Br8 Creations – Delivery, Returns & Refunds Policy

Last updated: 1 October 2026

1. About this policy

This policy applies to every product sold through br8creations.co.uk by Br8 Creations Ltd, including products added in future. Your statutory rights as a consumer are not affected.

Business details

  • Br8 Creations Ltd, registered in England and Wales
  • Company No.: 15927495
  • Registered office: 24 Melrose Street, Hull, HU3 6ES
  • Email: design@br8creations.co.uk

Where a product listing gives different delivery times or return terms, the listing applies to that product. It will never reduce your statutory rights.

2. Delivery

We deliver to UK addresses only, charged at standard Royal Mail rates shown at checkout.

Where we deliver

  • England, Scotland, Wales and Northern Ireland.
  • We do not currently deliver to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK.

Delivery charges

  • Charged at standard Royal Mail rates, based on the size and weight of your order.
  • The exact charge is shown at checkout before you pay.
  • Any promotional free delivery will be stated clearly on the product page or at checkout.

Delivery times

  • Most products are 3D printed and hand-finished to order.
  • Unless the product page states otherwise, please allow 5–10 working days from order to delivery.
  • Working days are Monday to Friday, excluding UK bank holidays.
  • Busy periods, such as Halloween and Christmas, may add a few days. We will tell you if we expect a delay.

Tracking and receiving your order

  • We will email you when your order is dispatched, with tracking where the service includes it.
  • Please check your delivery address carefully. We are not responsible for orders sent to an incorrect address you provided.
  • If no one is in, Royal Mail will leave a card. Uncollected parcels returned to us can be re-sent for a further delivery charge.

Late or lost orders

If your order has not arrived within 30 days of ordering, or within any delivery date we agreed with you, email us. We will send a replacement or give you a full refund, including the delivery charge.

3. Changing your mind (14-day right to cancel)

You can cancel most orders within 14 days of receiving them, without giving a reason. Return postage is paid by you.

How to cancel

  1. Email design@br8creations.co.uk within 14 days of the day you receive your order. Include your name, order number and the items you are returning. For orders delivered in several parcels, the 14 days start from the day you receive the last item.
  2. Send the items back within 14 days of telling us, to the address we give you in our reply.
  3. Use a tracked service and keep proof of postage. Items lost or damaged on the way back to us are your responsibility.

Condition of returned items

  • Items should be unused and returned with all parts, accessories and batteries supplied.
  • Pack items carefully. 3D printed items can break if poorly packed.
  • You may handle an item as you would in a shop, to check what it is and how it works. If it has been used or damaged beyond that, we may reduce your refund to reflect its lower value.

Cost of returns

  • You pay the cost of returning items when you change your mind.
  • We refund the item price and the original standard delivery charge.
  • If you chose a more expensive delivery option than our cheapest one, we refund only the cost of the cheapest option.
  • If you return only part of an order, we refund the delivery charge only when the whole order is returned.

4. Items you cannot return for a change of mind

The 14-day right to cancel does not apply to the items below. Your rights for faulty or incorrect items (section 5) still apply in full.

  • Personalised or custom-made items: anything made to your own specification, such as items with your name, text, logo, chosen colours, sizes or a design you supplied. Our standard products printed on demand are not in this category and can be returned.
  • Digital files and downloads: CAD files, STL files and other digital content, once you have agreed to immediate access and the download or delivery has started.
  • Design, CAD and 3D printing services: once the service has been fully completed with your agreement. If you cancel within 14 days after the work has started at your request, you pay for the work done up to that point.
  • Sealed items: items sealed for health or hygiene reasons that have been unsealed after delivery.

The product page or your quotation will say when an item or service falls into one of these categories.

5. Damaged, faulty or incorrect items

If an item arrives damaged, is faulty or is not what you ordered, we will put it right at no cost to you, including return postage.

What to do

  1. Email design@br8creations.co.uk as soon as you can, ideally within 7 days, with your order number, a short description and photos of the item and packaging.
  2. Keep the item and packaging until we reply. Some issues can be resolved from photos alone.
  3. If we need the item back, we will send you a prepaid return label or refund your return postage.

Your rights under the Consumer Rights Act 2015

  • Within 30 days of delivery: you can reject a faulty item for a full refund.
  • After 30 days: we will offer a repair or replacement. If that is not possible or does not fix the problem, you can have a refund or price reduction.
  • After 6 months: you may need to show the fault was present at delivery.

What is not a fault

  • Small variations in colour, texture and fine layer lines, which are a natural part of 3D printing and hand-finishing.
  • Damage from misuse, accidents, heat, real candles, outdoor use or not following the product's care and safety instructions.
  • Normal wear and tear, or batteries that run down through use.

6. Refunds

We refund within 14 days of receiving the items back, or of receiving your proof of return, whichever comes first.

  • Refunds go to your original payment method. We do not charge a fee for refunds.
  • For faulty items or cancellations where nothing needs returning, we refund within 14 days of agreeing the refund.
  • Your bank or card provider may take a few extra days to show the refund.

7. Bundles, free gifts and offers

  • Bundles: you can return a whole bundle or individual items from it. If you return part of a bundle, the bundle discount no longer applies. We refund what you paid minus the standard individual price of the items you keep.
  • Free gifts: if you return the whole order, please include any free gift that came with it. If it is not returned, we may deduct its standard selling price from your refund.
  • Discount codes: refunds are for the amount you actually paid.

8. Business customers

If you buy as a business rather than a consumer, the 14-day right to cancel does not apply. We will still replace or refund faulty items. Commissioned design and manufacturing work is covered by the terms in your quotation.

9. Contact us

For delivery questions, cancellations or problems with an order, email design@br8creations.co.uk with your order number. We aim to reply within 2 working days.