At House of Suncatcher, we want every customer to feel confident when purchasing our handcrafted suncatchers. Whether you are choosing a bespoke design, a thoughtful gift, or a radiant sun catcher craft for your home, we understand that sometimes circumstances change. Our Returns & Refunds Policy has been carefully designed to provide clarity, fairness, and peace of mind. It reflects our commitment to transparency and trust, ensuring that your experience with us is as bright as the light our suncatchers capture.
1. Eligibility for Returns
We accept returns on most products within 30 days of delivery.
- Condition of Items: To qualify for a return, items must be unused, undamaged, and in their original packaging.
- Proof of Purchase: A valid order confirmation or receipt is required.
- Exclusions: Certain bespoke or personalised suncatchers for windows may not be eligible for return unless they arrive damaged or faulty.
This policy ensures that every returned item can be resold or reused without compromising quality.
2. Refunds
Refunds are processed once returned items have been inspected.
- Method of Refund: Refunds are issued to the original payment method.
- Processing Time: Typically within 5–7 working days after we receive the returned item.
- Partial Refunds: If an item shows signs of use or damage not caused by delivery, a partial refund may be applied.
We aim to make refunds straightforward and timely, so you can shop with confidence at House of Suncatcher.
3. Exchanges
Sometimes you may prefer to exchange your item rather than request a refund.
- Like‑for‑Like Exchange: If stock is available, we can replace your sun catcher craft with the same design.
- Alternative Designs: You may choose a different style or shape of suncatcher, with any price difference adjusted accordingly.
- Custom Orders: Bespoke exchanges may take longer, as they require new production.
4. Damaged or Faulty Items
We take great care in packaging, but if your order arrives damaged:
- Immediate Contact: Please notify us within 48 hours of delivery.
- Evidence Required: Photographs of the damage help us process claims quickly.
- Resolution Options: We will offer a replacement, repair, or full refund depending on the situation.
This ensures that every customer receives a flawless suncatcher for windows that meets our standards.
5. Non‑Returnable Items
Certain products cannot be returned:
- Personalised Suncatchers: Custom designs made specifically for your request.
- Sale Items: Clearance or heavily discounted items may be final sale.
- Gift Cards: Non‑physical items such as vouchers are non‑returnable.
We highlight these exclusions clearly at checkout to avoid confusion.
6. How to Initiate a Return
The process is simple and customer‑friendly:
- Contact Us: Email our support team at contact@houseofsuncatcher.co.uk with your order details.
- Approval: We will confirm eligibility and provide return instructions.
- Packaging: Securely repackage your suncatcher to prevent damage in transit.
- Dispatch: Send the parcel using a tracked service.
- Confirmation: Once received, we’ll notify you and process your refund or exchange.
7. Return Shipping Costs
- Customer Responsibility: Unless the item is faulty or damaged, customers are responsible for return shipping costs.
- Refund of Costs: If the return is due to our error, we will reimburse reasonable postage expenses.
- International Returns: Customers outside the UK should use a reliable courier with tracking.
8. Timelines
We aim to resolve all returns and refunds quickly:
- Return Approval: Within 1–2 working days of your request.
- Refund Processing: Within 5–7 working days after receiving the item.
- Exchanges: Typically dispatched within 3–5 working days, subject to stock availability.
9. Customer Commitment
Our Returns & Refunds Policy reflects the values of House of Suncatcher:
- Experience: Years of expertise in handling artisan products with care.
- Expertise: Knowledge of customer needs and clear communication.
- Authoritativeness: Transparent policies that build trust with our UK audience.
- Trustworthiness: Fair resolutions and reliable support at every stage.
10. Contact Us
If you have any questions about returns, refunds, or exchanges, please reach out to our customer support team:
contact@houseofsuncatcher.co.uk