Returns & Refunds

Returns

For non-faulty goods (change of mind), our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food and magazines cannot be returned.

Additional non-returnable items:

- Made-to-order/Personalised Products

- Sale Products unless damaged or faulty

- Gift cards

- Downloadable software products

To complete your return, we require a receipt or proof of purchase.

Some situations warrant only partial refunds (if applicable):

- Any item not in its original condition, damaged, or missing parts for reasons not attributable to our error

- Any item returned more than 30 days after delivery

For faulty goods, the customer has a 30-day “short-term right to reject” the faulty item and receive a full refund. After 30 days (up to 6 months), if we are unable to repair or replace the item, we will offer a partial refund based on the fault identified. The customer must prove the fault existed at the time of purchase.

Refunds (if applicable):

Once your return is received and inspected, we will notify you via email that we have received your returned item. We will also inform you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be automatically issued to your original payment method within 2 working days.

Late or missing refunds (if applicable):

If you have not received your refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Next, contact your bank. Processing times vary before a refund appears.

If you have done all of this and still haven't received your refund, please contact us at quiltworks@quiltersguild.org.uk.

Original shipping costs, if paid, will be refunded if all items in the order are eligible and you request a refund.

Sale items (if applicable):

Only regular-priced items may be refunded; unfortunately, sale items are not eligible for refunds.

Exchanges (if applicable):

We only replace items if they are defective or damaged. To exchange for the same item, email us at quiltworks@quiltersguild.org.uk first and send your item via a trackable service to Quilters’ Guild, St Anthony’s Hall, Peasholme Green, York, YO1 7PW.

Gifts:

If the item was marked as a gift at purchase and shipped directly to you, a gift credit for the value of your return will be issued. Once received, a gift certificate will be mailed to you.

If not marked as a gift at purchase or if the order was shipped to the gift giver to pass on later, a refund will be sent to the gift giver, who will be informed of your return.

Shipping:

To return your product, contact us at quiltworks@quiltersguild.org.uk before mailing it back.

You will be responsible for paying your own return shipping costs.

Depending on your location, the time for your replacement to arrive may vary.

For items over £10, consider using a trackable shipping service or purchasing insurance. We cannot guarantee receipt of your returned item.