Returns & Refunds Policy

1. Our Commitment to Your Rights

We are committed to providing quality products and a great customer experience. This policy outlines both your statutory rights under UK consumer law and our commitment to ensuring a simple returns and refunds process.

Your legal rights are not affected by anything in this policy.

2. Your Right to Cancel (Change of Mind / Cooling-Off Period)

For most items bought online, you have a legal right to cancel your order under the Consumer Contracts Regulations 2013.

  • Cancellation Period: You have 14 days from the day you, or a person identified by you, receives the goods to notify us of your decision to cancel.

  • Return Deadline: Once you have notified us of your cancellation, you have a further 14 days to return the goods.

  • Condition of Goods: Goods must be returned in a resalable condition, meaning you can handle the goods to establish their nature, characteristics, and functioning, as you would be able to in a physical shop. If the value of the goods is diminished by any excessive handling, we may deduct an amount from your refund.

  • Refund: We will issue a full refund, including the cost of standard delivery (if you paid for delivery), within 14 days of receiving the goods back or receiving proof you have sent them back (whichever is earliest). If you chose an express or premium delivery option, we will only refund the cost of our standard delivery.

  • Return Shipping Cost (Change of Mind): You are responsible for the cost and risk of returning the goods for 'change of mind' returns.

3. Faulty or Not As Described Goods (Consumer Rights Act 2015)

The Consumer Rights Act 2015 states that goods must be of satisfactory quality, fit for purpose, and as described. If your item is faulty or not as described, you have the following rights:

  • Up to 30 Days: If the goods are faulty within 30 days of delivery, you are entitled to a full refund (the 'short-term right to reject'). We will also cover the cost of return postage.

  • After 30 Days and Up to Six Months: We are entitled to offer a repair or replacement. If the repair or replacement is unsuccessful, or impossible, you are then entitled to a full or partial refund.

  • After Six Months and Up to Six Years: You must prove that the goods were faulty at the time of delivery. If you can prove this, you may be entitled to a repair, replacement, or a partial refund.

  • Return Shipping Cost (Faulty Goods): We will cover all reasonable costs for returning faulty items.

4. Exceptions / Non-Returnable Items

The right to cancel (Section 2) does not apply to:

  • Goods made to your specifications or clearly personalised (e.g., custom-engraved items).

  • Perishable goods (e.g., food, flowers) that may deteriorate or expire rapidly.

  • Goods sealed for health protection or hygiene purposes (e.g., pierced jewellery, cosmetics, underwear) if the seal has been broken after delivery.

  • Sealed audio or sealed video recordings or sealed computer software if the seal has been broken after delivery.

  • Newspapers, periodicals, or magazines.

5. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email us at cerealcrums@gmail.com within the specified time frame (14 days for a change of mind, or immediately for a fault).

  2. Provide Information: Please include your Order Number, the item(s) you wish to return, and the reason for the return.

  3. Receive Instructions: We will reply with a Returns Authorisation Number (RAN) and detailed instructions, including the return address and a shipping label, if applicable.

  4. Package the Item: Securely package the items, including the original packaging, and ensure the RAN is clearly visible or included inside.

  5. Ship the Item: Send the item back within the return deadline. We recommend using a tracked service and retaining proof of postage.

6. Refund Process

  • Refunds will be processed to your original payment method.

  • Once the return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed and applied to your original method of payment within 7 working days. Please note that it may take additional time for the funds to appear in your account, depending on your bank.

7. Contact Information

For any questions about returns and refunds, please contact us: