Returns Policy

Returns and Refunds

Our Policy:

We want you to be completely satisfied with your new purchase from us.

If for any reason you’re not happy with your gorgeous goods, you can simply return them within 14 working days of receipt. Returned items must be unmarked and in their original packaging.

Returns can be sent to the following address:
Returns @
Imagine DIY
Newgale House
Brawdy Business Park
Haverfordwest
Pembrokeshire
SA62 6NP

Returns need to be sent with a brief cover note containing; your order number or full name, address and a telephone number.
Without this information, we will be unable to track your return, and any monies owed will be unable to be refunded.
Please note you will not be reimbursed for any return postage or outward delivery costs.

If your initial order qualified for FREE postage and you wish to return part or all of the order, we will  deduct our Standard Delivery cost this from the refunded amount if the items you have kept no longer exceed the free postage threshold.

WE ARE UNABLE TO ISSUE A REFUND ON CUT-TO-ORDER LACE – UNLESS FAULTY.

WE ARE UNABLE TO ISSUE A REFUND ON CALLIGRAPHY PENS.

Please note, our policy is offered in addition to your legal rights outlined below:

Your legal rights: 

When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Faulty or Damaged Items

If the item/s you have received is faulty or damaged, we will require photographic images sent via email before we can proceed with your claim.  Any errors in your order MUST be reported within 48 hours of receipt of the package.  This is due to the delicate nature of the items we supply and is the required timeframe to prove that the error is ours, or from transit.  We will offer to send out replacements at no extra charge, or to refund the items.  On some occasions, we may ask you to return the items depending on their value before we can replace or refund them.  We refund your postage upon return of the item we have requested.  Returns must come via Royal Mail 2nd Class Recorded Delivery or the cheapest available recorded delivery option.  We cannot refund items that are lost without a tracking record.

Refunds are issued electronically. Refunds can only be issued to the original payment method and before the gateway has closed (6 weeks).  We cannot offer refunds for items reported past this cut off period.

WE ARE UNABLE TO ACCEPT RETURNS FROM OUTSIDE THE UK.