Refund policy

At Nature Fold, we want you to love what you buy. If something isn't quite right, we're happy to help. This policy sits alongside your legal rights under UK consumer law and does not affect them.

Returns within 14 days — no questions asked

If you change your mind, you can return any item within 14 days of receiving your order — no questions asked. To be eligible, the item should be unused, in its original condition and, where possible, in its original packaging.

Once you've told us you'd like to return an item, you have 14 days to send it back to us.

Free returns

Returns are free. When you start a return, we'll email you a prepaid returns label — there's nothing for you to pay to send your item back.

How to start a return

Email us at sales@naturefold.co.uk with your order number and the item(s) you'd like to return. We'll reply with your prepaid returns label and simple instructions for sending it back.

Refunds

Once we've received and checked your returned item, we'll process your refund to your original payment method within 14 days, and email you to confirm once it's done. Your refund will include the price of the item and the original delivery charge.

Damaged, faulty or incorrect items

We check every order carefully, but if your item arrives damaged, faulty, or isn't what you ordered, we'll put it right. Please email sales@naturefold.co.uk within 30 days of delivery with your order number and a photo of the issue. We'll arrange a replacement or full refund — the choice is yours — including any delivery costs, and we'll cover the cost of returning the item.

Please note: our pieces are handwoven from natural fibres, so small variations in colour, size and weave are a natural feature of handmade goods, not faults.

Your legal rights

Nothing in this policy affects your statutory rights. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving them and return them for a refund. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality — if they're not, you may be entitled to a repair, replacement or refund.