Last Updated
21 Sep 2026

1. COMPANY INFORMATION
The Heritage Craft Creations UK Ltd
Registered in Scotland
Company No: SC870230
VAT No: GB 515083707
Email: contact@theheritagecreations.co.uk
Website: www.theheritagecreations.co.uk

2. OUR COMMITMENT

At Heritage Creations®, we take care in the craftsmanship, quality and presentation of every piece we offer.

If you experience an issue with your order, please contact us at contact@theheritagecreations.co.uk and we will assist you in accordance with this policy and your applicable statutory rights.

3. RETURN ELIGIBILITY

To be eligible for a return:

• Return requests must be submitted within 14 days of delivery, unless otherwise stated or a different statutory right applies.
• Products must be unused, uninstalled and in their original condition, except for reasonable handling necessary to establish the nature, characteristics and functioning of the goods as permitted by applicable consumer law.
• Products must not show signs of use, damage, alteration, assembly or improper handling by the customer beyond what is reasonably necessary to inspect them.
• Items should be returned in their original packaging where reasonably possible, including protective packaging, accessories, fittings and components supplied with the product.
• Proof of purchase or order confirmation is required.
• Customers must contact us before returning an item and follow the return instructions provided by Heritage Creations®.

Where a statutory right to cancel applies, customers generally have 14 days from receiving the goods to notify us of their decision to cancel. After notifying us, the goods must generally be returned within a further 14 days.

Where permitted by law, if a returned product has diminished in value because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund.

4. NON-RETURNABLE ITEMS

Many Heritage Creations® products are individually handcrafted and produced after an order is placed.

Subject to applicable consumer law, the statutory right to cancel may not apply where products are made to the customer’s individual specifications or are clearly personalised.

This may include:

• Bespoke or personalised products
• Products manufactured to non-standard customer-requested dimensions or sizing
• Products produced with custom finishes, colours or materials specifically requested by the customer
• Products incorporating individual design modifications or specifications requested by the customer
• Other products that fall within an applicable statutory exception to cancellation rights

Where a made-to-order product is also made to the customer’s individual specifications or clearly personalised and therefore falls within the applicable statutory exception, the order cannot be cancelled or returned simply because the customer has changed their mind.

Products showing signs of use, customer-caused damage, alteration, improper assembly or handling beyond what is reasonably necessary may not qualify for a full refund, subject to applicable consumer law.

5. HANDCRAFTED PRODUCTS DISCLAIMER

Many Heritage Creations® products are handcrafted using natural materials and traditional artisanal techniques.

As a result, individual pieces may feature slight and reasonable variations in:

• Texture
• Wood grain
• Carving
• Finish
• Tone
• Patina
• Colour
• Detailing

These natural characteristics and variations form part of the artisanal nature and individuality of handcrafted products and should not necessarily be considered defects.

Colours may also appear slightly different depending on photography, lighting conditions and individual screen settings.

Nothing in this section affects your statutory rights where a product is faulty, materially different from its description or otherwise does not conform to the contract.

6. DAMAGED OR FAULTY ITEMS

If your item arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible, must be within 48 hours of delivery.

Please provide:

• Photographs of the item
• Images of the external packaging
• Images of the internal/protective packaging where available
• Your order number and order details
• A brief description of the issue

Customers should retain all original packaging materials until the matter has been reviewed, where reasonably possible.

Heritage Creations® may assess the information and evidence provided, and where appropriate may liaise with the relevant delivery provider, before determining the appropriate remedy in accordance with your statutory rights.

7. RETURN PROCESS

To initiate a return, please contact:

contact@theheritagecreations.co.uk

Please include:

• Your order number
• The item you wish to return
• Reason for the return
• Supporting photographs where applicable

Once your request has been reviewed, we will provide the appropriate return instructions.

Please do not send a return before contacting us, particularly for furniture, oversized, fragile or high-value products, as specific return arrangements may be required.

Returned products must be securely and appropriately packaged to minimise the risk of damage during transit.

8. RETURN SHIPPING

Unless an item is faulty, damaged, incorrect or otherwise non-conforming in circumstances where applicable law requires otherwise, customers are responsible for the direct cost of return shipping.

Heritage Creations® does not provide free return shipping for eligible change-of-mind returns unless expressly stated otherwise.

For furniture, oversized items or products that cannot normally be returned by post, return shipping or collection costs may be substantial. Where required by applicable law, information about the applicable return cost, or a reasonable estimate where the exact cost cannot reasonably be calculated in advance, will be communicated before the contract is concluded.

We strongly recommend using an appropriately tracked and insured shipping service for returned goods.

Customers are responsible for ensuring that returned goods are appropriately packaged and returned in accordance with the return instructions provided.

Heritage Creations® cannot accept responsibility for loss or damage occurring during customer-arranged return transit except where responsibility cannot lawfully be excluded.

Where an item is faulty, damaged, incorrect or otherwise does not conform to the contract, return costs will be handled in accordance with your applicable statutory rights.

9. REFUNDS

Once a returned item has been received, we may inspect it to confirm its condition and determine any applicable deduction permitted by law.

Where you are entitled to a refund, it will be processed in accordance with applicable consumer law.

For eligible statutory cancellations, we may withhold reimbursement until we have received the goods back or you have supplied evidence that the goods have been returned, whichever occurs first, where permitted by law.

Where required by law, the refund will include the cost of the least expensive standard delivery option offered by us for the original order. Additional amounts paid for express, premium or enhanced delivery are not normally refundable beyond the standard delivery amount.

Where permitted by law, we may make an appropriate deduction from the refund if the value of returned goods has been reduced as a result of handling beyond what was reasonably necessary to establish their nature, characteristics and functioning.

Approved or applicable refunds will normally be processed to the original payment method, unless otherwise agreed.

Once we have issued the refund, the time taken for funds to appear in your account may vary depending on your bank, card issuer or payment provider.

10. INTERNATIONAL RETURNS

For eligible international change-of-mind returns, customers are responsible for applicable return costs unless otherwise required by law.

These may include:

• Return shipping charges
• Customs duties
• Import/export handling fees
• Customs clearance charges
• Local taxes associated with the return process
• Other applicable carrier or regulatory charges

Customers should contact us and follow the return instructions provided before arranging an international return.

Heritage Creations® is not responsible for unnecessary customs charges resulting from a customer’s failure to follow the return instructions provided, to the extent permitted by law.

These provisions apply to eligible change-of-mind returns and do not limit mandatory consumer rights applicable to faulty, damaged, incorrect, misdescribed or otherwise non-conforming goods.

For customers outside the United Kingdom, additional mandatory consumer rights may apply under the laws of the customer’s country of residence.

11. REFUSED OR UNDELIVERABLE SHIPMENTS

Customers are responsible for providing complete and accurate delivery information and, where applicable, cooperating with delivery providers and customs authorities.

If a shipment is refused or cannot be delivered because of:

• Incorrect or incomplete address information provided by the customer
• Unpaid customs duties or import charges for which the customer was responsible
• Failure to provide information reasonably required for customs clearance
• Repeated failed delivery attempts
• Refusal to accept delivery without a valid legal reason

additional shipping, storage, customs, handling or return charges may arise.

Where permitted by applicable law, reasonable costs actually incurred as a result may be deducted from any refund otherwise due.

12. CANCELLATIONS

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

contact@theheritagecreations.co.uk

For products subject to a statutory right to cancel, cancellation rights will apply for the period required by applicable consumer law.

For products made to the customer’s individual specifications or clearly personalised, statutory cancellation rights may not apply where the applicable legal exception applies.

Where such a bespoke or personalised commission falls within the statutory exception and production has commenced, cancellation will not be available simply because the customer has changed their mind.

For other orders, if you contact us before dispatch, we will make reasonable efforts to stop the shipment. If the order has already been dispatched and statutory cancellation rights apply, the applicable return process and return shipping provisions in this policy will apply.

13. EXCHANGES

Exchanges may be offered at our discretion depending on product availability, the circumstances of the request and the condition of the returned item.

For eligible change-of-mind exchanges, customers may be responsible for applicable return shipping and re-delivery costs.

Where an exchange is agreed, the replacement product may be subject to availability and any difference in price.

14. FORCE MAJEURE

Heritage Creations® shall not be responsible for delays or failures caused by circumstances beyond our reasonable control, including:

• Customs delays
• Transportation or carrier disruptions
• Strikes or industrial action
• Severe weather events
• Natural disasters
• Government restrictions
• Significant supply-chain interruptions
• Other events outside our reasonable control

Where such circumstances materially affect an order, delivery or return, we will take reasonable steps to minimise the impact and communicate relevant information to the customer.

15. CONTACT US
The Heritage Craft Creations UK Ltd
Email: contact@theheritagecreations.co.uk
Website: www.theheritagecreations.co.uk
Heritage Creations® — Luxury rooted in tradition.