Refund policy
Returns, Refunds and Exchanges Policy
Last updated: June 2026
At Helen Russell Creations, I want you to be delighted with your purchase. If you have any questions or concerns, please contact me at helen@helenrussellcreations.com and I will do my best to help.
Damaged or Faulty Items
Please inspect your order as soon as it arrives.
If your item arrives damaged or faulty, please contact me within 48 hours of delivery and provide:
- Your order number
- A description of the damage or fault
- Clear photographs of the item
- Clear photographs of the packaging
This information helps me investigate the issue with the delivery provider.
If an item has been damaged in transit or is faulty, I will offer an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015. This may include a replacement, repair or refund, depending on the circumstances.
Nothing in this policy affects your statutory rights.
Your Right to Change Your Mind
If you purchase from Helen Russell Creations as a consumer online, you have the legal right to cancel your order within 14 days of receiving your goods without giving a reason.
To exercise your right to cancel, you must notify me within 14 days of receiving your order by emailing helen@helenrussellcreations.com.
Once you have informed me of your decision, you have a further 14 days to return the item.
Items must be returned:
- Unused and in a resaleable condition
- With any original packaging where possible
- Adequately protected for return transit
You are responsible for the cost of returning unwanted items unless they are faulty, damaged or incorrectly supplied.
Refunds
Once your returned item has been received and inspected, I will process your refund within 14 days.
Refunds will be made using the same payment method used for the original purchase.
Where you are exercising your statutory right to cancel, I will refund:
- The purchase price of the item(s)
- The standard delivery charge paid when placing the order (where applicable)
Please note that I am not required to refund any additional costs paid for premium or expedited delivery options.
A refund may be reduced if the value of the item has been diminished through handling beyond what is reasonably necessary to establish its nature, characteristics and function.
Exchanges
If you would like to exchange an item for a different product, please contact me at helen@helenrussellcreations.combefore returning the original item.
Exchanges are subject to:
- Availability of the replacement item
- The request being made within the same 14-day cancellation period
- The original item being returned in a resaleable condition
You will be responsible for:
- The cost of returning the original item
- The delivery cost for sending the replacement item
If there is a price difference between the two items, any additional payment or refund will be arranged before the replacement item is dispatched.
Replacement items will only be sent once the original item has been safely received and inspected.
Items Exempt from Cancellation Rights
Under the Consumer Contracts Regulations 2013, certain items are exempt from the standard cancellation rights.
This includes:
Bespoke and Commissioned Artwork
I cannot accept cancellations, returns or refunds for bespoke or commissioned pieces that have been made to your specifications or personalised for you.
This does not affect your rights if the commissioned item is faulty, damaged or not as described.
Return Address
Please return items to:
Helen Russell Creations
Studio S4, The Local Motive, New Road, Mytholmroyd, West Yorkshire, HX7 5DU
Your Statutory Rights
Nothing in this Returns, Refunds and Exchanges Policy affects your statutory rights under applicable consumer protection legislation.
Damaged or Faulty Items
Please inspect your order as soon as it arrives.
If your item arrives damaged in transit, please contact me as soon as possible, ideally within 48 hours of delivery, and provide:
- Your order number
- A description of the damage or fault
- Clear photographs of the item
- Clear photographs of the packaging
Prompt notification helps me investigate the issue and make any necessary claim with the delivery provider.
If an item has been damaged in transit, is faulty, not as described, or not of satisfactory quality, please contact me at helen@helenrussellcreations.com.
Where a product is found to be faulty, damaged or not as described, I will provide an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015. Depending on the circumstances, this may include a repair, replacement or refund.
While I ask customers to report transit damage within 48 hours where possible, this request does not affect your statutory rights in relation to faulty, damaged or misdescribed goods.
Purchases Made at Events, Markets and Exhibitions
Helen Russell Creations regularly attends craft fairs, exhibitions, markets and other events where products may be purchased in person.
The 14-day cancellation rights described above apply to purchases made online, by email, telephone or other distance-selling methods.
For purchases made in person at an event, market or exhibition, the Consumer Contracts Regulations 2013 do not provide a statutory right to change your mind and return goods simply because you no longer want them.
However, if an item purchased at an event is faulty, damaged, not as described, or not of satisfactory quality, you remain protected by your rights under the Consumer Rights Act 2015 and should contact Helen Russell Creations as soon as possible so that the issue can be resolved.
Where appropriate, and at Helen Russell Creations' discretion, exchanges or returns for event purchases may be considered on a case-by-case basis, but this is not guaranteed and does not form part of your statutory rights.