Refund Policy
A legal disclaimer
At Heirloom Quilts, every item is lovingly handmade and often created using personal garments sent to us by you. Because of the bespoke and sentimental nature of our quilts, we kindly ask customers to read our refund policy carefully.
Non-Refundable Deposit
A £50 non-refundable fee is required at the time of order confirmation. This covers consultation, design planning, and the initial preparation of your quilt.
Custom Orders & Clothing Items
Due to the personalised and made-to-order nature of our products, we are unable to offer refunds once your clothing has been received and the quilt is in progress. This includes cases where clothing has been cut or sewn into the quilt.
If you change your mind before sending your items, please contact us as soon as possible. We may be able to offer a partial refund (excluding the £50 deposit) if work has not yet begun.
Cancellations
If you need to cancel an order, please contact us immediately. Cancellations made before clothing has been received may be eligible for a refund, minus the £50 fee. Once production has started, we regret that refunds or cancellations cannot be processed.
Sending Clothing
Please ensure your clothing is clean and in good condition before posting. Heirloom Quilts is not responsible for damage or loss during transit to us — we recommend using tracked delivery.