A legal disclaimer
 

The information provided on this page explains how Kateri Studios handles refunds, returns, cancellations, and related requests. This Refund Policy is intended to provide clear information about our processes and does not replace your statutory consumer rights or professional legal advice.

At Kateri Studios, we want you to be happy with your purchase. Because our products are handmade and may be prepared specifically for each order, refund and return arrangements can vary depending on the product and circumstances of your request.

 
Refund Policy – the basics
 

Kateri Studios is a UK-based handmade business. We carefully prepare and package each order before it is dispatched.

If you change your mind about a purchase, you may have a right to cancel your order under UK consumer law, subject to any applicable exceptions. Personalised, bespoke, or made-to-order products may be subject to different cancellation and refund arrangements where permitted by law.

Any request for a refund should be made as soon as possible so that we can review your order and advise you of the available options.

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Requesting a refund

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If you would like to request a refund, please contact Kateri Studios with your order details and the reason for your request.

Please include your name, order number, date of purchase, and details of the product or service concerned. We may also ask for photographs or other information where a product has arrived damaged or faulty.

Once we have received your request, we will review the circumstances and confirm whether a refund, replacement, repair, or another appropriate resolution is available.

Damaged or faulty items

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If your order arrives damaged, faulty, or different from what you ordered, please contact us as soon as reasonably possible.

We may ask you to provide photographs of the item and its packaging so that we can understand what has happened and determine the appropriate next steps.

Where an item is faulty, damaged, or does not match the description, your statutory consumer rights will apply.

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Returns

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Where a return is agreed, we will provide you with the relevant return instructions.

Items should be returned in an appropriate condition and, where possible, in their original packaging. You are responsible for taking reasonable care of products while they are in your possession.

Certain products may not be eligible for return where an applicable legal exception applies, including certain personalised or bespoke items.

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Refunds

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Once a return has been received and approved, or where we have otherwise agreed that a refund is appropriate, we will process the refund using the original payment method where possible.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

We will confirm when your refund has been processed.

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Cancellations

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If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been prepared or dispatched, we will do our best to accommodate your cancellation where possible.

Once a personalised, bespoke, or made-to-order product has entered production, cancellation may not be possible where permitted by law.

Nothing in this section affects any cancellation rights you may have under applicable UK consumer law.

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Non-refundable items

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Certain items may not be eligible for cancellation or return where an exception under applicable law applies.

This may include personalised, customised, bespoke, or made-to-order products, as well as products that are unsuitable for return for reasons of hygiene or other applicable legal exceptions.

We will make any applicable restrictions clear where relevant.

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Late or missing refunds

If you have been notified that your refund has been processed but it has not yet appeared in your account, please first check with your bank or payment provider.

If you still cannot locate the refund, please contact Kateri Studios and we will assist you in checking the status of the payment.

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Your statutory rights

Nothing in this Refund Policy is intended to limit or exclude your statutory rights as a consumer.

Where UK consumer protection law provides you with rights relating to faulty, damaged, misdescribed, or unsuitable goods or services, those rights continue to apply.

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Contact us

If you have any questions about our Refund Policy or would like to request a refund, please contact Kateri Studios using the contact details provided on o

ur website.