Refund policy
Effective Date: 24th April 2026
Last Updated: 24th April 2026
OVERVIEW
The Contemporary Guild of Peculiar Blackwork ("the Guild", "we", "us") is operated by Urban Stitches. This policy explains your rights regarding refunds and returns for purchases made at theurbanstitches.co.uk.
The Guild recognises UK Consumer Rights Act 2015 and EU Consumer Rights Directive requirements. Your statutory rights are unaffected by this policy.
DIGITAL PRODUCTS (PATTERNS, SALS, PDF DOWNLOADS)
NO REFUNDS ON DIGITAL PRODUCTS
Legal Requirement:
Under UK Consumer Contracts Regulations 2013, you expressly agree that digital content delivered immediately loses the 14-day cooling-off right upon download. By completing your purchase, you acknowledge and consent to immediate delivery and waive your cancellation right.
The Guild's Position:
Digital patterns are delivered instantly upon purchase. Once downloaded, they cannot be "returned." The Guild does not issue refunds for digital products.
This includes:
- Individual blackwork and cross stitch patterns
- Stitch Along (SAL) patterns and releases
- Pattern bundles and collections
- Digital certificates
- PDF downloads of any kind
Exceptions (Defective Digital Products):
If a digital file is corrupted, incomplete, or materially different from its description, contact us within 7 days of purchase at lovelypeople@urbanstitches.co.uk. The Guild will either:
- Provide a corrected file, OR
- Issue a full refund
Dave handles these matters. Provide your order number and description of the issue. Steve does not handle refunds. Steve has been told he handles refunds. Do not contact Steve about refunds.
PHYSICAL PRODUCTS (STICKERS, T-SHIRTS, MERCHANDISE)
30-DAY RETURN POLICY
Legal Requirement:
You have 30 days from receiving physical goods to request a return. Items must be unused, in original condition, and in original packaging.
The Guild's Position:
Physical merchandise may be returned within 30 days of delivery if you are unsatisfied.
To Return Physical Items:
- Contact lovelypeople@urbanstitches.co.uk within 30 days of delivery
- Provide your order number and reason for return
- Await return instructions from Dave
- Return item in original condition with all packaging and tags
- Use the return shipping label we provide (UK returns only)
Return Shipping Costs:
- UK returns: The Guild provides a prepaid return label
- International returns: You are responsible for return shipping costs
Items Not Eligible for Return:
- Used, worn, or washed items
- Items without original packaging or tags
- Custom or personalised items (if offered)
- Sale items marked "Final Sale"
- Gift cards
Damaged or Defective Items:
If you receive damaged or defective physical goods, contact us immediately at lovelypeople@urbanstitches.co.uk with photographic evidence. The Guild will replace the item or issue a full refund including original shipping costs.
REFUND PROCESSING
Timeline:
Once your return is received and inspected (physical goods only), we will notify you within 5 business days whether your refund is approved.
Approved Refunds:
Refunds are processed to your original payment method within 10 business days of approval. Your bank or card provider may take additional time to post the refund (typically 3-5 business days).
Refund Amount:
- Full purchase price of returned item(s)
- Original shipping costs (only if item was defective or our error)
- Return shipping costs are NOT refunded unless item was defective
If 15+ Business Days Pass:
Contact lovelypeople@urbanstitches.co.uk. Dave will investigate. Margaret maintains records.
EU CONSUMER RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)
Legal Requirement:
If you are located in the European Union, you have the right to cancel any purchase of physical goods within 14 days for any reason.
The Guild's Position:
EU customers may cancel orders for physical merchandise within 14 days of delivery. The standard 30-day return policy (above) also applies and is more generous.
Important: The 14-day cooling-off right does NOT apply to digital content supplied immediately with your consent. By purchasing digital patterns, you waive this right for digital products.
EXCEPTIONS AND SPECIAL CIRCUMSTANCES
Non-Returnable Items
- Digital products (patterns, PDFs, downloads)
- Gift cards
- Physical items marked "Final Sale"
- Used or damaged physical goods (unless arrived defective)
Wrong Item Sent
If the Guild sends you the wrong item, contact us immediately. We will:
- Send the correct item at no charge
- Provide a prepaid return label for the incorrect item
- Refund any price difference if applicable
Order Errors
If you order the wrong pattern or item by mistake, contact us within 24 hours. The Guild may issue a one-time courtesy exchange if the file has not been downloaded.
The Guild is not obligated to do this. It is a courtesy extended at the Guild's discretion.
EXCHANGES
The Guild does not offer direct exchanges.
For Physical Goods:
Return the unwanted item for refund, then place a new order for the desired item.
For Digital Goods:
Digital patterns cannot be exchanged. Choose carefully before purchasing.
CONTACT INFORMATION
Returns and Refund Queries:
Email: lovelypeople@urbanstitches.co.uk
Subject Line: "Refund Request - Order #[NUMBER]"
Response Time:
Dave responds to refund requests within 3 business days (Monday-Friday, excluding UK bank holidays).
The Guild does not process refunds on weekends. Steve does not process refunds during the week either. Steve has been told he processes refunds. Steve is mistaken.
YOUR STATUTORY RIGHTS
UK Customers:
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose, and of satisfactory quality.
EU Customers:
Your rights under the EU Consumer Rights Directive are unaffected by this policy.
Dispute Resolution:
If you are unsatisfied with our response to a refund request, you may refer the matter to:
- UK: Citizens Advice Consumer Service (0808 223 1133) or Alternative Dispute Resolution (ADR) provider
- EU: European Consumer Centre in your country
CHANGES TO THIS POLICY
The Guild reserves the right to update this policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the website after changes constitutes acceptance of the revised policy.
The Guild takes refund matters seriously. Dave handles them seriously. Margaret records them seriously. Steve has been told to take them seriously.