Refund Policy

Last Updated: July 16, 2025

This Refund & Returns Policy outlines the conditions under which you can return items purchased from Creative Jo Ply, a brand operated by ATZ-Motion Ltd. We are committed to providing high-quality products and excellent customer service. This policy is in accordance with your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often referred to as "Distance Selling Regulations").

1. Your Right to Cancel (Change of Mind) - Non-Personalised Items

14-Day Cooling-Off Period: For non-personalised, non-custom-made items purchased online, you have a legal right to cancel your order within 14 days without giving any reason. This "cooling-off period" starts the day after you receive the last item in your order.
Notification: To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., an email) within the 14-day period. You can email us at office@atz-motion.co.uk or joanna@creativejoply.co.uk.
Returning the Goods: Once you have notified us of your cancellation, you then have another 14 days to return the goods to us.
Condition of Goods: The goods must be returned unused, in their original packaging, and in the same condition that you received them. You are responsible for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Return Shipping Costs: You will be responsible for the direct cost of returning the goods for change-of-mind returns. We recommend using a tracked and insured shipping method as we cannot be responsible for items lost or damaged in return transit.
Refund: We will process your refund within 14 days of receiving the returned goods, or 14 days after you provide proof of return (e.g., a tracking number), whichever is earlier. The refund will include the original standard delivery cost you paid (if any), but not any enhanced delivery costs (e.g., express shipping). The refund will be made using the same payment method you used for the original transaction.

2. Returns for Custom-Made / Personalised Items (Important)

No Right to Cancel for Change of Mind: Under the Consumer Contracts Regulations 2013, the right to cancel (the 14-day "cooling-off period") does not apply to goods that are made to your specifications or are clearly personalised.
Exceptions (Faulty or Not as Described): Your statutory rights apply if custom-made or personalised items are faulty, not as described, or not fit for purpose. In such cases, please follow the "Faulty or Not as Described Items" process below.
Accuracy of Information: For custom or personalised orders, please ensure all details, spellings, dates, and specifications provided to us are accurate. We cannot be held responsible for errors resulting from incorrect information provided by you.

3. Faulty or Not As Described Items (Your Statutory Rights)

We are committed to providing products of satisfactory quality, fit for purpose, and as described. Under the Consumer Rights Act 2015, if an item you purchase from Creative Jo is found to be faulty, not as described, or not fit for its intended purpose:

Within 30 Days (Short-Term Right to Reject): You have the right to a full refund if the fault is discovered within 30 days of receiving the item.
After 30 Days but Within 6 Months (Right to Repair or Replacement): If a fault develops after 30 days but within six months of receiving the item, you must give us one opportunity to repair or replace the item. If the repair or replacement is not successful, or cannot be done within a reasonable time or without significant inconvenience to you, you can then claim a full refund (or a price reduction if you wish to keep the item). It is presumed the fault was present when you received the item, unless we can prove otherwise.
After 6 Months (Right to Repair, Replacement, or Partial Refund): After six months, you still have rights, but you may need to prove the fault was present at the time you received the item. You would still be entitled to a repair or replacement, or if that is not possible, a partial refund.
How to Report: If you believe an item is faulty or not as described, please contact us immediately (and in any event, within a reasonable time of discovering the fault) at office@atz-motion.co.uk or joanna@creativejoply.co.uk. Please provide:
- Your order number.
- A clear description of the fault or discrepancy.
- Photographic evidence of the fault (this is usually essential for us to assess and resolve the issue quickly).
Return Shipping for Faulty Items: We will cover the reasonable cost of return shipping for faulty items. We will advise you on the best way to return the item.

4. General Return Process

Contact Us First: Before returning any item, you must contact us at office@atz-motion.co.uk or joanna@creativejoply.co.uk to initiate the return process. We will provide you with return instructions and an appropriate return address.
Packaging: Please ensure items are securely packaged to prevent damage during return transit. We recommend using the original packaging where possible. We cannot be held responsible for items damaged due to insufficient packaging.
Proof of Postage: Always obtain proof of postage when returning items. We recommend using a tracked and/or insured service, especially for higher value items.

5. Non-Refundable Items (beyond Custom-Made)

The following items cannot be returned unless they are faulty:

Gift cards
Digital products
Items that have been used, altered, or damaged by the customer.

6. Refunds (General)

Once your return is received and inspected, we will send you an email notification to confirm whether your refund has been approved or rejected.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days of approval.
Late or Missing Refunds: If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at office@atz-motion.co.uk or joanna@creativejoply.co.uk

7. Exchanges

We generally only replace items if they are defective, damaged, or not as described. If you need to exchange a faulty item, please contact us at office@atz-motion.co.uk or joanna@creativejoply.co.uk to arrange this. For non-faulty items, we encourage you to follow the return process for a refund and place a new order for the desired item.

8. Contact Us

If you have any questions about our Refund & Returns Policy, please contact us at:

Email: office@atz-motion.co.uk or joanna@creativejoply.com.uk

Mail: ATZ-Motion Ltd, Unit 3, Orchard Business Estate, Cockaynes Ln, Alresford, Colchester CO7 8BZ