Refund policy

Returns & Exchanges Policy

Lavender Froggies Arts

Last updated: 20 October 2026

At Lavender Froggies Arts, we take care in creating, printing and packaging our greetings cards. We hope you will be delighted with your purchase, but should something not be quite right, we are here to help.

Changing your mind

For most products purchased through our website, you have a legal right to cancel your purchase within 14 days of receiving your order, without giving a reason.

You may also cancel an order before it has been dispatched.

To exercise your right to cancel, you must inform us of your decision within the cancellation period. Once you have done so, you have a further 14 days to send the goods back.

We do not offer an additional voluntary change-of-mind returns period beyond your statutory rights.

How to arrange a return

1. Contact us

Email hello@lavenderfroggies.art with your order number and let us know that you wish to cancel or return your purchase.

You do not need to explain why you have changed your mind.

You may also use the model cancellation form at the end of this policy, although this is not compulsory.

2. Return your items

We will provide return instructions and confirm the appropriate return address.

Please package the cards carefully to protect them during transit and send them back within 14 days of notifying us of your cancellation.

For change-of-mind returns, you are responsible for arranging and paying the return postage.

We recommend obtaining proof of postage.

3. Receive your refund

Once your return has been received, or you have provided evidence that it has been sent, we will process any refund due within the statutory timeframe.

Refunds will be issued to your original payment method unless otherwise agreed.

Condition of returned items

We ask that returned cards are carefully packaged to prevent damage during transit.

You may examine products as you reasonably would in a shop.

If handling beyond what is necessary to establish the nature, characteristics and condition of the products has reduced their value, we may make a proportionate deduction from your refund where permitted by law.

For example, writing inside a greetings card, using it or causing damage beyond reasonable inspection may reduce its resale value.

Opening the outer delivery packaging to inspect your purchase does not automatically affect your right to cancel.

We do not charge cancellation or restocking fees for statutory cancellations.

Return postage

For change-of-mind cancellations, customers are responsible for the direct cost of returning the goods.

We do not provide prepaid return labels for ordinary change-of-mind returns.

Where goods are faulty, damaged or not as described, we will provide an appropriate remedy and cover reasonable return costs where required by law.

Refunds and original delivery charges

When you cancel and return your entire order under your statutory cancellation rights, we will refund the price paid for the products and the original standard delivery charge.

If you selected a more expensive delivery service, we are only required to refund the cost of our least expensive standard delivery option.

If you return only part of an order while keeping the remaining products, the original delivery charge will not normally be refunded unless required by law.

We will issue refunds without undue delay and, where goods must be returned, no later than 14 days after receiving the goods back or receiving satisfactory evidence that they have been sent, whichever occurs first.

If an order is cancelled before the goods have been dispatched, we will issue any refund due within 14 days of being informed of the cancellation.

We will not impose a fee for processing a statutory refund.

Exchanges

We do not routinely offer exchanges where a customer has simply changed their mind or would prefer a different design.

Customers may exercise their statutory cancellation rights and place a new order for their preferred products.

This does not affect your rights to an appropriate repair, replacement, price reduction or refund where goods are faulty, damaged or not as described.

Personalised and custom-made products

Products made to a customer's personal specifications or clearly personalised are generally excluded from the statutory right to cancel for a change of mind.

This exception does not apply simply because a card contains original photography or artwork, is independently produced, or belongs to a limited print run.

Your statutory rights relating to faulty, damaged or misdescribed goods remain unaffected.

Damaged, faulty or incorrect orders

If your order arrives damaged, contains an incorrect product or is otherwise faulty, please contact us at hello@lavenderfroggies.art.

Please include your order number and a description of the problem.

Photographs of the product and packaging can be helpful, although photographs are not a mandatory condition of exercising your statutory rights.

We will assess the situation and provide an appropriate remedy in accordance with the Consumer Rights Act 2015 and other applicable legislation.

Your statutory rights concerning faulty or misdescribed goods are separate from the 14-day change-of-mind cancellation period and are not restricted by it.

Model cancellation form

You may use the following form to notify us that you wish to cancel an eligible purchase. You are not required to use this form; an email or other clear statement is sufficient.

To: Lavender Froggies Arts

Email: hello@lavenderfroggies.art

Business address: See our Legal Notice / Contact Information.

I hereby give notice that I wish to cancel my contract of sale for the following goods:

Products ordered:

Order number:

Date ordered:

Date received:

Customer's full name:

Customer's address:

Date of cancellation:

Signature: (Only required if submitting this form on paper.)

Please send your completed form, or your own clear cancellation statement, to the email address above.

Contact us

For assistance with cancellations, returns, refunds or damaged orders, please contact: