As our products are custom-made and personalised, they are exempt from our standard returns policy. Custom-made items are also exempt from The Consumer Contract Regulations, except in cases where they are faulty, not as described, or unfit for purpose due to an error on our part. If you believe your item has a fault, please contact us so we can resolve the issue.

Order Cancellations: You can cancel your order as long as we haven’t started working on it. If any work has already been done, the cost of that work will be deducted from your refund. We offer a 24-hour cooling-off period from the time of purchase, during which you can cancel without charge.

Cancellation After Artwork Proof: If you choose to cancel your order after receiving your artwork proof, a fee will be deducted to cover the time taken to prepare your proof. Once the order has gone to print, cancellations are no longer possible.

Checking Your Proof: We are not responsible for any spelling errors, incorrect details, or design mistakes once the proof has been approved. It is your responsibility to carefully review the proof before giving final approval.

If you have any questions about your order, feel free to contact us—we’re happy to help!

We are happy to exchange or refund for any goods that were not suitable for your requirements, and returned to us in un-used and resaleable condition.

To ensure that we refund you correctly you must enclose a completed copy of our returns form with the returned items, Click here to download return form.

RETURNS ADDRESS:

eco-craft ltd
Unit 17a, C.E.C.
Mill Lane, Coppull,
Chorley, Lancs,
PR7 5BW.

When returning goods that were not suitable for your requirements we ask that you return the products you don't require in unused (resalable) condition (cards not folded etc.) within 14 days of delivery for a full refund to the original payment card. (Refunds for orders paid by credit / debit card can only be refunded back to the original payment card.) If you wish us to arrange for collection of unwanted goods, this will be charged for at cost, against the refund value of the returned goods. 

Important: We will not be able to credit for any goods damaged in transit due to inadequate packaging etc. To avoid goods being damaged in transit we would recommend that you re-use the original outer carton (cut down if necessary) or similar strong outer packaging . For larger items such as A3 size this may require some extra stiff cardboard. (When re-using padded mailers we also recomend including some stiff card to protect the corners of valuable items). 

Please Note:  We do not refund return postage. A restocking/repackaging charge of £4.00 will apply. 

Your rights to return goods are protected under the EU Distance Selling Directive which can be found here.

Special/Made to Order products and packs of food grade cellulose bags that have been opened are non-returnable. In the unlikely event that special products arrive faulty or damaged please contact sales on 01257 792025.

Faulty or damaged goods must be reported to us in writing (email or letter) within 10 days of delivery. When reporting damaged goods it would help us speed up the process if you could include photo's of the damage.

Pending any claim for faulty goods or items damaged in transit, the goods must retained for inspection / collection by courier. 

Please Note: It is important that we are notified of faulty or damaged goods within 10 days of receipt so we can report any faults to our suppliers and enable us to replace goods or provide a refund promptly. We will endeavour to process all refunds ASAP (please allow up to 14 days especially at busy periods).

We are unable to offer a refund / exchange service on any products made to special order or cut to a special size.