SHIPPING, REFUNDS & RETURNS POLICY

Last updated: 9 July 2026

1. ABOUT THIS POLICY

This Shipping, Refunds & Returns Policy explains how Heavenly Cases Ltd manages the dispatch and delivery of orders, cancellations, returns, damaged or faulty products and refunds.

This Policy applies to purchases made through the Heavenly Cases website and should be read alongside our Terms & Conditions and Privacy Policy.

Nothing in this Policy affects your statutory rights under applicable UK consumer law.

2. ABOUT US

Heavenly Cases Ltd (“Heavenly Cases”, “we”, “us” or “our”) is a company registered in England and Wales.

Company Name: Heavenly Cases Ltd

Company Registration Number: 14070559

Registered Office:
15 Dunns Close
Nuneaton
England
CV11 4NF

You can contact us using the contact details provided on our website.

SHIPPING & DELIVERY

3. ORDER PROCESSING AND DISPATCH

We aim to process and dispatch orders as quickly as reasonably possible.

Estimated processing and dispatch times may be displayed on our website, product pages or during checkout.

During particularly busy periods, including:

New product releases;
Promotional events;
Sales;
Christmas and other seasonal periods;
Bank holidays; and
Periods of unusually high order volumes,

processing and dispatch times may be longer than usual.

Where reasonably possible, we will provide information on our website regarding significant delays.

4. DELIVERY PROVIDERS

We use third-party delivery providers to deliver customer orders.

Our delivery providers include:

Royal Mail; and
Parcelforce Worldwide.

The delivery provider used for your order may depend upon:

The delivery service selected;
Parcel size;
Parcel weight;
Delivery destination; and
Other operational requirements.

Where appropriate, delivery and tracking information will be provided after your order has been dispatched.

5. DELIVERY OPTIONS AND CHARGES

Available delivery methods and applicable delivery charges will be displayed during the checkout process or elsewhere on our website.

Delivery charges may depend upon:

The delivery destination;
Parcel size;
Parcel weight;
Order value;
Delivery speed; and
The delivery service selected.

Customers will be given the opportunity to review applicable delivery charges before completing their purchase.

6. ESTIMATED DELIVERY TIMES

Any delivery times provided on our website, during checkout or in order communications are estimates unless we expressly state otherwise.

We will take reasonable steps to dispatch and deliver orders within the stated timescales.

However, delivery times may be affected by circumstances outside our reasonable control.

These may include:

Postal or courier disruption;
Severe weather;
Industrial action;
Transport disruption;
Customs delays;
Natural disasters;
Significant technical failures;
Increased seasonal demand; or
Other events outside our reasonable control.

Nothing in this section affects your statutory rights regarding delivery.

7. DELIVERY DELAYS

If your order is delayed, we recommend checking any tracking information provided.

Customers should be aware that a delay shown within a courier or postal tracking system does not necessarily mean that a parcel has been lost.

Where a delivery is significantly delayed, please contact us so that we can investigate the matter with the relevant delivery provider where appropriate.

We will take reasonable steps to assist customers with delayed deliveries.

Nothing in this Policy limits your statutory rights where an order has not been delivered within the period required by applicable consumer law.

8. CUSTOMER DELIVERY INFORMATION

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please check your delivery address carefully before completing your purchase.

We are not responsible for delivery delays or failures caused by incorrect or incomplete information provided by the customer.

If you notice an error in your delivery information after placing an order, please contact us as soon as possible.

We cannot guarantee that delivery information can be changed after an order has been processed or dispatched.

9. FAILED DELIVERY AND UNCOLLECTED PARCELS

If a delivery cannot be completed, the delivery provider may:

Attempt redelivery;
Leave the parcel in a safe place where permitted;
Deliver the parcel to a neighbour where permitted;
Hold the parcel at a collection location; or
Return the parcel to us.

Customers are responsible for monitoring delivery notifications and collecting parcels within any period specified by the delivery provider.

If an order is returned to us because:

The customer provided an incorrect or incomplete address;
Delivery was refused;
The parcel was not collected;
The customer did not respond to delivery notifications; or
The delivery provider was unable to complete delivery due to circumstances attributable to the customer,

we may require payment of reasonable additional delivery costs before redispatching the order.

Where the customer chooses not to have the order redispatched, any refund will be handled in accordance with applicable consumer law and this Policy.

10. DELIVERY TO A SAFE PLACE OR NEIGHBOUR

Depending upon the delivery service and instructions provided, a parcel may be delivered to a safe place or neighbour.

Where a customer expressly instructs a delivery provider to leave a parcel in a particular safe place or with a particular person, responsibility for the parcel may be affected once the delivery has been completed in accordance with those instructions.

This does not affect rights that cannot legally be excluded or limited.

11. RISK AND RESPONSIBILITY FOR PRODUCTS

For consumer orders, responsibility for products generally passes to you when the products are delivered into your physical possession or to a person identified by you to receive them.

The fact that an order has been handed to a delivery provider does not, by itself, transfer responsibility for the products to a consumer.

Nothing in this Policy limits your statutory rights.

12. LOST PARCELS

If you believe your parcel has been lost, please contact us.

Before treating a parcel as lost, we may need to:

Review tracking information;
Confirm your delivery details;
Allow the delivery provider's reasonable delivery period to expire; and
Contact or raise an investigation with the relevant delivery provider.

Delivery providers may have specific procedures and timescales for investigating lost parcels.

We may ask customers to provide reasonable information or assistance required to investigate the delivery.

Where a parcel is confirmed as lost, we will provide an appropriate remedy in accordance with your statutory rights and the circumstances of the order.

This may include a replacement or refund.

13. DAMAGED PARCELS

If your parcel or products arrive damaged, please contact us as soon as reasonably possible.

To help us investigate and resolve the issue, we may ask you to provide:

Your order number;
A description of the damage;
Photographs of the damaged product;
Photographs of the internal packaging;
Photographs of the external delivery packaging; and
Photographs of the delivery label.

Please retain the product and packaging while the issue is being investigated.

We may require this information to assess the issue and raise a claim with the delivery provider.

Contacting us promptly may help us resolve the issue more efficiently.

Failure to report damage immediately does not remove your statutory rights.

14. INTERNATIONAL DELIVERY

Where available, we may accept orders for delivery outside the United Kingdom.

International delivery options and charges will be displayed where applicable.

International delivery times are estimates and may vary depending upon:

Destination;
Customs procedures;
Local delivery services;
Border controls;
Transport disruption; and
Other circumstances outside our reasonable control.

International customers are responsible for ensuring that the products they order can lawfully be imported into the destination country.

15. CUSTOMS, IMPORT DUTIES AND TAXES

International orders may be subject to:

Customs duties;
Import taxes;
Local taxes;
Handling fees; and
Other charges imposed by the destination country or relevant authorities.

Unless expressly stated otherwise during checkout, these charges are not included in the price paid to Heavenly Cases Ltd.

Customers are responsible for paying applicable customs duties, import taxes and other charges imposed by the destination country.

Heavenly Cases Ltd does not control these charges and cannot predict the amount that may be payable.

Customers should contact their local customs authority for further information before placing an international order.

CANCELLATIONS & RETURNS

16. YOUR RIGHT TO CANCEL

If you purchase products from us as a consumer through our website, you may have the legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For most eligible online purchases, you have 14 days after the day you receive the products to notify us that you wish to cancel your order.

You do not need to provide a reason for cancelling an eligible order.

After notifying us of your decision to cancel, you generally have a further 14 days to return the products to us.

Nothing in this Policy limits your statutory cancellation rights.

17. CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will make reasonable efforts to cancel the order before dispatch.

However, due to order processing times, we cannot guarantee that we will be able to stop an order once processing has begun.

If the order has already been dispatched, you may need to return the products in accordance with the returns procedure described in this Policy.

18. HOW TO CANCEL AN ORDER

To exercise your right to cancel, you must clearly inform us of your decision.

You can do this by contacting us using the contact details provided on our website.

Please provide sufficient information to identify your order, which may include:

Your name;
Order number;
Email address used to place the order; and
Details of the products you wish to return.

You may also use the model cancellation form provided at the end of this Policy, although you are not required to use it.

19. RETURNING PRODUCTS AFTER CANCELLATION

After notifying us that you wish to cancel an eligible order, you must return the products without undue delay and no later than 14 days after informing us of your decision to cancel.

Customers are responsible for ensuring that returned products are packaged appropriately to reduce the risk of damage during transit.

We recommend using a suitable tracked or insured delivery service when returning products.

Customers are responsible for the products until they are received by us, subject to applicable law.

20. COST OF CHANGE-OF-MIND RETURNS

Unless otherwise stated by us or required by law, customers are responsible for the direct cost of returning products where they cancel because they have changed their mind.

We will cover reasonable return costs where products are faulty, damaged, misdescribed or otherwise fail to conform to the contract where required by law.

21. CONDITION OF RETURNED PRODUCTS

Customers may inspect products to establish their nature, characteristics and functioning in the same way they reasonably could in a physical shop.

You are responsible for taking reasonable care of products while they are in your possession.

Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

22. ORIGINAL PACKAGING

Where reasonably possible, we ask customers to return products with their original packaging and protective materials.

Using the original packaging may help protect acrylic products from damage during return delivery.

The absence of original packaging does not automatically remove your statutory rights.

However, customers remain responsible for packaging returned products appropriately.

23. PROTECTIVE FILM

Certain acrylic products may be supplied with protective film.

Removing protective film does not automatically remove your legal right to cancel an eligible purchase.

However, customers should only handle products to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where removal of protective materials or excessive handling causes damage or reduces the value of the product, we may make an appropriate deduction from the refund where permitted by law.

24. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION RIGHTS

Certain products may be excluded from statutory cancellation rights.

These may include:

Products made to your specifications;
Clearly personalised products; and
Other products excluded from cancellation rights by applicable law.

Where a product is excluded from the right to cancel, we will provide relevant information before purchase where required.

This exclusion does not affect your rights where a product is faulty, damaged or not as described.

25. EXCHANGES

We are not legally required to provide exchanges for change-of-mind returns.

Where we offer an exchange, this may be subject to:

Product availability;
The condition of the returned product;
Payment of any price difference; and
Applicable delivery charges.

Where an exchange is not available, customers may return an eligible product in accordance with this Policy and place a new order.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

26. YOUR STATUTORY RIGHTS

We are under a legal duty to supply products that conform to the contract.

Under the Consumer Rights Act 2015, products must be:

Of satisfactory quality;
Fit for purpose where applicable; and
As described.

Nothing in this Policy limits or excludes your statutory rights.

27. FAULTY PRODUCTS

If you believe a product is faulty, please contact us.

We may ask you to provide reasonable information to help us assess the issue, including:

Your order number;
A description of the fault;
Photographs;
Videos, where appropriate; and
Other information reasonably necessary to investigate the issue.

Depending upon the circumstances and your statutory rights, an appropriate remedy may include:

Repair;
Replacement;
Price reduction; or
Refund.

The remedy available will depend upon the circumstances and applicable consumer law.

28. SHORT-TERM RIGHT TO REJECT

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject products that do not conform to the contract.

This right generally applies for 30 days from the date ownership or possession of the products is transferred, subject to applicable law.

Where the short-term right to reject applies, you may be entitled to a refund.

Nothing in this Policy limits this right.

29. PRODUCTS THAT DEVELOP A FAULT AFTER 30 DAYS

Consumer rights may continue after the initial 30-day short-term right to reject has expired.

Depending upon the circumstances, you may be entitled to a repair or replacement.

Where a repair or replacement is unsuccessful, impossible or cannot be provided within a reasonable time without significant inconvenience, you may have further rights, including a price reduction or final right to reject.

Any remedy will be provided in accordance with applicable consumer law.

30. INCORRECT PRODUCTS

If we send you a product that you did not order, please contact us as soon as reasonably possible.

We may ask you to provide:

Your order number;
Details of the product received; and
Photographs where appropriate.

Where we have sent an incorrect product, we will take reasonable steps to resolve the issue at no additional cost to you.

31. MINOR MANUFACTURING VARIATIONS

Due to the nature of acrylic manufacturing, processing, polishing and assembly, minor variations may occur between products.

Minor variations may include differences in:

Dimensions;
Finish;
Edge appearance;
Chamfering;
Magnet positioning;
Colour clarity; and
Other non-material characteristics.

Minor manufacturing variations that do not materially affect the product's appearance, functionality, safety or intended use will not necessarily constitute a fault or defect.

Nothing in this section affects your statutory rights where a product is faulty, damaged, misdescribed or otherwise fails to conform to the contract.

32. DAMAGE CAUSED AFTER DELIVERY

Damage caused after delivery by circumstances including the following will not generally constitute a manufacturing fault:

Accidental damage;
Misuse;
Improper handling;
Incorrect assembly;
Modification;
Unsuitable cleaning products;
Failure to follow instructions;
Improper storage; or
Use for a purpose for which the product was not designed.

Nothing in this section affects your statutory rights where a fault was present at the time the product was supplied.

REFUNDS

33. REFUNDS FOR CANCELLED ORDERS

Where you validly exercise your statutory right to cancel an eligible order, we will refund payments received from you in accordance with applicable law.

This will generally include the cost of the products and the cost of our least expensive standard delivery option offered for the order.

If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional cost above our standard delivery charge.

34. WHEN REFUNDS WILL BE ISSUED

For eligible change-of-mind cancellations, we may withhold the refund until:

We have received the returned products; or
You provide evidence that the products have been sent back,

whichever occurs first.

Refunds will be processed within the timescales required by applicable law.

35. HOW REFUNDS ARE PAID

Refunds will generally be issued using the same payment method used for the original transaction unless otherwise agreed.

You will not be charged a fee by Heavenly Cases Ltd for receiving a refund.

Once we have processed a refund, the time taken for the funds to appear in your account may depend upon your bank, card issuer or payment provider.

36. DEDUCTIONS FROM REFUNDS

Where permitted by law, we may make a deduction from a refund where the value of returned products has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Any deduction will be reasonable and reflect the reduction in value caused by the excessive handling.

37. REFUNDS FOR FAULTY, DAMAGED OR MISDESCRIBED PRODUCTS

Where a product is faulty, damaged, misdescribed or otherwise fails to conform to the contract, refunds and other remedies will be provided in accordance with your statutory rights.

Where we are legally responsible for reasonable return costs, customers will not be required to bear those costs.

BUSINESS CUSTOMERS

38. BUSINESS ORDERS

If you purchase products wholly or mainly for business, trade, craft or professional purposes, you are purchasing as a business customer.

Statutory consumer cancellation rights do not apply to business purchases.

Business returns, cancellations and refunds may be subject to:

Separate written agreements;
Quotations;
Invoices;
Supply agreements; or
Other commercial terms agreed between Heavenly Cases Ltd and the business customer.

Where separate terms have been agreed, those terms will take priority to the extent of any conflict with this Policy.

GENERAL INFORMATION

39. ABUSE OF OUR RETURNS POLICY

We reserve the right to investigate suspected fraudulent or abusive returns activity.

This may include:

Returning products not purchased from us;
Deliberately damaging products;
Making fraudulent claims;
Repeatedly abusing cancellation or returns procedures; or
Providing false or misleading information.

Nothing in this section limits statutory consumer rights.

40. CHANGES TO THIS POLICY

We may update this Policy from time to time to reflect:

Changes to our business;
Changes to our delivery services;
Changes to our products;
Changes to applicable laws and regulations; or
Other reasonable operational requirements.

The latest version of this Policy will be published on our website.

The Policy applicable to your purchase will generally be the version in force when your order is placed.

41. GOVERNING LAW

This Policy is governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory protections available under the laws applicable in your place of residence.

Nothing in this Policy affects rights provided to consumers under applicable law.

42. CONTACT US

If you have questions regarding shipping, delivery, cancellations, returns, faulty products or refunds, please contact us using the contact details provided on our website.

Heavenly Cases Ltd

15 Dunns Close
Nuneaton
England
CV11 4NF