Refund policy

1. Summary (short version)

Change of mind? Unopened items may be returned within 30 days for a refund (return shipping paid by the customer unless otherwise agreed).
Faulty or not as described? We will repair, replace, or refund in line with UK consumer law. If an item is faulty you may be entitled to a full refund, repair or replacement.
International customers: returns are accepted — see international section for shipping, duties and VAT details.

Cooling-off (distance) right: If you bought online you generally have a statutory right to cancel within 14 days of receiving your goods. After you tell us you wish to cancel you should return the goods promptly (normally within 14 days). We must refund you within 14 days of receiving the goods back.
Faulty goods: Under UK consumer law you are entitled to remedies if goods are faulty, not as described or unfit for purpose. You have a short-term right to reject clearly faulty goods (usually within 30 days) and ask for a full refund.

If you simply change your mind:

Notify us within 30 days of delivery by emailing kara@karasdiamondart.co.uk (subject line: “Return request”). Provide your order number and reason.
Return items unopened, in original condition and packaging. We cannot accept opened kits (see Exceptions).
Customers pay return postage unless the item was incorrectly supplied or we agreed to pay.

If an item is faulty, damaged in transit, or materially different to the listing, contact us immediately at kara@karasdiamondart.co.uk with photos and your order number.
We will assess and offer, depending on the case: (a) repair, (b) replacement, or (c) full refund. If you choose a refund for a faulty item we will refund delivery charges as required by UK law. You will not normally be asked to pay to return a genuinely faulty item.

Opened/sealed kits and consumables where hygiene or safety seals are broken (for example, opened bead packs, opened diamond drills) — we may refuse change-of-mind returns for these unless faulty.
Personalised or made-to-order items (custom canvases, bespoke designs) are non-returnable unless faulty.
Digital content delivered immediately (e.g., instant downloads) may be non-refundable once you’ve begun the download, subject to your statutory rights.
If an item fits an exception we will explain the reason and options available. (You still retain statutory rights for faulty items.)

Change-of-mind returns: We accept returns from international buyers within 30 days of delivery unless the item is personalised, opened, or exempt for hygiene reasons (see Exceptions). Customers are responsible for return shipping costs and any export/customs formalities.
Duties & VAT: Import duties, local taxes and return import/export charges are the buyer’s responsibility. If local duties were charged on the original delivery, those charges may not be refundable by local authorities. In some cases we may be able to refund the product price but not import duties, or we may help you claim relief — this depends on local customs rules. For UK customers returning items to the UK there are specific HMRC rules about VAT and returned overseas goods.
Customs delays & risk: International returns may take longer. You must use a tracked service and provide proof of posting. We are not liable for customs clearance delays or destroyed/lost returns in the customer’s customs territory.

Email kara@karasdiamondart.co.uk with your order number, reason for return and photos if faulty.
Wait for return authorisation (RA) and instructions (we’ll usually respond within 2 business days). For faulty items we may ask for photos first and advise if we’ll collect evidence or ask you to post back.
Pack the goods securely and return with tracking — keep the receipt. Return address will be provided in the RA.
We inspect returns and process refunds or replacements as described above.

We refund to the original payment method within 14 days of receiving the goods. If the method used to pay is unavailable we will offer another refund method. Shipping costs reimbursed only where required by law or where we agreed to pay them.

If you remain unhappy, please contact us at kara@karasdiamondart.co.uk — we'll try to resolve quickly.

BY ORDERING FROM KARA'S BEADS and KARA'S DIAMOND ART, YOU ARE AGREEING TO ABOVE T&Cs.