Terms and Conditions

PLEASE READ CAREFULLY!

Please read the following conditions of sale before placing an order on this website. This website is operated by Cwtch Creative. Cwtch Creative reserve the right, at any time, to modify these conditions of sale.

Orders
By clicking on confirm order, you confirm you have read and agree to be bound by our Conditions of Sale, you are making an offer to purchase the Product(s), which you have specified in your shopping basket. All orders are subject to acceptance by Cwtch Creative. Within 1 working day of our receipt of your order, you will receive a confirmation of your order by email, along with your order reference number. This number should be retained for future reference. Any acceptance of your order by Cwtch Creative is subject to these conditions of sale and to the availability of stock.

Cwtch Creative reserves the right to withdraw any Products from the Website Shop and may, in its sole discretion, refuse to process an order for any reason at any time. Without prejudice to your statutory rights as a consumer, Cwtch Creative will not be liable to you or a third party by reason of Cwtch Creative withdrawing any Product or refusing to process any order.

PLEASE NOTE: our website is designed to give customers every opportunity to check all input/personalisation details and dates. Please ensure you check the spelling and accuracy of any Personalised Products on screen before you place your order as you will not be entitled to a refund in respect of any Personalised Products which contain a misspelling that you are responsible for and which you fail to amend at the time of order.

Price and payment
All prices are quoted in £ Sterling. Delivery charges may apply and are as laid out on the Delivery Details. Except in the case of manifest error, the prices payable for Products that you order are as set out on the Website at the time at which you place your order.

Description of products
The Products depicted are as seen. The reproduction of colours and styles are as accurate as photographic and image processing will allow. Cwtch Creative does not accept responsibility for slight variances in colour and style.

Cancellations
You have a legal right to cancel an order in respect of items which are not personalised or made to your specifications (“bespoke items”) and this is set out under “Cancellations” below.

If you have placed an order for a Personalised or Non-Personalised Product, you can make the request to amend or cancel your order by contacting us as quickly as possible at info@cwtchstore.com indicating your order number, which item(s) and the number of items to be cancelled, your reason for cancellation, and whether you are seeking a replacement or refund. We also ask you to give us a daytime contact telephone number.

Amending and cancelling an order for any product before production

  • Definition of Amendment:request to change personalisation, delivery contact name and address, or upgrade delivery method.
  • Definition of Cancellation:request to cancel whole or part of your order.

If your product whether personalised or not personalised has gone into production or has been dispatched between when you place the order and when we pick up your request to amend or cancel your order, then we will be unable to amend or cancel the order. We do not work weekends or bank holidays, therefore if you have made a request to amend or cancel your order during this period we will pick up your request when we start the next working day, and will always try to notify you that day if your request was successful. However, we do experience high volumes of customer contact which can delay our response and action to your support request.

PLEASE NOTE: We cannot guarantee that we will be able to amend order details or cancel your order, but will make every effort to make your request successful. We operate on a service level agreement of replying to emails within 4 business hours (9am-5pm Mon-Fri excluding Bank Holidays). Should the status of your order change during this period Cwtch Creative will not be held liable for changes or cancellations not being made.

Effect of cancellation or change of mind
If you cancel this contract in accordance with these terms and conditions listed, we will reimburse to you the agreed amount.

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We may make a deduction from the reimbursement for delivery costs if there was a cost involved to get the order sent to you, in the event of you cancelling due to change of mind. Therefore, if you have received a non-personalised item but have changed your mind you may return the item for a refund of the product cost, you will however not be refunded the cost of postage.

Returns
Unless there has been an error on our part or the item you purchased is defective, you have no right to cancel and we cannot accept returns on ‘Personalised’ or ‘bespoke’ items, whether by name or date, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates.

You have the right to return an item which is not personalised/bespoke within 14 days without giving any reason.

If you want to return an item, simply email us at info@cwtchstore.com indicating order number, which item(s) and the number of items to be returned, your reason for returning the item, and whether you are seeking a replacement, alternative or refund. We also ask you to give us a daytime contact telephone number. If the item is returnable under our Returns Policy terms and conditions as per below, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your Return.

  • Lost in Transit if Product ReturnedWe cannot be held responsible for packages lost in transit: as you are responsible for returning the items to us, we recommend sending the packages by Recorded/Special delivery.

PLEASE NOTE: item(s) returned to us for reasons not due to our error or defective Product(s) will not have return postage/shipping costs refunded.

Defective items
If you return an item, whether personalised or not, because of an error on our part, or because it is defective or damaged, we will happily refund your costs in returning it to us. The item(s) must be returned in the condition in which you received it, or a photo as proof of damage must be sent to info@cwtchstore.com within 30 days of delivery.

Refunds and replacements
For item(s) returned to us within 14 days of the request of return with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by Cwtch Creative within 14 working days of receipt of the returned items. A refund will be made in the same form of payment that was used to make the initial purchase. If you would like a Replacement, this will be to your original product specification (e.g. Gift Box) as detailed on your original order and will be sent via the same delivery method. If you wish to upgrade your delivery method for the replacement item, the difference in cost for this upgrade must be paid to Cwtch Creative. Any requests for refunds or replacements must be given to Cwtch Creative within 30 days of the original order date.

Product lost in transit
If a product is not delivered within the timescale stated at despatch we will require confirmation that the sorting office or local depot has been checked before a replacement is sent out. If tracking information has been provided for your order it is your responsibility to check the status of delivery and follow any advice left by the delivery service on this tracking information.

  • Delivery Issues

In the unlikely event you do not receive products ordered by you within 28 days of the date on which you ordered them; Cwtch Creative shall have no liability to you unless you notify Cwtch Creative by email at info@cwtchstore.com of the problem within 30 days of the date on which you ordered the product(s).

Unless you have cancelled your order prior to delivery, you will become the owner of the Products once they have been delivered to you. In any case, after delivery they will be held at your own risk and Cwtch Creative will not be liable for any loss, damage or destruction to the Products except insofar as it arises from an inherent defect in any of the Products.

Liability
Unless otherwise agreed in writing, Cwtch Creative maximum liability to you arising by reason of or in connection with the supply of the Products to you shall be limited to the amount paid by you in respect of the Products in question (“Payment Amount”).

Cwtch Creative shall not, in any event, be liable to you for:

Any direct loss; Or Any loss of profits, business or anticipated savings or loss of or corruption of data or any indirect loss or consequential loss what so ever even if it has been advised of the possibility of such loss. This does not affect your statutory rights as a consumer. Nothing in these conditions of sale shall exclude or limit the liability of Cwtch Creative for death or personal injury due to its negligence or for its fraud. This does not affect your statutory rights as a consumer.

Data protection
Cwtch Creative data protection policy is subject to governance and can be read about  https://www.cwtchcreative.com/privacy-policy

Force majeure
Cwtch Creative shall have no liability to you for any delay or failure to deliver the Products to the extent that such delay or failure to deliver arises from causes beyond the reasonable control of Cwtch Creative including, but not limited to, fire, floods, acts of God, acts or regulations of any governmental or supranational authority, war, riot, strike, lock-out and industrial disputes.

Waiver
No waiver by us shall be construed as a waiver of any rights or remedies or any subsequent breach of any provision of these Conditions of Sale.

Entire agreement
These Conditions of Sale, set out the whole of the agreement between you and Cwtch Creative. Cwtch Creative employees or agents are not authorised to make any representations concerning the Products unless confirmed in writing by Cwtch Creative. You confirm that you do not rely on, and waive any claims for breach of, any such representations, which are not so confirmed.

Governing law
These Terms and Conditions shall be exclusively governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

Contacting Cwtch Creative
You can contact Cwtch Creative whether to trace your order or for any other reason by writing to or emailing Cwtch Creative as described below. In all instances, please be ready to supply relevant information which Cwtch Creative will require from you in order to identify your order.

If you have any questions, please contact us at:
Cwtch Creative
70 Charles Street,
Tredegar
NP22 4AF
Telephone: 07960 179015

Email: info@cwtchstore.com

If the telephone is on ‘answerphone’ please leave a message and contact number and we will get back to you within 24 hours.
Please note: we are closed on weekends and bank holidays.

Definitions
“Conditions of Sale”
Means these terms and conditions of sale.
“Returns Policy”
The policy governing the cancellation of your order and return of Products, as displayed on the homepage.
“Terms of Use”
Means the terms governing your use of this Website displayed on the homepage.
“Website”
Means the website located at www.cwtchstore.com
“Working Day”
Means Monday to Friday 9am to 5pm, other than a UK national or bank holiday.
“You”
Means customer of Cwtch Creative.