Returns & Refunds Policy

Last updated: July 2026

At Craft Garage, every item is carefully designed, laser cut and finished to order. Many of our products are personalised or custom-made specifically for you, which means they cannot be resold.

We take great pride in the quality of our work and want you to be completely satisfied with your order.

Custom & Personalised Orders

Due to the personalised nature of our products, we do not offer refunds, returns or exchanges for:

  • Custom-made products

  • Personalised items

  • Products made to your specifications

  • Approved custom designs

  • Incorrect information supplied by the customer (including spelling, dates, dimensions or uploaded artwork)

Please double-check all details before submitting your order, as production begins once your order has been approved.

Standard Products

If you purchase one of our standard, non-personalised products and it arrives damaged, defective or incorrect, please contact us within 7 days of receiving your order.

Where appropriate, we will:

  • Replace the item

  • Repair the item

  • Provide a refund where a replacement or repair is not possible

Photographs of the issue may be required before a replacement or refund can be processed.

Damaged During Shipping

If your parcel arrives damaged, please:

  1. Take photographs of the packaging and the damaged item.

  2. Contact us within 48 hours of delivery.

  3. Include your order number and photographs in your message.

We’ll work with you and the courier to resolve the issue as quickly as possible.

Incorrect Orders

If we’ve made a mistake and you’ve received the wrong item, we’ll make it right.

Please contact us within 7 days of receiving your order with your order number and photographs of the item you received.

Colour, Grain & Material Variations

Many of our products are made from natural materials such as wood, cork, leather and bamboo.

Natural variations in grain, knots, colour, texture and engraving appearance are part of the character of these materials and should not be considered defects.

Similarly, colours displayed on screens may differ slightly from the finished product due to monitor and device settings.

Cancellations

Orders may only be cancelled before production has started.

Once design work, laser cutting or engraving has begun, the order cannot be cancelled or refunded.

How to Contact Us

If you have any questions about your order or believe there is an issue with a product you’ve received, we’d love the opportunity to help.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs where applicable

We’ll review your enquiry and respond as soon as possible.

Thank you for supporting a small, local workshop. Every order is made with care, precision and attention to detail.

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