Refund policy

30-Day Return Policy

We want you to be happy with your order. If you need to request a return, please contact us at info@bluebellcrafts.uk within 30 days of placing your order.

This 30-day return policy applies to eligible non-custom products only and does not affect your statutory consumer rights.

To be eligible for a return, the item must be:

  • Unused

  • Unopened

  • In its original packaging

  • In the same condition as received

  • Returned with proof of purchase

Items must not be sent back to us without first contacting us and receiving return instructions. Returns sent without prior approval may not be accepted.

Return Shipping

Unless the item is confirmed to be faulty, damaged, or incorrect, customers are responsible for the cost of return shipping.

Original shipping costs are non-refundable unless the item is confirmed to be faulty, damaged, incorrect, or where a refund is required by law.

We recommend using a tracked shipping service, as we cannot be responsible for returns that are lost or damaged in transit.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if the item is damaged, defective, or incorrect.

To help us review the issue, please include:

  • Your order number

  • A clear description of the issue

  • Clear photos of the product, packaging, and any damaged or incorrect parts

We will review the information provided and, where appropriate, offer a suitable resolution. This may include a replacement part, partial refund, store credit, or refund, depending on the circumstances.

We reserve the right to assess each case individually before approving any refund or other resolution.

Personalised and Custom-Made Products

Personalised, custom-made, and made-to-order products are non-refundable and non-returnable once production has started, unless the item arrives damaged, defective, or incorrect.

This includes, but is not limited to:

  • Custom diamond paintings

  • Products made from a customer’s photo

  • Products made with names, dates, wording, or personal details

  • Custom designs requested by the customer

  • Special orders or personalised variations

For custom products, customers are responsible for providing a suitable image, correct spelling, correct names, and accurate order details.

Due to the nature of diamond painting, the final result may naturally vary from the original photo or digital preview. Colours, shading, facial details, fur details, small features, and overall sharpness may appear different once converted into a diamond painting design.

These natural variations are part of the diamond painting process and do not automatically qualify the item as faulty, defective, or eligible for a refund.

Where a preview, mock-up, or design approval is provided, production may begin after approval. Once production has started, the order cannot be cancelled, changed, refunded, or returned unless the item arrives damaged, defective, or incorrect.

Changes to Custom Orders

Any request to change the photo, size, drill type, wording, names, design details, shipping method, or any other order detail must be made before production has started.

Once production has started, we cannot guarantee that any changes can be made.

If production has already started, changes will not be possible and the order will continue based on the details originally provided by the customer.

Subjective Quality, Personal Preference, and Expectations

We carefully review all concerns, but refund requests based on personal preference, expectations, colour perception, image interpretation, or subjective quality opinions may be reviewed on a case-by-case basis.

A product will not automatically be considered faulty simply because the customer does not like the final appearance, expected a different result, changed their mind, or feels the quality is not what they personally expected.

For diamond paintings, customers acknowledge that the finished result is an artistic conversion of the original image and not an exact printed photograph. The level of detail depends on factors such as image quality, chosen canvas size, lighting, contrast, and the complexity of the original photo.

Where no manufacturing defect is identified, we may, at our discretion, offer a goodwill resolution. This may include a partial refund, store credit, discount code, replacement part, or other solution.

Any goodwill offer is made without admission of fault and does not affect your statutory rights.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@bluebellcrafts.uk.

For non-custom products, cancellation requests will be reviewed depending on whether the order has already been processed, packed, or shipped.

For custom, personalised, or made-to-order products, cancellation is only possible before production has started.

Once production has started, the order cannot be cancelled, changed, refunded, or returned unless the item arrives damaged, defective, or incorrect.

Where an order is cancelled after processing has started but before dispatch, we reserve the right to deduct reasonable costs already incurred, where permitted by law. This may include payment processing fees, handling costs, production preparation costs, design preparation costs, or other non-recoverable costs.

This does not affect your statutory rights.

Sale Items and Gift Cards

Sale items, discounted items, clearance items, and gift cards are non-refundable unless they are faulty, damaged, incorrect, or where a refund is required by law.

Refunds

Once we receive and inspect your approved return, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card provider to process and post the refund.

Original shipping costs are non-refundable unless the item is confirmed to be faulty, damaged, incorrect, or where a refund is required by law.

If more than 15 business days have passed since we approved your refund, please contact us at info@bluebellcrafts.uk.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason and without giving a justification.

To be eligible, the item must be unused, unopened, in its original packaging, in the same condition that you received it, and returned with proof of purchase.

Customers are responsible for the direct cost of returning the item, unless the item is confirmed to be faulty, damaged, or incorrect.

This right does not apply to personalised, custom-made, or made-to-order products once production has started, unless the item arrives damaged, defective, or incorrect.

Personalised and custom-made products include, but are not limited to, custom diamond paintings, products made from a customer’s photo, products made with names or wording, custom designs, and special orders.

Nothing in this section affects your statutory rights.

Your Statutory Rights

Nothing in this policy affects your statutory consumer rights.

If an item is faulty, damaged, incorrect, or not as described under applicable consumer law, you may be entitled to a suitable remedy.

For eligible online purchases, customers may have cancellation rights under applicable distance selling rules. These rights do not generally apply to personalised, custom-made, or made-to-order products unless the item is faulty, damaged, or incorrect.