Refund policy

Refund & Return Policy

At Rachel Makes Resin, every item is handcrafted, bespoke, and personalised using your own flowers. Because of the custom nature of these products, we operate under the strict refund, return, and cancellation terms outlined below.

 

Deposits, Cancellations & Order Changes

Non-Refundable Deposit: A £20 deposit is required at the time of booking to reserve your date. Should you decide you no longer wish to have your flowers preserved, this £20 deposit is strictly non-refundable.

Upgrading or Downgrading Your Order: You are welcome to upgrade or downgrade your chosen preservation items or design layout, provided you notify us with sufficient notice before preservation begins.

If you upgrade, the additional balance will be calculated and billed accordingly.

If you downgrade, your remaining balance will be adjusted down (the initial £20 deposit remains non-refundable).

Work in Progress: Once your flowers have been received in our studio, the remaining order balance is also non-refundable.

Cancellations: After your wedding date has passed, your order is non-refundable.

 

Returns & Exchanges

Due to the custom and personalised nature of our handmade items, we do not accept returns or exchanges under any circumstances, unless the issue falls under our lost in transit policy. Please ensure all personalisation details and choices are correct before submitting your order.

 

Lost in Transit

Refunds or replacements are only permitted if your final completed order is lost in transit by the shipping provider while being delivered to you.

An item is considered lost in transit only after the official timeframe specified by the courier service has elapsed.

If your order is confirmed lost in transit, Rachel Makes Resin will issue a refund for the total amount paid directly to us for the order (including outward shipping fees paid at checkout).

 

Customer Postage & Flower Transit Expenses

Rachel Makes Resin is not responsible for, nor will we refund, any postage costs incurred by the customer to send their flowers to our studio.

We strongly advise using a tracked and insured postal service when sending your flowers. We cannot issue refunds, replacements, or liability for customer-provided materials lost or damaged before reaching us.

 

Damaged Items Upon Arrival

In the rare event that your bespoke item arrives damaged upon delivery from us, please contact us at rachel@rachelmakesresin.co.uk within 48 hours of delivery. Please include clear photos of the damaged item and its original packaging so we can assess the claim.