Kirnix Basic

All orders are carefully prepared and packed by me here at Kirnix in Gloucestershire.

**Processing Times**

Most orders are prepared and dispatched within 3–5 working days. Some items are made to order or personalised, so these may take a little longer.

Please check the processing time shown on the individual product listing before ordering.

Working days are Monday to Friday, excluding UK bank holidays.

**Delivery**

Orders are dispatched using an appropriate postal or courier service, depending on the size, weight and packaging requirements of the item.

Delivery charges are displayed at checkout unless the listing specifically states that delivery is included.

Once your order has been dispatched, I'll update its status and provide tracking information where the delivery service supports it.

Delivery estimates are not guaranteed, as delays can occasionally happen once a parcel is with the delivery company.

**Packaging**

I take care when packing orders, particularly the more delicate resin and AquaCast pieces. I use suitable protective packaging to help everything arrive safely.

**Delivery Problems**

If your order hasn't arrived when expected, please get in touch through Crafter's Market so I can look into it.

If a parcel arrives damaged, please let me know as soon as possible. Photographs of the item and packaging are helpful when investigating what has happened.

If you need something for a particular date, please contact me before ordering so I can confirm whether it's achievable.

**International Orders**

Delivery availability and charges will be shown at checkout. I only accept orders for destinations supported by my current shipping settings.

I want you to be happy with your Kirnix purchase. If something isn't right, please get in touch and I'll do my best to sort it out.

**Returns and Refunds**

For standard, non-personalised products, I accept returns requested within 30 days of delivery.

If you've changed your mind, the item should be returned in its original condition, with all supplied parts and accessories. You're welcome to inspect it as you would in a shop, but a deduction may be made if handling beyond that has reduced its value, where permitted by law.

For change-of-mind returns, buyers are responsible for return postage costs. Please contact me before posting anything back so I can provide the correct return details.

Refunds will be processed through the original payment method. Where a statutory cancellation applies, I will refund the relevant payments, including standard outbound delivery where required, within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, whichever is earlier.

For returns accepted under my additional 30-day policy, refunds will be arranged once the returned item has been received and checked.

**Damaged, Faulty or Incorrect Items**

If your order arrives damaged, faulty or isn't what you ordered, please contact me as soon as possible, ideally within 48 hours of delivery.

Photographs of the item and packaging are helpful, but not essential to your statutory rights.

Depending on the circumstances and your legal rights, I'll arrange an appropriate repair, replacement or refund. Reasonable return postage costs will be covered where I am responsible for the problem.

**Personalised and Custom-Made Products**

Items genuinely made to your individual specifications or clearly personalised for you are generally excluded from change-of-mind cancellation rights.

This does not affect your rights if the item is faulty, damaged or not as described.

Choosing from standard colours or options does not automatically make a product exempt from cancellation rights.

**Handmade Variations**

Every Kirnix piece is individually handmade. Small variations in colour, pattern and finish are normal, particularly with marbled and resin designs.

I do my best to show colours accurately, but different screens can display them slightly differently.

Nothing in this policy affects your statutory consumer rights.

**Cancellations**

If you need to cancel an order, please contact me as soon as possible, preferably within 6 hours of placing it.

As many Kirnix items are handmade or made to order, I may begin preparing your purchase quite quickly.

I'll always try to accommodate cancellation requests.

For standard products, your statutory cancellation rights remain in place even if the six-hour request window has passed or your order has already been dispatched.

Genuinely personalised or custom-made items may be exempt from change-of-mind cancellation rights.

**Returns**

For standard, non-personalised items, I accept return requests within 30 days of delivery.

Please contact me through Crafter's Market before returning an item so that I can provide return instructions.

You then have 14 days from notifying me of your return to send the item back.

For change-of-mind returns, return postage is normally the buyer's responsibility. I recommend using a tracked service and obtaining proof of postage.

If an item is faulty, damaged or incorrect, please get in touch so I can arrange an appropriate solution.

**Exchanges**

If you'd like to exchange an item, please contact me first.

Exchanges depend on product availability and whether the item is eligible for return.

For standard products, the simplest option may be to return the original item and place a new order.

Personalised items generally cannot be exchanged because of a change of mind, but your statutory rights still apply if something is wrong.

**Your Consumer Rights**

For eligible online purchases, you have the legal right to cancel from the time you order until 14 days after delivery, without giving a reason.

If you cancel within that period, you have a further 14 days to return the goods.

These rights apply alongside my 30-day returns policy. Nothing in this policy limits your rights under UK consumer law.