Refund policy

Returns & Refunds Policy

We hope you love your Coy Pond Studio kit. As a small business, we do not offer exchanges or goodwill returns outside your legal rights.

Change-of-mind returns

If you are a UK customer buying online, you have the legal right to cancel your order within 14 days of receiving it.

To cancel, please email us at hello@coypondstudio within 14 days of delivery. You then have a further 14 days to return the item to us.

Items must be returned unused, complete, and in their original condition, including all canvas, threads, needles, accessories, packaging, and printed materials.

Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked service, as we cannot refund items that do not reach us.

Once we receive the returned item, we will process your refund within 14 days. We may reduce the refund if the item has been handled more than necessary, used, damaged, or returned incomplete.

Original standard delivery costs will be refunded where required by law. Any upgraded or express delivery charges are non-refundable beyond the standard delivery amount.

Customers in the European Union also have the right to cancel their order within 14 days of receiving it, without giving any reason (the 'cooling-off period'). To exercise this right, please contact us at hello@coypondstudio.com within 14 days of delivery. Items must be returned unused and in their original condition. Return postage costs are the customer's responsibility unless the item is faulty, damaged, or incorrect.

Exchanges

We do not offer exchanges. If you would like a different design, please return your original order in line with the policy above and place a new order.

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, please contact us at hello@coypondstudio as soon as possible with your order number and photos of the issue.

Where an item is faulty, damaged, or not as described, we will offer a repair, replacement, or refund in line with your statutory rights.

Custom or personalised orders

Custom or personalised items cannot usually be cancelled, returned, or refunded unless they are faulty, damaged, or not as described.

Sale items

Sale items are covered by the same legal rights as full-price items. We do not offer additional goodwill returns or exchanges on sale items.

Your statutory rights

Nothing in this policy affects your statutory rights.