Refund policy
Overview
At Crafty Sausage, each item is carefully produced with quality and attention to detail. Many of our products are made to order, which means our returns policy differs depending on whether the item is personalised or non-personalised.
We pride ourselves on exceptional customer service, and we aim to be fair, transparent and helpful if something isn’t right.
Personalised & Made-to-Order Items
Due to the bespoke nature of personalised products, we do not accept returns or offer refunds for:
• Items featuring names, dates, photos or custom text
• Custom designs created specifically for you
• Products altered or produced to your specification
• Commissioned or bespoke items
These items are made especially for you and cannot be resold.
However, if your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery and we will resolve the issue quickly.
Non-Personalised Items
We accept returns on non-personalised products (for example standard designs from our Regional Collection) within 14 days of delivery, provided:
• The item is unused
• The item is returned in its original condition and packaging
• You contact us first to arrange the return
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
Refunds are processed once the item has been safely received and inspected.
Damaged or Faulty Items
We take great care to package all orders securely to ensure they arrive safely.
If your order arrives damaged, you must notify us within 48 hours of delivery by emailing hello@craftysausage.co.uk - with:
• Your order number
• A description of the issue
• Clear photos of the damaged product
• Clear photos of the outer packaging
• Clear photos of the internal packaging
These photos are required in order for us to investigate the issue and submit a claim with the courier where appropriate.
Unfortunately, we may be unable to offer a replacement or refund if photographic evidence of both the product and packaging is not provided, as this is required by the courier when assessing transit damage claims.
Please retain all packaging until the issue has been resolved. We will always aim to resolve genuine issues as quickly as possible.
We will arrange a replacement or refund where appropriate.
How to Return an Item
- Email hello@craftysausage.co.uk with your order number and reason for return
- Wait for confirmation and return instructions
- Send the item back securely packaged
We recommend using a tracked postal service, as we cannot be responsible for items lost in transit. Please be aware that any personalised products are not eligible for returns or refunds unless received damaged or faulty.
Refunds
Refunds will be processed to your original payment method within 3–5 working days of receiving the returned item.
Original shipping costs are non-refundable unless the item is faulty.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, please place a new order.
Contact
If you have any questions about your order, please contact:
We are always happy to help.