Returns on MakerBritain
MakerBritain is a marketplace of independent Makers. When you purchase a product, you are buying from the individual Maker shown on the product and order.
Each Maker is responsible for their own orders, returns and refunds, in accordance with applicable UK consumer law.
Changed your mind?
For most standard products purchased online, UK consumers have the right to cancel their purchase within 14 days of receiving the goods.
You should contact the Maker within this period to tell them that you wish to cancel. You will then normally have a further 14 days to return the goods.
Unless the Maker has agreed otherwise or the goods are faulty, you may be responsible for the cost of returning the item.
Personalised and custom-made products
The normal right to cancel because you’ve changed your mind generally does not apply to goods that have been made to your specification or clearly personalised for you.
This may include products personalised with names, dates, photographs, wording or other customer-requested details, and genuinely bespoke products made specifically to your requirements.
This does not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your legal rights.
Faulty, damaged or incorrect items
If there is a problem with an item you’ve received, contact the Maker as soon as possible through MakerBritain.
Explain the problem and provide photographs where appropriate. The Maker should work with you to resolve the issue in accordance with your consumer rights.
How refunds are handled
Refunds for purchases are handled by the Maker who sold the product.
Where an order was paid using a Maker Gift Voucher, any refundable amount originally paid using the Gift Voucher will be returned to the Gift Voucher balance. Gift Voucher credit will not be refunded as cash or to a payment card.
Where an order was paid partly using a Maker Gift Voucher and partly using another payment method, the refund will reflect how the original order was funded. The amount refunded to a card or other payment method cannot exceed the amount originally paid using that method.
Any refundable amount originally paid using Gift Voucher credit will be returned as Gift Voucher credit.
Refunds made through a card or other payment provider may take additional time to appear, depending on the payment provider and the customer’s bank.
Nothing about the use of a Maker Gift Voucher changes your statutory rights to a refund where those rights apply.
If you can’t resolve a problem
Please try to resolve an order problem directly with the Maker first.
If you’ve contacted the Maker and haven’t been able to resolve the issue, you can contact MakerBritain at support@makerbritain.co.uk and we’ll try to help.
Your statutory rights
Nothing in this Returns & Refunds information is intended to restrict or exclude any rights you have under UK consumer law.
That’s intentionally buyer-friendly without making MakerBritain itself the seller. It also protects the personalised-product Makers without incorrectly suggesting that personalised goods can never be refunded.
The UK government’s guidance is available here if we ever need to refer back to it: UK Government — accepting returns and giving refunds.
Last updated 29 August 2026