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Refund / Exchange Policy

If you have any questions or concerns about a Sew Caroline product, please contact us institches@sewcaroline.co.uk, we are more than happy to help.

In the unlikely event that you need to return or exchange an item; the item must be unused and in the same condition that you received it, and it must be in the original packaging.

Some types of goods are exempt from being returned for a refund or exchange where they are personalised or custom orders. We will make this clear on the products affected.

If you change your mind about a purchase you have made within 7 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return (in original condition), and the original postage and packaging charges made, Under the Consumer Contracts Regulations. You will not be entitled to a refund of the cost you incur in returning the item to us. Just let us know you’d like to send the item back by e-mailing institches@sewcaroline.co.uk

If the item you purchased was not as expected, or you think the item was not as described in the item description, please contact us first before requesting a refund or exchange as we may be able to resolve your problem to your satisfaction. Just email us at institches@sewcaroline.co.uk

Once your returned item is received and inspected we’ll contact you to let you know it has arrived and when to expect your exchange or whether your refund will be processed or not, and credit your original method of payment (if a refund is required), within 5 working days. The cost of postage for exchanged items will be deducted from any refund, or we may ask you to cover the cost of postage for any exchange.

If you haven’t received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn’t been received and then contact your bank as some banks or card companies take a number of days to credit your account.

If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

 

 

 

 

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