Refund and Returns Policy
Last updated: August 2026
This policy forms part of our Terms and Conditions of Sale. It sets out your legal rights and how to use them. It doesn’t reduce those rights in any way.
|
What you bought |
Change of mind |
Faulty or not as described |
|---|---|---|
|
Printed book |
14 days from delivery |
Yes – full rights |
|
Handmade item from stock |
14 days from delivery |
Yes – full rights |
|
Made-to-order or personalised item |
No – see section 5 |
Yes – full rights |
|
Ebook download |
No once downloading starts – see section 6 |
Yes – full rights |
Return postage for change-of-mind returns is paid by you. Return postage for faulty items is paid by us.
1. Changing your mind
If you’re a consumer in the UK you have a legal right to cancel most online orders within 14 days of receiving them, for any reason at all. You don’t have to give us a reason and we won’t ask for one.
The 14 days run from the day after the day you (or someone you nominated) receive the goods. If your order arrives in several parts, the 14 days run from the day after you receive the last part.
2. How to cancel
Tell us clearly, before the 14 days are up, that you want to cancel. Any of these works:
Email technocroft@btinternet.com with your order number
Write to us at 33 Esplanade Terrace, Edinburgh, EH15 2ES
Complete the cancellation form at the end of this page and email or post it to us
You don’t have to use the form. What matters is that you tell us clearly and within the 14 days. Simply returning a parcel without telling us first will usually still work, but it’s slower and there’s a risk it can’t be matched to your order, so please do get in touch.
3. Sending the item back
Once you’ve told us you’re cancelling, send the goods back within 14 days.
Return them in a resaleable condition, with any tags, care cards, packaging and accessories included.
You pay the return postage for change-of-mind returns.
Please use a tracked service and keep proof of posting. Until we receive the item it remains your responsibility, and we can’t refund something that doesn’t arrive.
Pack carefully. Wooden items are easily chipped in transit and the original packaging is usually the best protection.
You’re allowed to handle the goods as you would in a shop – unwrap them, look at them, try them for size. If you handle them beyond that and their value is reduced as a result, we can deduct that reduction from your refund. In practice this means we may make a deduction for items returned scratched, marked, used or with damaged packaging that formed part of the product.
Returns address: 33 Esplanade Terrace, Edinburgh, EH15 2ES
4. Your refund
We’ll refund you within 14 days of receiving the goods back, or of you providing proof that you’ve sent them, whichever is earlier. Refunds go to the original payment method.
Your refund includes the standard delivery charge you originally paid. If you chose a faster or premium delivery option, we refund the standard rate rather than the enhanced one. If you’re returning only part of an order, we don’t refund delivery.
5. When the change-of-mind right doesn’t apply
The 14-day cancellation right doesn’t apply to:
Goods made to your specifications or clearly personalised. If you’ve asked us to make something to your own dimensions, in a wood you chose, or with a name, date or message added, we can’t resell it and can’t accept it back for change of mind. We’ll make this clear on the product page and in your order confirmation before you pay.
Digital content you’ve begun downloading – see section 6.
Sealed goods that aren’t suitable for return for health or hygiene reasons, once unsealed. (Delete if you don’t sell anything in this category.)
Your rights if something is faulty, damaged or not as described are not affected by any of the above. A made-to-order item still has to be well made, and if it isn’t, you’re covered.
Note: “handmade” on its own doesn’t remove your cancellation right. A one-off piece we made and put on the site for sale is still a stock item you can return.
6. Ebooks and digital downloads
Because a downloaded file can’t be returned, the law allows the cancellation right to be waived – but only if you agreed to immediate supply and acknowledged that you were giving up the right to cancel. We ask you to confirm both at checkout, and we record it.
So: once you start downloading, the 14-day right to cancel is gone. If you buy an ebook and don’t download it, you can still cancel within 14 days and we’ll refund you.
If the file is corrupt, incomplete, won’t open in the format we advertised, or isn’t as described, that’s a different matter entirely and you’re fully covered – contact us and we’ll fix it or refund you.
7. Faulty, damaged or wrong items
If something arrives broken, develops a fault, or isn’t what you ordered, contact us at technocroft@btinternet.com with your order number and a photograph if you can. Please contact us before sending anything back.
We pay return postage for faulty items, or arrange collection.
Within 30 days of delivery you can ask for a full refund.
After 30 days we’ll offer a repair or replacement first. Many wooden items can be repaired well; we’ll always tell you honestly which we think is better.
If a repair or replacement isn’t possible, or doesn’t fix the problem, you can have a refund.
Damaged in the post: please tell us within 14 days and keep the outer packaging until we’ve resolved it – carriers usually require it for a claim.
Bear in mind section 3 of our Terms of Sale: natural variation in grain, colour and figure, and normal seasonal movement in timber, aren’t faults.
8. Exchanges
We don’t operate a formal exchange process. If you’d like something different, cancel or return the original under this policy and place a new order – that way your legal rights and refund timings are clear. If the item is faulty, get in touch and we’ll sort out a replacement directly.
9. Gifts
If you received an item as a gift, contact us and we’ll do what we reasonably can. The legal right to cancel belongs to the person who placed the order, and refunds go back to the original payment method, so for a change-of-mind return the buyer will need to contact us. For faults, we’ll deal with whoever gets in touch.
10. Sale and discounted items
Sale items carry exactly the same rights as full-price items. Refunds are at the price you actually paid.
Model cancellation form
You don’t have to use this form, but you can if you’d like to. Complete and return it to us only if you wish to cancel the contract.
To: Technocroft Ltd, 33 Esplanade Terrace, Edinburgh EH15 2ES
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods: ______________________________________________
Order number: _______________________________________
Ordered on / received on: ____________________________
Name of consumer(s): _________________________________
Address of consumer(s): ______________________________
Signature (only if sending this form on paper): ______________________
Date: ______________
Questions? Email technocroft@btinternet.com or call 077 866 24985 and leave a message. We’d always rather hear from you than have you unhappy with something.