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Warranty & Returns

14 Day Returns Policy

If you are not 100% satisfied with your purchase please contact info@sandsembroidery.co.uk within 72 hours of receipt of the product to obtain a goods return number “GRN”.

Products may be returned up to 14 days from the date of purchase, providing you can provide a copy of the original receipt and the item has not been used or damaged and is returned in the same condition and original packaging in which it was delivered.

Unfortunately, there are some of our Products and Services that are non-refundable and cannot be cancelled once an order has been placed these include:

  • Anything that has been made to your specific requirements, is personalised or otherwise cannot be resold due to a bespoke element.
  • Creative pieces that are specially commissioned when you place an order.
  • Personal items sold with a hygiene seal (like facemasks, snoods, earrings, cosmetics or underwear) where the seal is broken.

All items being returned by customers shall be at the customers own cost and no refund can be claimed for carriage unless the product is faulty due to a manufacturing defect, whereupon your statutory rights to a refund or exchange are unaffected.

When returning a product to us, customers must retain the proof of postage certificate from the post office or courier. The proof of postage certificate must contain a tracking number relevant to the parcel. Once the parcel is received back in our warehouse the product will be inspected and a refund will be made within two normal working days, provided it has not been used or damaged by you.

When returning an item for exchange or refund, customers must ensure that they pay for adequate insurance for the parcel, equivalent in value to the cost of the items contained therein. Failure to do so will result in the customer remaining liable for the parcel should it be lost in transit during the return.

Sketch & Stitch

Faulty, Damaged, Incorrect Product Delivery Policy

In the unlikely event that our product arrives damaged or faulty, you must notify us within twenty four hours of delivery by sending an email to customerservice@sandsembroidery.co.uk. Included in your email we will require a copy of the receipt and photographs of the damage or fault with a short explanation of what you found damaged or faulty, if it is not obvious from the photo of the product.

If it appears that the product may have been damaged in transit please send us photos of any damaged packaging before removing the product from its packaging.

Returns of incorrectly supplied products should also be notified to us at customerservice@sandsembroidery.co.uk within twenty four hours of delivery.

Provided you have notified us within the relevant time periods we will provide you the option of either a refund or replacement. Refunds or replacements claimed outside of the relevant time period will be at our sole discretion.

The cost of collection and return of faulty, damaged or incorrectly supplied products from you shall be met by us.

Where faulty goods are returned to us for replacement, we reserve the right to credit or refund the price instead of replacing the product. Your statutory rights are not affected.

Sketch & Stitch

Non-Delivery of your Items

You must notify us by writing to customerservice@sandsembroidery.co.uk of a non-delivery within two working days of the scheduled delivery date. We will then give you the option of a credit or a further delivery of the missing product. If you do not notify us within the stated time limit, we shall not be liable for the non-delivery.