Returns & Refund Policy

We want you to be completely happy with your purchase. This policy sets out your rights and explains how returns and refunds work when you buy from us.

Scope: This policy applies to orders placed directly through our website at alchemycollectives.co.uk. Orders placed through third-party marketplaces such as Amazon, eBay, or B&Q are subject to that platform's own returns policy. Business-to-business and trade account orders are subject to separate commercial terms – see Section 9.

Every item is individually manufactured to order using advanced 3D printing. Slight variations in finish are part of the production process and are not considered defects. We inspect all items before dispatch, but if there is a problem, we will work with you to put it right.

1. Cancelling Your Order – Change of Mind

Although our products are made to order, we offer a 14-day change of mind cancellation period as a goodwill gesture on standard catalogue items, in line with the spirit of the UK Consumer Contracts Regulations 2013.

  • You have 14 days from the day you receive your item to notify us that you wish to cancel.
  • Start your cancellation using our self-serve returns portal or email returns@alchemycollectives.co.uk.
  • Once you cancel, please return the item within 14 days.
  • You are responsible for return postage costs. If your item is later confirmed as faulty, damaged, or incorrect, we will refund reasonable return postage after inspection.
  • Please use a tracked delivery service and keep proof of postage until your refund is complete. We cannot accept responsibility for returns lost in transit.
  • The return address will be provided when you start your return.

Please note: If you ordered the wrong product (for example, a 6mm spacer when you needed a 10mm), this is treated as a change of mind, not as an incorrect item. We are happy to help you identify the correct product for a new order.

2. Conditions for Return

To be eligible for a change of mind return, items must be:

  • Unused and uninstalled
  • In original, re-sellable condition – free from marks, damage, or modification
  • Returned in suitable protective packaging

Custom and personalised items: Items that have been customised, personalised, or manufactured to a bespoke specification cannot be returned for change of mind. Your statutory rights still apply in full if an item is faulty or not as described.

Bundles and multi-packs: Items sold as part of a bundle or multi-pack must be returned as a complete set. We are unable to accept partial returns from bundled products.

Items not eligible for return:

  • Items that have been installed, fitted, or affixed to a surface
  • Items that have been modified, cut, or altered in any way
  • Items returned after 14 days without prior written agreement
  • Samples or prototype items provided for evaluation (see Section 10)

3. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or not as described, please contact us as soon as possible at returns@alchemycollectives.co.uk. Please include clear photographs of the issue and the packaging so we can resolve the problem quickly.

Within 30 days of delivery:

  • You can choose a full refund or a replacement.
  • We will refund reasonable return postage once the item is received and confirmed as faulty or incorrect.

After 30 days and up to 6 months:

  • We will offer a repair or replacement in the first instance.
  • If a repair or replacement is not possible or fails, you may request a refund.

These timeframes reflect your rights under the Consumer Rights Act 2015.

4. Refunds

  • Refunds are processed within 14 days of receiving and inspecting your returned item.
  • Refunds are issued to your original payment method.
  • We refund the cost of standard delivery. Upgraded delivery services (e.g. Royal Mail Tracked 24) are not refunded unless the item is faulty.
  • We may apply a deduction to your refund if the item shows signs of use or handling beyond what is necessary to inspect the product – for example, if a spacer has been test-fitted, shows scuff marks, or has adhesive residue.

5. Delivery Issues

Non-delivery or missing parcels: If your tracking shows your parcel as delivered but you have not received it, please contact us within 7 days. We will investigate with the carrier and, where appropriate, arrange a replacement or refund. We may ask you to check with neighbours and your local delivery office before we raise an investigation.

Failed deliveries returned to us: If a parcel is returned to us by the carrier as undeliverable (for example, due to an incorrect address or failed delivery attempts), we will contact you to arrange redelivery. A further delivery charge may apply. If you do not respond within 14 days, we will treat the order as cancelled and issue a refund less the original delivery cost.

Delivery delays: Our estimated delivery times are provided in good faith but are not guaranteed. If your order is significantly delayed, you may contact us to cancel before dispatch for a full refund. Once an item has been dispatched, standard cancellation terms apply. We are not liable for delays caused by the carrier or events outside our reasonable control.

6. Bulk and Large Quantity Orders

For orders exceeding 50 units of any single product, the following additional terms apply:

  • Change of mind returns are not available on bulk orders. We strongly recommend ordering a small sample quantity first to confirm suitability.
  • Faulty item claims on bulk orders must be supported with photographs and a count of affected units. We may ask for a representative sample to be returned for inspection before processing a refund or replacement for the full quantity.
  • Bulk refunds are processed within 21 days of completing our inspection.

If you are placing a large order and have specific requirements, please contact us before ordering so we can discuss your needs and confirm lead times.

7. International Orders

For orders shipped outside the United Kingdom:

  • International customers are responsible for all return shipping costs, including any customs duties, taxes, or import charges incurred on the return.
  • We are not responsible for parcels lost or delayed by international postal services. Please use a tracked and insured shipping method.
  • Refunds on international orders will be issued in the original transaction currency. We are not liable for any exchange rate differences.
  • Any customs duties or import taxes paid on the original delivery are the responsibility of the customer and are not refundable by us.

8. Return Address

The return address will be provided once you start your return through our self-serve returns portal or by contacting us directly. Please do not send returns without first obtaining a return address and any required reference number. Unsolicited returns may experience delays in processing and we cannot guarantee a refund for items sent without prior arrangement.

9. Business-to-Business and Trade Orders

Orders placed under a trade account or business-to-business agreement are not covered by consumer returns legislation. The following terms apply:

  • Returns are accepted only where goods are confirmed as faulty, damaged in transit, or not matching the agreed specification.
  • Change of mind returns are not available on B2B orders unless specifically agreed in writing.
  • Claims must be raised within 7 days of delivery, supported by photographs and a description of the issue.
  • Replacement or credit will be offered in the first instance. Refunds are issued only where a replacement is not feasible.
  • Any specific return arrangements agreed as part of a commercial contract take precedence over this general policy.

For trade account enquiries, please contact trade@alchemycollectives.co.uk.

10. Samples and Prototypes

Where samples or prototype items are provided for evaluation purposes, the following applies:

  • Samples provided free of charge are non-returnable and non-refundable.
  • Samples purchased at a reduced or full rate may be returned within 14 days if unused, but the customer is responsible for return postage.
  • Prototype or pre-production items are provided on an as-is basis. Minor variations from final production specifications are expected and do not constitute a fault.

11. Marketplace Orders

Orders placed through third-party marketplaces including Amazon, eBay, B&Q Marketplace, and any other platform are governed by the returns policy of that marketplace. If you purchased through a marketplace, please initiate your return through that platform.

If you are unsure where your order was placed or need further assistance, contact us at returns@alchemycollectives.co.uk and we will direct you to the correct process.

12. Contact Us

For all returns and refund enquiries:

We aim to respond to all enquiries within 1 working day.

Policy last updated: February 2025