Refund policy

Returns & Refunds Policy

Last updated: 19th December 2025

This policy applies to purchases made from Whimsy & Bug via our website.

We sell physical craft boxes, available as one-off purchases or as part of a subscription.

1. Your Legal Rights

Under the Consumer Rights Act 2015, you have the right to receive goods that are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

Under the Consumer Contracts Regulations, you also have a 14-day cooling-off period for online purchases.

Nothing in this policy affects your statutory rights.

2. Cooling-Off Period (Change of Mind)

One-Off Purchases

If you change your mind, you have 14 days from the day after you receive your craft box to tell us you want to cancel your order.

You then have a further 14 days to return the item to us.

Conditions:

  • Items must be unused, complete, and returned in their original packaging

  • You are responsible for return postage costs unless the item is faulty or incorrect

Once we receive the returned item, we will issue a refund within 14 days, using your original payment method.

Subscription Orders

For subscriptions:

  • You may cancel your subscription at any time

  • If you cancel before a renewal or dispatch, you will not be charged for future boxes

  • If a box has already been dispatched, that box will still be chargeable and non-refundable unless faulty

In line with the DMCC Act 2024, we ensure:

  • Clear pricing and renewal information before checkout

  • Simple, accessible cancellation (no hidden steps or barriers)

  • No penalties for cancelling a subscription

3. Faulty, Damaged, or Incorrect Items

If your craft box is:

  • Faulty

  • Damaged in transit

  • Missing items

  • Not as described

Please contact us within 30 days of delivery at info@whimsyandbug.com with:

  • Your order number

  • A brief description of the issue

  • Photos where relevant

Under the Consumer Rights Act 2015, you are entitled to:

  • A replacement, repair, or refund

For faulty or incorrect items, we will cover any reasonable return postage costs.

4. After 30 Days

If a fault develops after 30 days, please still get in touch.
You may be entitled to a repair or replacement depending on the issue and how long you’ve had the item.

5. Items That Cannot Be Returned

We cannot accept returns for:

  • Craft boxes that have been used, opened, or partially completed

  • Items returned incomplete or damaged due to misuse

  • Digital downloads (if applicable), once accessed

This does not affect your rights if the item is faulty.

6. How to Request a Return or Cancellation

To request a return or cancel an order or subscription, please contact:

Email: info@whimsyandbug.com
Subject line: Returns / Subscription Cancellation
Include: Your order number and reason for contact

We aim to respond within 2 working days.

7. Refund Processing

  • Refunds are issued to the original payment method

  • Shipping costs are refunded only where required by law (e.g. faulty goods)

  • Refunds are processed within 14 days of receiving returned items or confirmation of cancellation

8. Contact Us

If you have any questions about this policy or your rights, please contact:

Whimsy & Bug
Email: info@whimsyandbug.com