Returns & Refunds Policy
Three Craws Collectables
Last updated: August 2026
We hope you will be delighted with your purchase from Three Craws Collectables. We carefully select, photograph and describe our pieces so that you can buy with confidence.
We understand, however, that occasionally you may wish to return an item.
This policy explains how returns, cancellations and refunds are handled when purchasing from our website.
1. Changing Your Mind
If you purchase an item online as a consumer, you normally have the right to change your mind and cancel your purchase within 14 days of receiving your order, in accordance with UK consumer law.
You do not need to give us a reason for cancelling.
To tell us that you wish to cancel and return an item, please contact us within 14 days of receiving your order at:
threecrawscollectables@outlook.com
Please include your name and order number.
Once you have notified us that you wish to cancel, the item should be returned to us within 14 days.
2. Returning an Item
Unless the item is faulty, damaged in transit or not as described, you are responsible for the cost of returning it to us.
Items should be returned in the same condition in which they were received and should be securely packaged to protect them during transit.
Many of our pieces are ceramic, glass or otherwise fragile. We strongly recommend using appropriate protective packaging and a tracked and adequately insured return delivery service.
You are responsible for the item until it is safely received by us.
Please contact us before returning an item so that we can provide the appropriate return instructions and return address.
3. Refunds
Once we receive your returned item, we will inspect it and process your refund as soon as reasonably possible.
Where you exercise your statutory right to cancel an online order, we will refund the price paid for the item together with the cost of our standard delivery service, where applicable.
If you chose a more expensive delivery option than our standard service, we are not required to refund the additional delivery cost.
Refunds will normally be made using the same payment method used for the original purchase.
We may make an appropriate deduction from the refund if an item has been handled beyond what would reasonably be necessary to establish its nature, characteristics and condition and its value has consequently been reduced.
4. Vintage and Pre-Owned Items
Part of the character and appeal of vintage and pre-owned pieces is that they have had a life before arriving at Three Craws Collectables.
As a result, these pieces may show signs of age, previous use or manufacture that would not be expected from a newly manufactured item.
These may include, where appropriate:
• Light surface wear
• Minor scratches or marks
• Crazing to glaze
• Manufacturing irregularities
• Variations in glaze, colour or finish
• Minor age-related wear
We make every reasonable effort to identify and describe significant damage, restoration, chips, cracks or other notable condition issues and to show these clearly in our photographs.
Please read the full product description and examine the photographs before purchasing.
Age-related characteristics or condition points that have been clearly described and photographed before purchase should not be considered undisclosed faults.
This does not affect your statutory rights if an item is faulty or not as described.
5. New Items
Items described as new will be identified as such in the product listing.
Some of the contemporary ceramics and handcrafted pieces we sell may display natural variations in glaze, texture, colour or finish as a result of their manufacturing or finishing process.
Where these variations are characteristic of the piece rather than damage, they are not necessarily faults.
Any significant condition issue known to us will be stated in the product description.
6. Faulty, Damaged or Incorrect Items
If an item arrives damaged, is faulty, is materially not as described, or you receive the wrong item, please contact us as soon as possible at:
threecrawscollectables@outlook.com
Please provide your order details and, where appropriate, photographs showing the problem.
For items damaged during delivery, we may also ask you to provide photographs of the packaging and to retain the packaging while we investigate the matter with the delivery provider.
Where an item is faulty, damaged in transit, incorrect or not as described, we will work with you to provide an appropriate remedy in accordance with your statutory consumer rights.
Where a return is required because the item is faulty, damaged, incorrect or not as described, we will cover reasonable return delivery costs.
7. One-Off and Unique Pieces
Many items sold by Three Craws Collectables are vintage, discontinued, limited-production or individual pieces.
This means that if an item is returned because it is damaged or faulty, it may not be possible for us to provide an identical replacement.
Where a replacement is not available, an appropriate refund will be offered in accordance with your statutory rights.
8. Items That Cannot Be Returned
Certain items may be excluded from the statutory right to cancel where permitted by law, for example goods that have been made or personalised specifically for you.
Any such restriction will be made clear before you purchase the item.
This does not affect your rights where goods are faulty or not as described.
9. Return Packaging
Where possible, we encourage you to reuse the original Three Craws Collectables packaging when returning a fragile item, provided that the packaging remains suitable for protecting the piece.
Please ensure that the item is securely packed and protected before sending it back to us.
10. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to limit or exclude your rights under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations.
Contact Us
If you have any questions about a return or would like to discuss an item before purchasing, please contact us.
Three Craws Collectables
Email: threecrawscollectables@outlook.com
Website: www.threecrawscollectables.co.uk