Returns, cancellations and refunds

Last updated 10 August 2026

I want you to love what you have bought. This policy explains your cancellation and return rights when buying from Ally Fraser Makes. It does not affect your statutory rights.

Standard online-shop items

If you are a UK consumer buying a standard item online, you normally have the right to cancel without giving a reason. The cancellation period ends 14 days after the day you, or someone you nominate, receives the goods.

To cancel, email allyfrasermakes@gmail.com or use the website contact form with a clear statement that you wish to cancel. Please include your name, order number and contact details. You may also use the model cancellation form in the Terms & Conditions, but you do not have to.

After telling me that you wish to cancel, please send the item back within 14 days. It should be returned in the condition in which you received it and, where reasonably possible, in its original packaging. You may inspect an item as you would in a shop, but I may reduce the refund to reflect any loss in value caused by handling beyond what was necessary to establish its nature, characteristics and functioning.

Return costs

For a change-of-mind return, you are responsible for the direct cost of returning the item unless I agree otherwise. Because some pieces are large, heavy or fragile, please contact me before returning anything so that we can agree a safe method and the correct return address. I recommend a tracked and appropriately insured service.

If an item is faulty, damaged on arrival, not as described or incorrect, I will cover reasonable return costs where a return is needed.

Refunds

For a valid cancellation, I will refund the price paid, including any standard outbound delivery charge if one was separately charged. As UK standard delivery is currently included in the displayed price, there is normally no separate outbound delivery charge to refund.

I will make the refund without undue delay and no later than 14 days after I receive the returned goods or you provide evidence that you sent them back, whichever is earlier. I may withhold the refund until I receive the goods or evidence of return. Refunds are made using the original payment method unless we expressly agree otherwise.

Bespoke and personalised work

The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised, including bespoke commissions. I will discuss the brief, materials, dimensions and other important details with you before work begins.

This exclusion does not affect your rights if bespoke or personalised goods are faulty, not as described, or do not meet other legal requirements.

Faulty, damaged or incorrect items

Goods must be as described, of satisfactory quality and fit for purpose. If anything arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact me as soon as reasonably possible at allyfrasermakes@gmail.com. Providing your order number, a description and photographs can help me resolve the issue quickly.

Reporting transit damage within 48 hours is helpful for courier claims, but failing to do so does not remove your statutory rights. Depending on the circumstances and your legal rights, the remedy may be a repair, replacement, price reduction or refund.

How to arrange a return

Contact Ally Fraser Makes before sending an item:

Email: allyfrasermakes@gmail.com
Phone: 0787 259 8303
Address: Shed 2, Little Trolvis Quarry, Penryn, TR10 9DR, United Kingdom

Please do not send a large, fragile or bespoke item without agreeing arrangements first.