Legal
Returns & cancellations
You have 14 days to change your mind, whatever the reason. Here is exactly how that works, plus what to do if a kit arrives damaged, faulty or wrong.
Drafted 23 August 2026 · version 0.1 (draft) · not yet in force — this version takes effect on 24 August 2026.
The short version
- You can cancel for any reason within 14 days of your kit arriving.
- Tell us by email — heirpaws.shop@gmail.com — quoting your order number.
- Send the kit back within 14 days of telling us.
- We refund within 14 days of getting it back, to the card you paid with.
- Faulty, damaged or wrong item? Different rules, better for you — and we pay the postage. See below.
1. Your 14-day right to change your mind
Because you bought online without handling the kit first, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel within 14 days. Consumers in the EU have the equivalent right under EU consumer law.
You do not have to give a reason. You do not have to have a fault. “I've changed my mind” is enough.
This is a legal right, separate from and in addition to your rights if something is actually wrong with the kit.
2. How long you have
The 14 days run from the day after the kit is delivered to you or to someone you nominated to receive it.
Example: your kit arrives on Monday 1 September. Day 1 is Tuesday 2 September, and your deadline to tell us is the end of Monday 15 September.
You only have to tell us within those 14 days. You then get a further 14 days to actually post the kit back.
3. How to cancel — step by step
- Email heirpaws.shop@gmail.com before your 14 days are up. Put your order number in the subject line, and say clearly that you are cancelling. You can use the form below, but any clear statement works — a plain email is fine.
- We reply with the return address and confirm we have received your cancellation. Please wait for that before posting anything.
- Post the kit back within 14 days of the date you emailed us.
- Keep your proof of postage. Until the parcel reaches us, it is your responsibility, so a tracked or signed-for service is worth the extra pound or two.
- We refund you once the kit arrives back, or once you send us proof that you posted it — whichever happens first.
A phone call or a message on social media is not a reliable record. Please put it in writing so both of us have proof of the date.
4. The model cancellation form
You do not have to use this — it is simply the standard wording set out in the regulations. Copy it into an email if it helps.
To: Heirpaws, 17 Alameda Place, London, E3 2ZN, United Kingdom, email heirpaws.shop@gmail.com
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if sending this on paper): ______________________
Date: ______________________
5. Sending the kit back
Send it to:
- Returns address
- Heirpaws, 17 Alameda Place, London, E3 2ZN, United Kingdom
- Deadline
- Within 14 days of telling us you are cancelling
- Please include
- Your order number, on a note inside the parcel
This is the single most important blank on the page. You are selling goods posted from China, but a UK or EU customer cannot reasonably be asked to post a return to China at their own cost — and if the return route is unclear or unreasonably expensive, you will end up refunding without getting the goods back. Decide now whether returns come to a UK address you control, and put that address here.
6. Who pays the return postage
You pay the cost of returning the kit to us.
This one has teeth. Under the Consumer Contracts Regulations, if you have not told the customer before they buy that they pay return postage, then you have to pay it. So whichever you choose here must also appear on the product page or at checkout, not only on this page. Note this is only about “changed my mind” returns — for a faulty item you always pay, and that is not negotiable.
If a kit is faulty, damaged, or not what you ordered, we pay the return postage — see section 10.
7. Your refund — how much and how fast
How much. You get back everything you paid for the kit. Delivery is free on every Heirpaws order, so there is no delivery charge to refund. If you had paid for an upgraded delivery service, we would refund the cost of our standard service, not the upgrade.
How fast. Within 14 days of the kit reaching us, or of you giving us proof that you posted it back — whichever is sooner.
How. To the same card or payment method you used. We cannot refund to a different card, and we do not issue store credit unless you ask for it.
Once we send the refund, your bank or card provider decides when it appears on your statement. That usually takes a few working days and is outside our control.
8. Condition of what you send back
You are welcome to open the box and look at what is inside — the same as you would in a shop.
What you cannot do is use it up. If you have mixed or pressed the clay, used the inkless pad or the imprint cards, or the frame comes back scratched, the kit is no longer resaleable. In that case we can reduce your refund to reflect the loss in value. We will always tell you the amount and why before we deduct anything.
Please send everything back — the clay, the paints, the frame, the cards and the printed guide — in the original packaging where you can.
9. When the 14-day right does not apply
The law lists a few exceptions. For completeness:
- Personalised or made-to-order goods. The kits we sell are standard, off-the-shelf products — nothing is engraved or made to your specification — so this exception does not apply and you can cancel every order on this site.
- Sealed goods that cannot be returned for health or hygiene reasons once unsealed. We do not consider our kits to fall into this category, so we are not relying on it.
- Business purchases. The 14-day right protects consumers. If you bought as a business, it does not apply.
If you ever start offering personalised kits — a name or a date added to order — this section has to change, and the exception must be flagged on the product page too, before the customer pays.
10. If your kit is faulty, damaged or wrong
Different, stronger rules apply here, under the Consumer Rights Act 2015.
- Within 30 days of delivery you can reject a faulty kit and get a full refund.
- After 30 days and up to six months, you can ask for a repair or a replacement. If that does not fix it, you can have a refund, which may be reduced to reflect any use you have had. In this period, a fault is assumed to have been there from the start unless we can show otherwise.
- Up to six years (five in Scotland) you may still have a claim if the kit was not of satisfactory quality when it was sold.
- We pay the return postage on anything faulty, damaged or wrongly sent. You should never be out of pocket for our mistake.
What to do: email heirpaws.shop@gmail.com with your order number, a sentence about what is wrong, and a photo. Photos of damaged parcels are especially helpful, so please take one before you throw the packaging away.
Please tell us as soon as you reasonably can after noticing the problem — it makes it much easier to sort out with the carrier or the supplier.
11. If your order never arrives
Delivery times are on the Delivery page. If your kit has not arrived after 30 days from dispatch, email us and we will either send a replacement or refund you in full. It is our job to get the kit to you, not yours to chase the carrier.
12. Cancelling before it has shipped
You can cancel any time between placing the order and receiving it — you do not have to wait for the parcel to arrive to start the process. Email us as soon as you can; if the kit has not yet been dispatched we will simply cancel it and refund you in full, with nothing to send back.
13. Still stuck?
Email heirpaws.shop@gmail.com. A real person reads it. If we cannot sort it out between us, free advice is available in the UK from Citizens Advice, and consumers in the EU can contact their local European Consumer Centre. See the complaints section of our terms.
Nothing on this page reduces your legal rights.
This is a draft prepared for review. It is not legal advice, and it has not been checked by a qualified adviser.