Effective date: 15 February 2026
At Drakart Workshop, we take great pride in the quality and craftsmanship of our products. Every item is carefully designed and handcrafted to meet the highest standards. We understand that issues can occasionally arise, and we want to make the process as smooth and fair as possible. Please read this policy before making a purchase.
1. Eligibility for Returns & Refunds
Because many of our products are custom-made, returns and refunds are limited to specific circumstances.
Custom & Personalised Orders
Custom and personalised items are created specifically for you, so we can only offer returns or refunds if:
- Damaged or Defective Items
Your order arrives damaged or has a manufacturing defect. Please contact us within 7 days of receiving your item with photos of the issue. - Incorrect Item Received
If we send the wrong product due to an error on our part, we will replace it at no additional cost.
Although custom items are non-refundable in most cases, your satisfaction matters to us. If something isn’t right, please get in touch — we will always do our best to resolve the issue, whether that means adjusting the design, remaking part of the item, or finding another suitable solution.
Non-Custom Products
Non-personalised items may be returned within 14 days of delivery if they are:
- unused
- in their original condition
- in their original packaging
Refunds apply to the product cost only. Delivery charges are non-refundable, and return postage is the customer’s responsibility.
We strongly recommend using a tracked service, as refunds can only be processed once the item has been safely received and inspected.
2. Items Not Eligible for Return
The following items cannot be returned or refunded:
- Personalised or custom-made products, unless defective or incorrect
- Used, altered, or customer-damaged items
- Change-of-mind returns once production has begun
3. How to Request a Return or Refund
If you meet the eligibility criteria, please follow these steps:
- Contact Us
Email admin@drakart.org within 7 days of receiving your order. Include your order number, a description of the issue, and clear photos. - Approval & Instructions
If your return is approved, we will provide instructions on how to send the item back. - Return Shipping
Customers are responsible for return postage unless the item is faulty or incorrect. - Refund Processing
Once the returned item is received and inspected, refunds (where applicable) will be issued to your original payment method within 5–7 business days.
4. Cancellations & Order Changes
- Orders may be cancelled within 24 hours of purchase.
- After this period, production may have begun and cancellation may not be possible.
- If you need to change your order, please contact us as soon as possible via email or phone.
5. Shipping Issues & Lost Packages
- We offer free UK shipping on orders over £55.
- If your package is lost in transit, please notify us and we will work with the courier to resolve the issue.
- Drakart Workshop is not responsible for courier delays, but we will always assist in tracking your order.
6. Contact Information
If you have any questions about returns, refunds, or exchanges, please reach out:
We truly appreciate your support and look forward to creating something special for you.
