Refund policy
REFUND & RETURN POLICY
Last updated: August 11, 2026
Thank you for shopping with ColinCraft.
ColinCraft is an online retail brand operated by RISE ECOM LIMITED, a private limited company registered in the United Kingdom under company number 17385362.
Registered office:
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
If you have any questions about returns or refunds, please contact us at:
support@colincraft.store
1. CANCELLATION AND CHANGE-OF-MIND RETURNS
If you are a consumer purchasing products online, you may have a statutory right to cancel your order within the applicable cancellation period under UK consumer law.
Where the statutory cancellation right applies, you may cancel your order without giving a reason within 14 days after the day on which you, or a person you nominate, receives the goods.
If an order consists of multiple products delivered separately, the cancellation period may run from the date on which the last product is received, where applicable.
To exercise your cancellation right, please contact us at:
support@colincraft.store
Please include:
- Your full name
- Order number
- Email address used to place the order
- A clear statement that you wish to cancel the order
2. RETURNING PRODUCTS
After notifying us that you wish to cancel an order, products should normally be returned without undue delay and within 14 days from the date on which you notified us of your cancellation, unless a different period is required by applicable law.
Products should be returned in appropriate condition.
Where reasonably possible, please return products with their original packaging, accessories, manuals, and other materials supplied with the order.
You are responsible for taking reasonable care of products while they are in your possession.
You may be responsible for any diminished value resulting from handling the products beyond what is reasonably necessary to establish their nature, characteristics, and functionality, where permitted by applicable law.
3. RETURN SHIPPING COSTS
Unless otherwise stated or required by applicable law, the customer may be responsible for the direct cost of returning a product following a change-of-mind cancellation.
If a product is faulty, damaged, incorrect, or not as described, please contact us before returning it.
Where applicable, we will provide appropriate instructions regarding the return and any return shipping costs.
4. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is:
- Faulty
- Damaged during delivery
- Incorrect
- Significantly different from its description
- Not fit for its intended purpose
please contact us as soon as reasonably possible at:
support@colincraft.store
Please provide your order number and, where useful, photographs showing the issue.
Nothing in this policy limits or excludes any statutory rights you may have under applicable consumer protection law.
5. REFUNDS
Once a return or cancellation has been approved, we will process the applicable refund in accordance with applicable law.
Where a statutory cancellation applies, refunds will normally be made using the original payment method.
Unless otherwise required by law, we may wait to issue a refund until:
- We have received the returned product; or
- You have provided evidence that the product has been sent back,
whichever occurs earlier.
Where applicable, we will refund the standard delivery charge originally paid by the customer. Additional charges resulting from selecting a more expensive delivery method may not be refundable where permitted by law.
6. REFUND TIMING
After a refund has been processed, the time it takes for the funds to appear in your account may depend on your bank, card issuer, or payment service provider.
We cannot control processing times imposed by third-party payment providers.
7. PRODUCTS THAT MAY NOT BE RETURNABLE
Certain products may be excluded from statutory cancellation rights where permitted by applicable law.
Examples can include:
- Products made to the customer's specifications or clearly personalised
- Products that are liable to deteriorate or expire quickly
- Sealed products that are not suitable for return for health or hygiene reasons once unsealed
- Other products for which a statutory cancellation exception applies
If a specific product is subject to a legitimate return restriction, the applicable restriction will be communicated before or during the purchase process.
8. SALE ITEMS
Products sold at a discount or promotional price remain subject to the same applicable statutory consumer rights.
A discount does not remove a customer's statutory rights relating to faulty, defective, incorrectly described, or otherwise non-conforming products.
9. HOW TO REQUEST A RETURN OR REFUND
Please contact:
support@colincraft.store
with the subject line:
RETURN / REFUND REQUEST – [ORDER NUMBER]
Please include:
Order number:
Full name:
Email address:
Reason for return:
Photographs, where relevant:
10. CONTACT
RISE ECOM LIMITED
Trading name: ColinCraft
Company number: 17385362
Registered office:
71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ
Email:
support@colincraft.store
Website:
https://colincraft.store
This policy does not affect any statutory rights that cannot legally be excluded or restricted.