Refunds, Returns & Cancellations Policy
Last updated: November 2026
We want you to be happy with your purchase from The Peach Hut. This policy explains when you can cancel an order, return a craft kit and receive a refund.
This policy applies to purchases made through The Peach Hut website and should be read alongside our Terms & Conditions.
Nothing in this policy affects your statutory rights as a consumer.
1. Cancelling an Order Before Dispatch
If you change your mind about your order, please contact us as soon as possible at:
If your order has not yet been prepared or dispatched, we will make reasonable efforts to cancel it and issue an appropriate refund.
Because our craft kits are prepared to order, we cannot guarantee that a cancellation will be possible once preparation has started.
2. Your 14-Day Cancellation Right
If you are a UK consumer purchasing a standard, non-personalised craft kit online, you generally have the right to cancel your purchase within 14 days of receiving the goods, without having to provide a reason.
If you wish to exercise this right, you must notify us clearly within the 14-day cancellation period.
You can contact us by email at:
Please include:
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your name;
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order number;
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the item(s) you wish to return; and
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confirmation that you wish to cancel your purchase.
You will then have a further 14 days to return the goods to us.
3. Returning an Item
If you cancel your order under your statutory 14-day cancellation right, the item must be returned to us within the required timeframe.
Unless the item is faulty, damaged, incorrect or otherwise not in accordance with your statutory rights, the cost of returning the item will normally be the customer's responsibility.
We recommend using a tracked delivery service when returning an item.
Please keep your proof of postage until your return has been processed.
Model Cancellation Form
Please complete and return this form only if you wish to cancel your order.
Email: wearethepeachhut@gmail.com
Subject: Return requests
Email body: I/We hereby give notice that I/we wish to cancel my/our contract for the following goods or services:
Product(s) ordered:
Order number:
Date ordered:
Date received (if applicable):
Customer name:
Customer address:
Date:
Once you have emailed us, we will then send you the returns address for you to arrange the parcel delivery.
4. Responsibility for Returned Items
Until a returned item has been received by The Peach Hut, the customer remains responsible for the safe return of the item.
If you choose to return an item using an untracked delivery method and the item does not reach us, we may not be able to process a refund where there is no evidence that the item was returned.
For this reason, we strongly recommend using a tracked delivery service and retaining your proof of postage.
This does not affect your statutory rights where a return is required because goods are faulty, damaged, incorrect or otherwise do not conform to the contract.
5. Condition of Returned Items
Returned items should be sent back in an appropriate condition.
You may handle an item as reasonably necessary to establish its nature, characteristics and functionality, in the same way that you would be able to examine it in a shop.
However, if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary, we may be entitled to make a deduction from the refund where permitted by law.
6. Personalised and Bespoke Craft Kits
Certain The Peach Hut products may be personalised or made to your specifications, for example where you select or provide a name, wording, design, colour combination or other personalised detail.
Where a product has been made specifically to your requirements or is clearly personalised, the standard 14-day change-of-mind cancellation right may not apply.
This does not affect your statutory rights if the personalised item is faulty, damaged, incorrect or otherwise does not conform to the contract.
Please check your personalisation details carefully before submitting your order, as we cannot accept responsibility for errors in personalisation information supplied by the customer.
7. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at:
Please provide:
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your order number;
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a description of the problem; and
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photographs of the item and packaging where appropriate.
We will assess the issue and provide an appropriate remedy in accordance with your statutory consumer rights.
Depending on the circumstances, this may include a replacement, repair or refund.
Where an item is faulty, damaged or incorrectly supplied, you should not be required to pay return costs where the law requires those costs to be covered by us.
8. Refunds
Where you are entitled to a refund, we will process the refund using the original payment method unless otherwise agreed.
For cancellations made under the statutory 14-day cancellation right, refunds will generally include the cost of standard delivery paid at the time of purchase.
If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.
Refunds will be made within the timeframe required by applicable law.
9. When a Refund May Be Reduced
Where a customer exercises their statutory cancellation right but has handled the goods beyond what is reasonably necessary to inspect them, the value of the refund may be reduced to reflect any resulting loss in value where permitted by law.
We will not make deductions simply because an item has been opened or reasonably inspected.
10. Exchanges
We do not routinely offer exchanges for unwanted or change-of-mind purchases.
If you would like a different product, you may return the original item where you have a statutory right to do so and place a new order.
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
11. Promotional and Discounted Orders
Items purchased using a promotional discount remain subject to the same applicable cancellation and consumer rights as other purchases.
Where a refund affects eligibility for a promotional offer, the value of the refund may be adjusted where permitted by the terms of that promotion.
12. Craft Kits Purchased for a Specific Event
Customers are responsible for allowing sufficient time for their craft kit to arrive before their event or occasion.
If you order a kit for a specific date, please consider our stated 3–4 week delivery timeframe when placing your order.
The fact that a craft kit is required for a particular date does not automatically remove your statutory cancellation or consumer rights.
13. Event Bookings and Event Cancellations
This Returns, Refunds & Cancellation Policy primarily applies to craft-kit purchases.
Bookings for The Peach Hut's in-person events, workshops and private events are subject to the cancellation and booking terms set out in our Terms & Conditions and any specific booking terms provided at the time of booking.
Where an event booking is cancelled, the refund available will depend on the cancellation period and the terms that applied to that booking.
14. How to Request a Return or Refund
To request a return, cancellation or refund, please contact:
The Peach Hut
Email: wearethepeachhut@gmail.com
Please include your order number and clearly explain what you would like to cancel or return.
We will respond with the relevant return instructions where a return is required.
15. Contact Us
If you have any questions about this policy or your order, please contact us at:
The Peach Hut reserves the right to update this policy from time to time. The version applicable to your purchase will be the version in force when you placed your order.