Very Crafty Thoughts (VCT)
Gary Flinn trading as Very Crafty Thoughts
Website: www.vct.rocks
Email: gary.vct@mail.com

Last updated: 11 October 2026

At Very Crafty Thoughts, we take pride in creating personalised gifts, homeware and engraved products with care and attention to detail.

We want you to be delighted with your purchase. However, we understand that occasionally things may not go as expected.

Please read our Returns & Refunds Policy before placing an order.
 

1. Personalised and Custom-Made Products

Many of our products are created specifically for individual customers, including items personalised with names, photographs, messages, logos or customer-supplied designs.

Under UK consumer law, products made to a customer's specifications or clearly personalised are generally excluded from the standard 14-day change-of-mind cancellation right.

This means we cannot normally accept change-of-mind returns for genuinely personalised items once they have been made.

However, your statutory rights remain fully protected if an item is faulty, damaged, incorrectly personalised by us or not as described.
 

2. Non-Personalised Products

For standard products that have not been personalised or made to your individual specifications, you generally have the right to cancel your online purchase within 14 days of receiving your order.

You must notify us of your decision to cancel within this period.

After notifying us, you have a further 14 days to return the item.

You may inspect the product as you would in a shop. However, we may make a lawful deduction from your refund if the item has been handled beyond what is necessary to establish its nature, characteristics and functioning, resulting in diminished value.

Unless otherwise agreed, customers are responsible for the direct cost of returning unwanted goods.
 

3. Cancelling an Order Before Production

If you wish to cancel or amend a personalised order, please contact us as soon as possible at:

gary.vct@mail.com

Where production has not yet started, we will do our best to accommodate your request.

Once production has started, cancellation of genuinely personalised products may not be possible.

This does not affect your statutory rights.

4. Damaged, Faulty or Incorrect Items

Every order is carefully prepared and checked before dispatch.

If your item arrives damaged, faulty or incorrectly made, please contact us as soon as reasonably possible.

Please include:

• Your order number

• A description of the issue

• Photographs of the item, where possible

We will investigate and arrange an appropriate solution in accordance with your statutory rights, which may include a repair, replacement or refund.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods for a refund, subject to the applicable legal conditions. Further rights may apply after this period.

Where goods are faulty or do not conform to the contract, we will cover reasonable return costs where legally required.
 

5. Personalisation Errors

Customers are responsible for checking the spelling, dates, names and other information submitted with their orders.

If we reproduce the details exactly as supplied, we cannot normally offer a free replacement or refund solely because the customer provided incorrect information.

However, if we make an error during production or the finished item does not match the agreed specifications, we will put things right in accordance with your consumer rights.

Please contact us promptly if you notice an error in your order details.
 

6. Customer-Supplied Images and Designs

Customers ordering products featuring their own photographs, artwork or designs should ensure that submitted files are suitable for the intended product.

Low-resolution images may affect the finished appearance.

We will endeavour to identify significant image-quality concerns before production, although we cannot guarantee that every issue will be apparent in advance.

Where a product is faulty, not as described or does not meet the agreed specifications, your statutory rights remain unaffected.
 

7. Handmade and Natural Variations

Some products may feature natural variations in wood grain, colour, texture or engraving appearance.

Minor differences can occur because of the materials and production processes used.

These variations do not necessarily indicate a fault, provided the product remains of satisfactory quality, fit for purpose and as described.
 

8. How to Request a Return

Please email gary.vct@mail.com or use the contact form at www.vct.rocks.

Include your order number and the reason for your return request.

We will provide the appropriate return instructions and address.

Please do not send items back without first contacting us, so we can ensure your return is handled correctly. This does not restrict your legal right to cancel an eligible order by clearly notifying us within the cancellation period.
 

9. Refund Processing

Where a refund is due following a valid change-of-mind cancellation, we will process it within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

For eligible cancellations, the refund will include the original standard delivery charge where required by law. Additional costs for choosing a more expensive delivery option are not normally refundable.

Refunds will normally be issued to the original payment method unless otherwise agreed.

Refunds for faulty goods will be handled within the timeframes required by applicable consumer law.
 

10. Missing or Delayed Deliveries

If your order has not arrived within the expected delivery period, please contact us.

We will investigate the delivery and work with the delivery provider to resolve the issue.

We remain responsible for goods until they are delivered to you or to a person you have identified to receive them, subject to applicable consumer law.
 

11. Your Statutory Rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer protection legislation.
 

12. Contact Us

For questions about returns, refunds, cancellations or damaged products, please contact:

Very Crafty Thoughts
Gary Flinn trading as Very Crafty Thoughts
Email: gary.vct@mail.com
Website: www.vct.rocks

We aim to resolve all customer concerns fairly, promptly and professionally.

Thank you for supporting Very Crafty Thoughts — custom-made gifts, homeware and engraving, created with care.