Returns & refunds

Refund Policy

Last updated: 27 July 2026

1. Purchases made on Etsy

Most of our products are sold through our Etsy shop, AyusTreasuresExpress. Orders placed on Etsy are governed by Etsy's terms and our shop policies shown at checkout:

• Free cancellation within 6 hours of purchase.
• Return and exchange windows are stated on each individual Etsy listing.
• Import duties and taxes are included at checkout under Etsy's policy, so there are no surprise charges on delivery.

To cancel or return an Etsy order, use Etsy's order tools or message us through Etsy.

2. Direct and custom orders - your right to cancel

For orders placed directly with us (for example custom orders paid by PayPal, Wise, or bank transfer), the Consumer Contracts Regulations 2013 give UK consumers a 14-day cooling-off period: you may cancel for any reason from the moment you place the order until 14 days after the day you receive the goods, and receive a full refund including standard delivery costs.

Exception - personalised and made-to-order items. The 14-day cancellation right does not apply to items made to your specification or clearly personalised (custom sizes, custom colours, bespoke arrangements). For custom work we offer free cancellation up to the point production begins; once production has started, we will refund any amount not yet spent on materials and labour at our discretion.

3. Faulty, damaged, or misdescribed items

Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality, and fit for purpose. If your item arrives faulty, damaged, or not as described:

• within 30 days of delivery you are entitled to a full refund;
• after 30 days, you are entitled to a repair or replacement, and a refund if we cannot put it right.

Please email us photos of the item and packaging within a few days of delivery so we can resolve it quickly - in most cases we will replace damaged items without asking you to return them.

4. How to request a refund or return

1. Email dineshnisshanka.uk@gmail.com (or message us on Etsy for Etsy orders) with your order details.
2. For damage claims, attach photos of the item and packaging.
3. We will confirm next steps, including the return address if a return is needed.

Where a return is required for a non-faulty item, please send it back unused and in its original packaging within 14 days of telling us you wish to cancel. Return postage for non-faulty items is your responsibility; we recommend a tracked service, as the items remain your responsibility until they reach us.

5. Refund processing

Refunds are issued to your original payment method (Etsy, PayPal, Wise, or bank transfer) within 14 days of us receiving the returned item, or of your cancellation where no return is needed. We may reduce the refund to reflect any diminished value caused by handling beyond what would be allowed in a shop.

6. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. For free advice about your rights, contact Citizens Advice.