Returns Policy

Our returns policy

British Products Direct connects buyers directly with British makers. Returns are handled directly between you and the maker. We are here to help if any issues arise.

Bespoke and made-to-order items

Many of our makers produce bespoke or made-to-order products. Under UK consumer law, personalised or custom-made items may be exempt from the standard 14-day cooling-off period for distance selling. However, if an item is faulty or not as described, your statutory rights are unaffected regardless of whether the item is bespoke.

Please confirm the returns policy for bespoke items directly with the maker before placing your order.

Faulty or damaged goods

If your item arrives damaged or develops a fault within 30 days of receipt, please contact the maker directly in the first instance. If the item is faulty:

• The maker will arrange collection or ask you to return the item by post
• Return postage costs will be covered by the maker
• You are entitled to a full refund, repair or replacement under the Consumer Rights Act 2015

How to return an item

To return a product, contact the maker directly using the contact details on their profile page. You will need to provide your order details and reason for return. The maker will provide you with a return address and any further instructions.

If you are unable to reach the maker or require assistance, please contact us and we will help resolve the matter.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For more information, visit Citizens Advice.