.

This does not apply where we are replacing an item because it is faulty, damaged or incorrectly supplied.

Items Returned to Us Because of an Incorrect Address

Please check that your delivery address is complete and correct before placing an order.

If an order is returned to us because the address supplied was incorrect or incomplete, you may be asked to pay the additional postage cost before it can be sent again.

Contact Us

For questions about a download, return or refund, please contact:

Watership Down Crafts
Email: info@watershipdowncrafts.com

Please include your name and order number so that we can assist you as quickly as possible.