Refund policy

 

Please note: We operate a strict no-returns policy. All sales are final unless the item you receive is faulty or damaged. We strongly encourage you to review all product details, dimensions, and descriptions carefully before placing your order.

No Returns — Why We Have This Policy

Due to the nature of our products which are made to order and personalised specifically for each customer, we are unable to accept returns or exchanges for reasons such as:

  • Change of mind

  • Ordering the wrong size, colour, or style

  • The item not matching your expectations based on personal preference

  • Duplicate or accidental orders

We ask that all customers take care when selecting their items and contact us before purchasing if they have any questions about a product.

Faulty or Damaged Items

Your statutory rights are not affected by our no-returns policy. If you receive an item that is:

  • Faulty or defective

  • Damaged upon arrival

  • Significantly not as described

Please contact us within 48 hours of receiving your order. You must provide the following:

  • Your order number

  • A clear description of the fault or damage

  • Photographic evidence of the issue

Once we have reviewed your claim, we will offer one of the following resolutions at our discretion:

  • A replacement item

  • A repair

  • A partial or full refund

Please do not return any item without first contacting us and receiving written confirmation that a return has been authorised. Unauthorised returns will not be accepted.

How to Contact Us About a Fault

If you believe you have received a faulty or damaged item, please get in touch with us via email at hello@capeandvale.com as soon as possible with your order details and photos of the issue. We are committed to ensuring every customer receives a beautiful, high-quality product and will work with you to resolve any genuine fault promptly and fairly.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If goods are faulty, not as described, or unfit for purpose, you are entitled to a remedy in accordance with applicable legislation.

This policy was last updated October 2026. We reserve the right to amend this policy at any time.