Returns & Refunds policy

This Return & Refund Policy sets out the terms and conditions under which Remy (“we”, “our”, “us”) handles returns and refunds for products purchased via our website www.remykruse.co.uk. By placing an order, you confirm that you have read and agree to the terms below.

Returns

Due to the bespoke nature of our products, we do not accept returns under any circumstances, unless the item is demonstrably defective or not as described at the time of delivery.

Each product is made to order and tailored to individual customer specifications. As such, these items are exempt from the standard right to return under the Consumer Contracts Regulations 2013, which allow for exclusions in the case of personalised or custom-made goods.

In the event that you believe your item is defective, you must notify us in writing at vincentkruse.uk@gmail.com within 7 calendar days of receiving the goods, providing a clear description and supporting photographic evidence of the issue. We reserve the right to determine, at our sole discretion, whether the item qualifies for remediation or replacement.

Refunds

We do not offer refunds on any orders, unless your item is found to be faulty or materially not as described. Refunds will not be issued due to change of mind, dissatisfaction with design, or any other subjective reasoning once production has commenced.

Where a fault is accepted by us, we may, at our discretion, offer to:

• Remake or repair the item;

• Issue a partial or full store credit;

• Or, in exceptional circumstances, provide a refund to the original payment method.

Such resolutions are offered on a case-by-case basis and are not guaranteed.

Exchanges

We do not offer exchanges due to the custom-made nature of all products.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail vincentkruse.uk@gmail.com