Last updated: 11 May 2026
We sell handcrafted bits and pieces. Mugs, notebooks, tote bags, and a rotating mix of things made by other independent crafters who list with us. Because each item is made by a person rather than churned out by a machine, we want you to be properly happy with what turns up. The page below explains how returns work, when you can get a refund, and what to do if something arrives damaged or isn’t what was described.
It’s all in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing here takes away your statutory rights.
Anything you order from the website comes with a 14-day cooling-off period. The clock starts the day you (or someone you’ve nominated) take delivery. Within that 14 days you can let us know you’d like to cancel, for any reason at all, and you don’t need to give us one.
Once you’ve told us, you’ve got another 14 days to actually get the item back to us. It needs to come back unused, in the condition you received it, with any tags or original packaging where possible.
To start a return, email hello@brushworq.com with your order number. A short message saying you’d like to cancel is enough.
After the cooling-off period, we’ll generally only offer a refund or replacement if the item is faulty, damaged in transit, or not as described. That’s your statutory right under the Consumer Rights Act and we’re not trying to wriggle out of it.
If something arrives broken or isn’t right, please tell us within 30 days of delivery. A photo or two helps us sort it quickly. We’ll either replace it, repair it where that makes sense, or refund you, depending on what you’d prefer and what we can actually do (some of our pieces are one-offs, so a like-for-like replacement isn’t always possible).
Outside of those situations we may not be able to offer a refund or exchange, unless you’ve got a statutory right that says otherwise. If you’re not sure where you stand, just ask and we’ll be straight with you.
If you’re returning something because you’ve changed your mind, the cost of posting it back to us is on you. We’d suggest a tracked service, because until it’s back with us safely it’s still your responsibility.
If the item is faulty, damaged, or not as described, we’ll cover return postage. We’ll either send you a prepaid label or refund the cost once you’ve sent us a receipt.
Once your return lands with us, we’ll have a proper look at it and come back to you. From there we’ll agree what happens next, whether that’s a full refund, a partial refund (if the item has been used or isn’t in the condition we sent it out in), or a replacement.
We aim to get this done within a few working days of the item arriving back.
The original postage you paid to have the item delivered to you isn’t refundable. That money’s already been spent getting your parcel out the door, so it’s not something we can return.
The exception is if the whole order was faulty or wrong from our end. In that case we’ll refund the original delivery charge too.
Some of what we sell is made by other independent crafters who list through us. The same returns rules apply, you’ll deal with us, not them, and we’ll handle it from there.
Because everything is made by hand, no two pieces are exactly identical. Small variations in colour, finish, grain, or marks are part of the charm and aren’t faults. We try to show this clearly in the photos and descriptions, but if anything’s ever unclear before you order, drop us a message and we’ll talk you through it.
Refunds go back the same way you paid us. Card payments return to the same card, and so on. We aim to get refunds out within 14 days of either receiving the item back or agreeing the refund, whichever is sooner
We’d much rather hear from you and put things right ourselves. Citizens Advice (citizensadvice.org.uk) is a good first port of call for free guidance on your rights as a consumer.
Email us first though. hello@brushworq.com. Most things get sorted with a quick conversation.
