Returns Policy

Last updated: 10 November 2025

At Imperfections Ltd, every clay flower arrangement is made by hand with care and attention to detail. We want you to love your purchase, but if something isn’t quite right, this page explains your options.

1. Handmade Items

All our arrangements are handcrafted to order.
As a result, each piece is unique and small variations in colour, shape or size are normal — they’re what make every item special. These are not considered faults.

2. Faulty or Damaged Items

We carefully check and package every order, but if your item arrives damaged or defective, please contact us as soon as possible.

What to do:

  1. Email us at nath@nathsimperfections.co.uk within 14 days of receiving your order.
  2. Include your order number, photographs of the damage, and a brief description.
  3. We’ll review your message and arrange a replacement or refund, including postage where appropriate.

We may ask you to return the item for inspection before processing your refund or replacement.

3. Change of Mind or Unwanted Items

Because our clay flower arrangements are handmade to order or personalised, we can’t accept returns simply because you’ve changed your mind, unless required by law.

If production hasn’t yet started, you may be able to cancel your order — please contact us as soon as possible at nath@nathsimperfections.co.uk.

This does not affect your statutory rights.

4. Returning an Item

If we agree that a return is appropriate:

  • Please re-pack the item securely, ideally using the original packaging.
  • We’ll provide return instructions and, where applicable, a prepaid label.
  • Once the returned item is received and inspected, we’ll issue your refund to the original payment method within 5–10 working days.

5. Refunds

You’ll receive an email confirmation when your refund has been processed.
Refunds typically appear in your account within 5–10 working days, depending on your payment provider.

If you haven’t received your refund after this time, please check with your bank or contact us.

6. Non-Returnable Items

We’re unable to accept returns for:

  • Custom or bespoke pieces
  • Gift vouchers
  • Items returned after the time limits above

7. Your Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
If you believe there is a problem with your item that we have not resolved, you are entitled to contact Citizens Advice for guidance.

8. Contact Us

If you have any questions about returns or refunds, please contact:
📧 nath@nathsimperfections.co.uk

We’ll always do our best to help and ensure you’re happy with your purchase.