Returns & Refunds Policy
Last updated: 15 September 2026
MakerVA is an online marketplace connecting customers with independent makers. Products purchased through MakerVA are supplied by the maker identified on the relevant product or store page.
This policy explains how cancellations, returns and refunds are handled through the MakerVA marketplace. Nothing in this policy affects your statutory rights.
Changing your mind
For most goods purchased online, UK consumers have the right to cancel their order without giving a reason.
You normally have 14 days from the day you receive the goods to tell the seller that you wish to cancel.
After notifying the seller, you normally have a further 14 days to return the goods.
To request a cancellation or return, contact the relevant maker through MakerVA or contact MakerVA at hello@makerva.co.uk.
Returning an item
Unless the item is faulty, damaged, incorrectly supplied or otherwise not as described, the customer will normally be responsible for the cost of returning the item.
Products should be returned to the address provided by the relevant maker.
Customers should take reasonable care of products while they are in their possession.
Where handling goes beyond what would reasonably be permitted when examining an item in a shop and reduces its value, the seller may be entitled to make an appropriate deduction from the refund.
We recommend obtaining proof of postage when returning an item.
Refunds
Where a valid cancellation is made, the appropriate refund will normally be made within 14 days of the seller receiving the returned goods, or receiving satisfactory evidence that they have been returned where applicable.
Where the customer paid for standard delivery, the original standard delivery charge will normally be refunded where required by law.
If the customer chose a more expensive delivery service, any refund of delivery charges may be limited to the cost of the standard delivery option.
Refunds will normally be made using the original payment method where possible.
Personalised and custom-made products
The statutory right to cancel because you have simply changed your mind does not normally apply to goods that are made to the customer’s specifications or clearly personalised.
A maker should clearly identify relevant products as personalised or custom-made before purchase.
This exception does not remove your rights where an item is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements.
Faulty, damaged or incorrectly described products
Products sold through MakerVA must be as described, of satisfactory quality and fit for their intended purpose where applicable.
If an item is faulty, damaged, not as described or does not do what it is reasonably expected to do, please contact the maker as soon as possible.
Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair, replacement or other appropriate remedy.
Customers have a short-term right to reject qualifying faulty goods within 30 days, subject to the applicable legal requirements. Other rights to repair, replacement, price reduction or refund may continue after that period.
Return postage for faulty goods
Where goods are faulty, damaged, incorrectly supplied or not as described and the seller is legally responsible, the customer should not be left out of pocket for reasonable return costs.
Contact the maker before returning the product so that appropriate return arrangements can be made.
Items that cannot normally be returned for change of mind
Certain goods may be excluded from the normal cancellation right, including goods made to the customer’s specifications or clearly personalised, certain perishable goods and certain sealed goods where applicable legal hygiene or health-protection exceptions apply.
These exceptions do not remove statutory rights relating to faulty or incorrectly described goods.
Orders involving more than one maker
Because MakerVA is a multi-vendor marketplace, an order may contain products supplied by different makers.
Returns may therefore need to be sent separately to the maker responsible for each product.
Do not send a product to MakerVA unless MakerVA specifically instructs you to do so.
Problems with a return or refund
Customers and makers should first try to resolve return and refund issues reasonably.
If you cannot resolve an issue with a maker, contact MakerVA at:
MakerVA may assist with communication and dispute resolution where appropriate.
Nothing in this policy limits any rights or remedies available under applicable consumer law.
Contact
For questions about this policy:
MakerVA
hello@makerva.co.uk