Returns & Cancellations POLICY
Last updated: October 2026
1. Standard physical moulds – UK orders
If you are a consumer in the UK, you normally have 14 days from the day after delivery to tell me that you wish to cancel an order for a standard physical mould.
To cancel, email kirsty@mouldhaus.com with your order number and a clear statement that you wish to cancel your order.
You must return cancelled goods within 14 days of telling me that you are cancelling. Please contact me before returning an item so I can provide the correct return instructions and return address.
Unless an item is faulty, damaged or sent in error, you are responsible for the cost of return postage. I recommend using a tracked service and retaining proof of posting.
2. Condition of returned moulds
You may inspect a mould as you would in a shop. However, moulds must not be used for casting, testing or production if you intend to return them.
Casting or testing may leave residue, contaminate the mould or reduce its resale value. Where a returned mould has been used, cast in, tested, contaminated, damaged or is otherwise no longer suitable for resale, I may make a deduction from the refund to reflect the reduction in value, up to the full product price.
Where a returned parcel is received empty, contains the wrong item, or there is reasonable evidence that the product has not been returned, the return will not be treated as completed. I may withhold a refund while I investigate and may report suspected fraud to the relevant carrier, payment provider or authorities.
3. Refunds for UK cancellations
Once I receive the returned goods, or you provide evidence that they have been sent back, I will issue the refund within the applicable legal time limit.
Where the UK statutory right to cancel applies, the refund will include the product price and the cost of the least expensive standard delivery option available when you ordered. It will not include any extra cost paid for an upgraded delivery service.
Refunds will be made only to the original payment method used to place the order.
4. International orders
International physical orders are handled separately by enquiry and invoice.
International physical orders may be placed directly through the website checkout for supported destinations or arranged separately by enquiry and invoice, depending on the destination.
Cancellation and return rights may vary depending on the country in which you live and any mandatory consumer rights that apply to your purchase. Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded.
If you wish to cancel or return an international order, please contact kirsty@mouldhaus.com before sending anything back so I can confirm the appropriate return instructions.
Unless the item is faulty, damaged, incorrect or applicable law requires otherwise, you are responsible for the cost of returning an international order to Mouldhaus. International returns should be sent using a tracked service, and you should retain proof of posting.
You are responsible for completing any return customs documentation accurately. Mouldhaus is not responsible for customs charges or other fees resulting from incorrect or incomplete return documentation.
Any refund due for an international return will be processed to the original payment method once the return has been received or where applicable law requires the refund to be made earlier.
Guernsey orders
If you are a consumer in Guernsey and order online, you can cancel most standard-item orders within 14 days after receiving the goods. To cancel, contact us with a clear statement that you wish to cancel. You then have a further 14 days to return the goods.
You are responsible for the direct cost of returning an item when you cancel because you changed your mind. We will refund the item price and the standard delivery charge. If you chose a more expensive delivery option, we only refund the cost of standard delivery. We will issue the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first.
You may inspect the mould as you would in a shop. If it has been used, cast in, or handled beyond what is needed to inspect it, we may reduce the refund to reflect any loss in value, where the law allows.
The change-of-mind cancellation right does not usually apply to goods made to your specifications or clearly personalised for you. This does not affect your rights if an item is faulty, damaged, or not as described.
Cancellation notice (email to Mouldhaus for Guernsey orders only)
To: Kirsty Graham trading as Mouldhaus, [postal address], [email address]
I am giving notice that I cancel my contract for: [product]
Ordered on / received on: [date]
Name:
Address:
Date:
5. Import charges and refused international deliveries
For international destinations where import duties, taxes, customs charges or local handling or clearance fees are payable by the recipient, you are responsible for paying those charges where required.
If you refuse a parcel, fail to pay applicable recipient import or customs charges, fail to collect the parcel, or the parcel is returned because delivery information supplied by you was incorrect or incomplete, the parcel may be returned to Mouldhaus.
Where a returned parcel is received back by Mouldhaus, I will contact you to discuss the available options.
Where permitted by applicable law, any refund may be reduced by shipping, return shipping, customs, handling or other charges that Mouldhaus has incurred as a direct result of the parcel being refused, unclaimed or returned for reasons attributable to the recipient.
This does not affect your rights where the goods are faulty, damaged, incorrect or not as described.
6. Custom moulds
Custom moulds are made to your individual specification.
The 14-day UK right to cancel does not apply to custom moulds made to your individual specification or clearly personalised for you. Once work has begun, a custom mould cannot be cancelled or returned for a change-of-mind refund.
A 50% non-refundable deposit is required before work begins. The remaining balance must be paid in full before dispatch, delivery or collection.
This does not affect your statutory rights where a custom mould is faulty, damaged or not as described.
7. STL files & digital products
STL files and other digital products are supplied as digital downloads.
Where applicable, before immediate access to digital content is provided, you will be asked to request immediate access and acknowledge that you will lose your 14-day cancellation right once the download begins.
Once this acknowledgement has been given and the download has begun, digital products cannot normally be cancelled or returned simply because you have changed your mind.
This does not affect any rights you may have where digital content is faulty, not as described or does not meet applicable legal requirements.
8. Faulty, damaged or incorrect orders
Please contact me at kirsty@mouldhaus.com as soon as reasonably possible if an item arrives faulty, damaged or incorrect.
Please include your order number and clear photographs of the item, packaging and shipping label where relevant.
I will review the issue and, where appropriate, arrange a repair, replacement or refund in accordance with your applicable statutory rights.
For international orders, please contact me before returning a faulty, damaged or incorrect product. Do not send an international return without first receiving return instructions.
9. Changes to this policy
I may update this Returns & Cancellations Policy from time to time to reflect changes to Mouldhaus services, shipping destinations or applicable requirements.
The version applicable to your order will be the version in effect when your order is placed.