Returns & Cancellations
We hope that you will be thrilled with your Sugar Vanilla Stencils' products, but we understand that sometimes you change your mind or it's not quite what you were after.
We comply with the UK Consumer Contracts Regulations (which replaced the Distance Selling Regulations in June 2014).
Your right to cancel starts the moment you place your order until fourteen working days from the day after you receive your goods.
1. Cancelling your entire order before it has been dispatched - please notify us by email as soon as possible if you change your mind and wish to cancel your order. In this instance a full refund, including delivery charges, will be given and the order cancelled. You will not receive any part of the order.
2. Cancelling part of your order before it has been dispatched - please notify us by email as soon as possible if you change your mind and wish to cancel part of your order. In this instance the order will be cancelled in full and a full refund, including delivery charges, will be given. You will not receive any part of the order. You will need to place a new order for those item(s) you still wish to order.
3. Cancelling part of or your entire order after it has been dispatched - please notify us by email as soon as possible that you wish to cancel all or part of your order. You have 14 days upon receipt of the full order to cancel the order in writing via email. You then have 14 days in which to return the unused item(s) in original packaging at your own expense to the return address for Sugar Vanilla Stencils [Sugar Vanilla Stencils Returns, 54 Kingley Close, Wickford, Essex, SS12 0EN]. Upon receipt of the item(s) a refund of the original order or cost of item(s), including the original standard delivery charges (excluding any additional costs of special deliveries), will be given.
A forced return is where the order delivery is refused or not picked up from the post office or courier; it is then returned to us without notification or contact from the customer. Where an order has been returned without notification from the customer, delivery charges will not be refunded. If the return was in error and the customer wishes for the order to be sent again, new delivery charges will apply.
We do not offer exchanges except in the instance of faulty goods.
If you have ordered an incorrect item please follow our returns policy above and then place a new order for the correct item.
We're so sorry to hear that your stencil isn't in perfect order. Please email us as soon as possible so that we can organise either a full refund or an exchange.
Note: As our stencils are laser cut, burn marks do sometimes appear on the stencil. They will not affect the use of the stencil and washing the stencil before first use will normally get rid of them.