Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Please note

You are responsible for the cost of returning the item.

Due to the nature of our products (including drinkware and items used in close contact with the mouth such as straws), we cannot accept returns that show signs of use for hygiene reasons.

To start a return, you can contact us at createdbycourtenay@gmail.com

Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

We reserve the right to make a deduction from your refund if the value of the goods has been reduced due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the item.

If the item is returned in a condition that is not resellable, we may refuse a refund or apply a partial refund, in line with UK consumer law.

You can always contact us for any return question at createdbycourtenay@gmail.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and certain hygiene-sensitive products (such as straws, straw toppers, drinkware used for beverages)

Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To exercise your right to cancel, you must notify us by email at createdbycourtenay@gmail.com

Your email should include your name and order number, along with a clear statement that you wish to return your item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

 

Refunds will be processed once we have received and inspected your return.

A full refund will be issued if the item is returned in original, resellable condition.

 

Please note

We may make a deduction from your refund if the item shows signs of use or handling beyond what is necessary to inspect it.

In cases where an item is returned used, damaged, or not in a resellable condition, we may refuse a refund.

 

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at createdbycourtenay@gmail.com