Last Updated:
1. Your Right to Cancel (Non-Custom Products Only)
If you purchase a non-custom product, you have 14 days from the date of receiving the item to cancel your order and return it for a full refund.
- To cancel, email support@hexandstitch.co.uk within 14 days of receiving your item.
- Items must be unused and in their original condition.
- The buyer is responsible for return shipping costs.
Custom-made products are non-refundable unless faulty.
2. Refunds & Returns for Faulty or Incorrect Items
We take great care in crafting our footballs, but if you receive a faulty, damaged, or incorrect item, you have 30 days from receipt to request a return, repair, or refund.
- If a defect is found after 30 days but within 6 months, we will first offer a repair or replacement.
- If a repair or replacement is not possible, you are entitled to a full refund.
- Return shipping for faulty or incorrect items is covered by us.
How to request a return:
Send an email to support@hexandstitch.co.uk with your order number and clear photos of the issue.
3. Custom & Made-to-Order Products
Since our footballs are handcrafted and customised to your specifications, they cannot be returned unless faulty or not as described.
By placing an order, you acknowledge that:
- Custom products cannot be refunded or exchanged unless defective.
- Orders cannot be cancelled once production has started.
- Minor imperfections due to the handcrafted process do not qualify as defects.
4. How Refunds Are Processed
- Refunds are issued to the original payment method within 5-10 business days of approval.
- Shipping costs are non-refundable unless the item is faulty or incorrect.
- Customers will receive an email notification once the refund has been processed.
5. How to Contact Us
For returns, refunds, or product concerns, please reach out to us at:
Contact Page: hexandstitch.co.uk/contact
Email: support@hexandstitch.co.uk