Refund Policy

Refund & Returns Policy

Last updated: 20th March 2026

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At Mount Made, all items are handmade and crocheted individually. Due to the nature of our products, this policy outlines your rights and our returns process in line with UK consumer law.

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1. Your Right to Cancel (UK Law)

Under the Consumer Contracts Regulations 2013, customers usually have the right to cancel an order within 14 days of receiving it.

However, this right does not apply to:

• Goods that are made to order

• Goods that are personalised or customised

As all items sold by Mount Made are handmade, this exemption applies.

Therefore, we do not accept returns for change of mind.

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2. Returns & Refunds

We do not accept returns or offer refunds for:

• Change of mind

• Incorrect selection

• Natural variations in handmade items (including slight differences in size, colour, or stitching)

These variations are part of the handmade nature of our products and are not considered faults.

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3. Faulty or Damaged Items

You are entitled to a remedy if your item is:

• Faulty

• Damaged

• Not as described

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If this applies, you must:

• Notify us within 24 hours of delivery

• Provide your order number

• Include clear photographic evidence of the issue

Please contact us at: customerservice@mountmade.co.uk

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4. Resolution

If your claim is approved, we will:

• Offer a replacement item, or

• Provide a refund if a replacement is not available

We will advise you on the next steps, including whether the item needs to be returned.

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5. Important Conditions

• Items must not be used, washed, or altered before reporting an issue

• Claims made after 24 hours of delivery may be refused

• We reserve the right to assess whether an item is genuinely faulty

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6. Made-to-Order Items

Many of our products are created specifically for each customer.

This means:

Production may begin shortly after your order is placed
Orders cannot be cancelled once work has started
Each item may have slight variations due to the handmade process

By placing an order, you acknowledge and accept that your item may be made specifically for you and is non-refundable unless faulty.

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7. Your Statutory Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, including your right to receive goods that are:

• Of satisfactory quality

• Fit for purpose

• As described

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8. Contact Us

If you have any questions, please contact:

Mount Made
Email: customerservice@mountmade.co.uk