Refund policy

30-day returns for non-personalized products

We offer a voluntary 30-day return period for non-personalized products, starting on the day you receive your order. This voluntary return option is in addition to your statutory rights and applies only to non-personalized items.

Items should generally be returned in the same condition in which you received them, unused and complete. Please keep your receipt or another proof of purchase.

To request a return for a non-personalized item, email info@pyracraft.com within the 30-day period and include your order number. Our customer service team will review your request and then provide the next steps and return instructions. Please wait for our instructions before sending anything back.

Personalized and made-to-order products

The voluntary 30-day return option does not apply to personalized products or items made individually to your specifications.

The statutory right of withdrawal may not apply to goods made to a customer's specifications or clearly personalized. This may include products made using a photo you upload or individual design requests. Whether the exception applies depends on the product and order. Your statutory rights concerning faulty or damaged goods remain unaffected.

Statutory right of withdrawal for deliveries within the European Union

For distance contracts involving goods to which the statutory right of withdrawal applies, you may withdraw from the contract within 14 days of receiving the goods, without giving a reason. This statutory right of withdrawal is separate from our voluntary 30-day return option.

As a general rule, the statutory right of withdrawal does not apply to goods made to a customer's specifications or clearly personalized. Please see the information about personalized products above. To exercise an applicable right of withdrawal, email info@pyracraft.com within the relevant period and include your order number. Our customer service team will explain the next steps and return process.

Damaged, faulty, or incorrect products

Please check your order when it arrives. If an item is damaged or faulty, or does not match your order, contact us as soon as reasonably possible at info@pyracraft.com. Include your order number, briefly describe the issue, and attach clear photos of the item and, for transit damage, its packaging. Our customer service team will review the case and agree the appropriate next steps with you. Your statutory rights remain unaffected.

Refunds

For an approved return under our voluntary 30-day return option, we will let you know once we have received and inspected the item. The refund will be issued to your original payment method within 10 business days of approval. Your bank or payment provider may take additional time to post it.

Refunds following a statutory withdrawal will be handled in accordance with the applicable legal requirements.

If you have any questions, email us at info@pyracraft.com.