Refund policy

Returns & Refunds Policy

We hope you love your order. Each piece is carefully checked before it leaves us.

Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, or not as described, please contact us within 14 days of receiving your order with your order number and photos or details of the issue.

Please do not return an item without contacting us first.

If the item is confirmed to be faulty, damaged before delivery, or incorrect, we will provide return instructions and cover the applicable return costs. Depending on the circumstances, we will offer a repair, replacement or refund in accordance with your legal rights.

Damage caused by wear and tear, misuse, accidents or alterations is not considered a fault.

Change of Mind

For online orders, you have a legal right to cancel your order within 14 days of receiving it, where this right applies under consumer law.

If you cancel within this 14-day period, you must notify us and return the item within the required timeframe. The item must be returned in its original condition. You are responsible for the cost of returning the item, unless the item is faulty or applicable law requires otherwise.

After the statutory 14-day cancellation period, we do not accept returns for change of mind.

Custom & Personalised Items

Customised or personalised items may not be eligible for cancellation due to a change of mind where permitted by law. This does not affect your rights if the item is faulty or not as described.

International Orders

International customers may have additional rights under the laws of their country. We will comply with any mandatory consumer rights that apply.

Customers are responsible for return postage on change-of-mind returns where permitted by law.

Customers may also be responsible for any customs duties, import taxes or other charges imposed by their country.

Your Legal Rights

Nothing in this policy affects your statutory consumer rights.

If you have any questions about a return or refund, please contact:

studio@isabelnarayani.com