Refund policy

Refunds, Returns & Cancellations Policy

Last updated: 09/10/2025

I want every customer to feel completely confident when ordering from Handmade by Christine. Each piece I create or curate is handled with care and attention to detail.

This policy explains how refunds, exchanges, and cancellations are handled across all areas of my work — including handmade keepsakes, curated gifts, and memorial or restoration items.

💜 1. General Policy

  • I comply fully with UK consumer law for all eligible purchases.

  • Please read the section below that applies to your order type before making a return or cancellation request.

  • If you’re ever unsure which applies, email me at sales@handmadebychristine.co.uk — I’ll always handle queries personally and with care.

🪷 2. Handmade by Christine (Custom Resin & Personalised Items)

Each piece in this category is made to order and often incorporates personal materials supplied by you. For this reason, these items are exempt from cancellation or refund under UK Consumer Contracts Regulations once work has begun or materials have been received.

Refunds & Cancellations

  • Cancellations can only be accepted before materials are received or work has started.

  • Once materials are received or creation has begun, no cancellations or refunds can be issued.

  • If you change your mind after placing a booking, please contact me within 24 hours of payment to discuss options.

Faults or Issues

  • I take great pride in quality. If you believe your item is faulty, please contact me within 48 hours of receipt with clear photos and a description.

  • I will assess and, if appropriate, offer a repair, partial refund, or remake.

  • Handmade resin work may naturally contain small bubbles, variations in colour, or slight surface texture — these are part of the handmade process and are not considered faults.

Workmanship Guarantee

All keepsakes made by Handmade by Christine are covered by a 6-month workmanship guarantee from the date of delivery.
This covers faults related to my materials or processes, not damage caused by misuse, impact, or storage conditions.

🌸 3. Curated by Christine (Selected & Sourced Products)

Items in this range are carefully chosen by me but are not made by hand in my studio.

Returns & Refunds

  • You may return unused, non-personalised items within 14 days of delivery for a refund or exchange, in line with UK consumer law.

  • Items must be unused, in original packaging, and in re-saleable condition.

  • Return postage is the buyer’s responsibility unless the item was faulty or incorrect.

Faulty or Incorrect Items

  • If you receive a damaged or incorrect item, please email sales@handmadebychristine.co.uk within 7 days of delivery with photos.

  • A replacement or refund will be arranged promptly.

🌼 4. Memories by Christine (Ashes, Hair, Flowers, Umbilical Cord & Restoration Work)

These are highly personal and made using irreplaceable materials. Each is crafted with care and respect, but due to the nature of the work, special conditions apply.

Refunds & Cancellations

  • Once I have received your materials, work is considered started, and refunds or cancellations are not available.

  • If you decide not to proceed before posting your materials, please notify me immediately.

  • Deposits or design fees are non-refundable once design preparation or communication has begun.

Timescales

  • The standard timeframe for completion is up to 6 months from receiving your materials.

  • Restoration or complex pieces may take longer (up to 26 weeks after assessment approval).

Imperfections & Materials

  • Organic materials such as flowers, hair, and ashes behave unpredictably in resin.
    Small bubbles, shifts in tone, or texture differences are natural and not faults.

  • Once an inclusion is placed in resin, it cannot be removed or re-cast without risk.

Restoration Work

  • Restoration services are offered in good faith to improve pieces made by other makers.

  • No guarantee is provided for perfect results or colour matches.

  • The final result will always be an improvement, but perfection cannot be guaranteed due to the condition of the original work and materials.

✉️ 5. How to Start a Return or Query

Please contact me directly at sales@handmadebychristine.co.uk before returning any items.
Include:

  • Your order number

  • Your full name

  • Photos of any issues (if relevant)

  • A brief description of the problem

Once approved, I’ll provide return instructions. Please ensure returns are packaged securely and sent using a tracked postal service.

🌿 6. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

  • Earrings (unless faulty)

  • Custom and personalised orders

  • Gift vouchers or digital products

  • Any item made using personal inclusions

🌻 7. Refund Processing

Approved refunds are processed back to the original payment method within 5–10 business days of the returned item being received and inspected.

🌺 8. My Commitment

I understand how special and sentimental these items are, and I will always do everything possible to make sure you are happy with your keepsake or purchase.
If something isn’t right, please contact me — I promise to handle your concern personally and with care.

Handmade by Christine
📩 sales@handmadebychristine.co.uk
© 2022 Handmade by Christine. All rights reserved.