At SPIRIT SMITH LTD, we strive to ensure every handcrafted product meets the highest standards. This Refund Policy explains the conditions under which refunds are possible and the steps to follow for returns or issues.
Refund Timeframe
Eligible refunds will be processed within 5–10 working days after we have received your returned item or confirmed the issue. The refund will be issued using the original payment method unless otherwise agreed.
Return Conditions
To qualify for a refund or replacement, items must meet the following conditions:
- Returned within 14 days of delivery (unless damaged or incorrect item received)
- In original packaging or adequately protected for shipping
- Not used, altered, or personalised in a way that prevents resale (except for damaged items)
- Accompanied by proof of purchase or order confirmation
Non-Refundable Situations
Due to the personalised nature of our products, the following situations are not eligible for a refund:
- Change of mind or accidental order
- Incorrect customisation requested by the customer
- Personalised items that were created correctly according to the order notes
- Minor imperfections that are inherent to handmade items
Damaged Item Handling
If your item arrives damaged, please contact us within 48 hours of delivery. Include clear photos of the damage and packaging. We will offer a replacement or a refund depending on your preference.
Wrong Order Handling
If you receive the wrong product or an item that does not match your order details, please contact us immediately with order information and photos. We will arrange a replacement or refund at no additional cost to you.
How to Request a Refund
To request a refund, please contact our customer support team via email at spirit.smith@hotmail.com or by phone at +44 3330908769. Include your order number, reason for refund, and photos if applicable.
Contact Us
Our customer support team is available Monday to Friday, 09:00–17:00, to assist with any enquiries regarding refunds or returns.
SPIRIT SMITH LTD
Unit 26 New Hall Hey Industrial Estate,
New Hall Hey Road, Rossendale,
Lancashire, England, BB4 6HL
Email: spirit.smith@hotmail.com
Phone: +44 3330908769
Last Updated: June 2026