MAY 2026
TERMS AND CONDITIONS FOR CUSTOMERS (“Customer Terms”)
We are Handcrafted Heritage Ltd trading as Handcrafted Heritage, a company registered in England and Wales, under company number 17069172, with its registered office at Brook House, Moss Grove, Kingswinford, West Midlands, England, DY6 9HS (we, us or our).
In accordance with these Customer Terms, our Website Terms and Conditions and Privacy Policy (together with any other documents or policies referred to herein), you may use www.handcraftedheritage.co.uk (the “Website”), whether as a guest or customer account holder, to view and purchase Goods (as defined below) from Sellers (as defined below) (our “Service”). You should read these Customer Terms, as well as our Website Terms and Conditions and Privacy Policy carefully before you use our Website or place an order.
Before placing an order on the Website, you must read any terms and conditions made available by the Seller, together with all information provided on the listing page, as this will form the Contract (defined below) between you and the Seller. We will not be a party to the Contract and we shall have no responsibility or liability in respect of the fulfilment of your order. If you are a consumer, you will have certain legal rights against the Seller in respect of the Goods. Please refer to clause 8 below for a summary of these legal rights.
These Customer Terms are effective as of 1 May 2026 and may be updated from time to time. You are advised to review these Customer Terms periodically. Your continued use of the Website shall constitute acceptance of these Customer Terms (including any modifications made) and agreement to be bound by them.
1. DEFINITIONS AND INTERPRETATION
1.1 When we use capitalised terms in these Customer Terms, they shall have the following meanings:
| Customer: | means any person using the Website as a guest or registered account holder to browse, select, and purchase Goods. |
| Contract: | means the legally binding agreement for the sale of Goods between the Customer and the Seller, comprised of: the email confirmation relating to your order; all available information on the product listing page; and any other information or policies provided to you in connection with the product by the Seller. |
| Goods: | means any product listed and offered for sale on the Website. |
| Seller: | means any individual, business, or entity with a registered account on the Website enabling them to offer Goods. |
| UK Data Protection Law: | means all applicable data protection and privacy legislation in force from time to time in the UK, which includes the UK GDPR and the Data Protection Act 2018 (DPA 2018). |
1.2 When we refer to legislation or regulations in these Customer Terms, that shall include a reference to any legislation or regulations that replace or amend that legislation or regulation from time to time.
2. OUR ROLE
2.1 Our Website provides an online marketplace to facilitate the listing and sale of Goods by Sellers and their purchase by Customers. However, we shall not be a party to any Contract or have any obligations arising from a Contract. The Contract is formed directly between you and the Seller, and the Seller shall be legally responsible for performing the terms of that Contract.
2.2 We do not own, inspect, manage, or have any control over the Goods listed or sold on the Website and shall not be legally responsible for any fulfilment failure, product defects, or any disputes arising under your contract with the Seller.
2.3 We provide no warranties or guarantee in relation to any Goods purchased through the Website, including but not limited to the Goods being of satisfactory quality. Except for any legal responsibility that we cannot exclude in law, we disclaim all warranties (whether express or implied) relating to the Goods. This does not impact your legal rights against the Seller, further details of which can be found in clause 8.
2.4 When you enter into a Contract, we are acting as an agent for the relevant Seller. This means that the Seller appoints us to act on their behalf and in their name, for the limited purposes of entering into Contracts with you and collecting payment for those Contracts.
2.5 We retain the ability to amend, suspend, or end all or any part of our Service at any time without notice and without any further obligation, responsibility or liability to you.
2.6 We may refuse to process a transaction for any reason or refuse our Service to anyone at any time at our absolute discretion. We will not be legally responsible to you or any third party by reason of so refusing or by reason of unwinding or suspending a transaction after processing has begun.
3. SELLER OBLIGATIONS
3.1 Each Seller has agreed to Seller Terms and Conditions which govern their use of our Website and set our expectations of them when selling Goods to you. However, we are not responsible for the accuracy of product listings or the content of terms and conditions or policies provided to you by Sellers.
3.2 Sellers are solely responsible for:
3.2.1 fulfilling and arranging delivery of your order in accordance with the Contract. Each Seller will have their own arrangements for delivering Goods. Details of how and when the Seller will deliver the Goods will be set out on the relevant Seller’s listing;
3.2.2 ensuring the Goods meet the description and quality standards outlined in their product listing, and comply with all applicable laws;
3.2.3 provide clear and accessible refund and return policies to Customers; and
3.2.4 handling refunds, cancellations, and any returns in accordance its policies and all applicable consumer protection laws, including the Consumer Rights Act 2015.
3.3 We shall not be responsible for any refund, return, or exchange, nor for any failure by Sellers to adhere to their refund and / or return policies.
4. FORMATION OF A CONTRACT
4.1 When you place an order for Goods from the Website, we, acting as the Seller’s agent, will:
4.1.1 take payment for the order;
4.1.2 send you an email in our standard format acknowledging your order; and
4.1.3 send the Seller an email confirming your order.
4.2 A contract between you and the Seller for the order (“Contract”) shall not be formed until the Seller confirms acceptance of the order through their Seller Account, at which point you will receive a confirmation email. If the Seller rejects the order, you shall automatically receive an email rejecting the order and a full refund will be processed in accordance with Stripe’s terms and conditions.
4.3 The Contract will comprise of the email confirmation relating to your order, all information on the relevant product listing and any other information or policies provided to you by the Seller.
4.4 The Seller has full responsibility for fulfilling, enforcing, or resolving disputes under the Contract.
5. YOUR RESPONSIBILITIES
5.1 You may interact with the Website either as a guest user or by creating a Customer account.
5.2 If registering for a Customer account, you must ensure that the information you provide is accurate, complete, and up-to-date. You are solely responsible for the security of your account credentials and any actions taken under your account.
5.3 You are responsible for:
5.3.1 reading all item descriptions, terms and conditions and policies provided by a Seller which will govern matters such as delivery and returns, before making a purchase through the Website;
5.3.2 providing accurate information and specifications to the Seller, where placing a custom order;
5.3.3 ensuring all information provided during the use of the Website, including delivery address(es) (which must be within Great Britain (excluding Northern Ireland) only), payment details and contact information is accurate and up to date; and
5.3.4 ensuring your use of the Website complies with all applicable laws and regulations.
5.4 You must not use the Website for illegal purposes or to purchase prohibited items (see the Prohibited Goods Schedule).
5.5 Except where permitted by any applicable law, you must not:
5.5.1 attempt to copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any portion of our Website in any form or media or by any means;
5.5.2 attempt to de-compile, reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part our Website;
5.5.3 access all or any part of our Website to build a product or service which competes with our Service;
5.5.4 use our Website to provide services to third parties or allow or assist third parties to access our Website; or
5.5.5 create multiple Customer accounts.
6. PAYMENT TERMS
6.1 Payments for Goods purchased through the Website are processed using a third-party payment service, Stripe. You acknowledge and accept that your use of Stripe is governed by Stripe’s terms and conditions, and it is your responsibility to read them in full. Stripe’s terms and conditions may be accessed here.
6.2 We are authorised by each Seller to collect payments under each Contract from you on their behalf. Once receipt of your payment is confirmed, our obligations related to the payment process ends.
6.3 We accept no responsibility for payment disputes between you and the Seller. Any claims relating to payments, unauthorised transactions, or refunds must be resolved directly with the issuing bank or payment provider.
7. LIMITS ON OUR POTENTIAL LIABILITY TO YOU
7.1 Except for any legal responsibility that we cannot exclude in law, the Website and its services are provided on an “as-is” and “as-available” basis, without any warranties or representations, express or implied.
7.2 Except for any legal responsibility that we cannot exclude in law, we will not be legally responsible, under any circumstances, for:
7.2.1 the quality, safety, legality, or fitness for purpose of the Goods available on the Website;
7.2.2 any inaccuracies or misrepresentations in Seller listings or advertisements; or
7.2.3 any delays or failures in the performance of the Seller’s obligations under the Contract.
7.3 This does not impact your legal rights against the Seller if the Goods are faulty, further details of which can be found in clause 8.
7.4 Except for any legal responsibility that we cannot exclude in law, we will not be legally responsible for:
7.4.1 losses that were not foreseeable to you and us when the contract was formed;
7.4.2 any business losses, such as loss of profit, loss of opportunity, or loss of anticipated savings;
7.4.3 any loss or damage caused by events beyond our reasonable control, including but not limited to cyberattacks, server downtime, or third-party service failures.
7.5 Notwithstanding the foregoing, our aggregate liability to you for any claim arising out of or in connection with these Customer Terms shall be limited to £100. This does not impact your legal rights against the Seller.
7.6 Nothing in these Customer Terms shall exclude our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation or any other liability which cannot be excluded or limited under applicable law.
8. CONSUMER RIGHTS
8.1 If you are a consumer, as defined in the Consumer Rights Act 2015 as “an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession”, you will benefit from extra protections. These include:
8.1.1 statutory rights under the Consumer Rights Act 2015, including the right to receive Goods of satisfactory quality, fit for purpose and as described by the Seller. The Consumer Rights Act 2015 says that during the expected lifespan of the Goods you are entitled to the following:
8.1.1.1 up to 30 days: if your Goods are faulty, you can get a refund;
8.1.1.2 up to six months: if the Goods cannot be repaired or replaced, then you’re entitled to a full refund in most cases;
8.1.1.3 up to six years: if the Goods do not last a reasonable length of time, you may be entitled to some money back; and
8.1.2 the right to cancel and receive refunds for certain Goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where this cancellation right applies, you have the right to change your mind for up to 14 days after receiving your Goods and to get a full refund. However, this right does not apply to certain Goods.
8.2 The above sets out a summary of some of your key rights as a consumer and it is not intended to replace the terms of the Contract between you and the Seller. Cancellation procedures and refund policies are determined by Sellers, and you should refer directly to Sellers for further information.
8.3 More detailed information in respect of your rights as a consumer can be obtained from Citizens Advice. Please visit www.citizensadvice.org.uk or call 0808 223 1133.
9. DISPUTE RESOLUTION
9.1 In the event of a dispute between you and a Seller:
9.1.1 we may, at our sole discretion, offer a dispute facilitation service for communications between you and the relevant Seller, however, we do not guarantee a resolution of your dispute.
9.1.2 you and the Seller are responsible for resolving disputes directly through reasonable negotiation. The Seller is required to handle any complaint in accordance with our Complaints Policy for Sellers.
9.2 We shall respond to dispute facilitation requests within 10 business days of receipt.
9.3 Any disputes involving us will be subject to the governing law and jurisdiction clause in clauses 11.5 and 11.6 of these Customer Terms, and any complaint shall be handled in accordance with our Complaints Procedure.
10. DATA PROTECTION AND PRIVACY
10.1 Your privacy and personal information are important to us. We shall process your personal data in compliance with all UK Data Protection Laws.
10.2 Any personal data that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal data we collect from you, how and why we collect, store, use and share such data, your rights in relation to your personal data and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal data. You agree to the use of your personal data as outlined in our Privacy Policy.
10.3 We shall implement appropriate technical and organisational measures to ensure the security of your personal data, including encryption and access controls.
11. OTHER IMPORTANT TERMS
11.1 Severability: If a court decides that any provision of these Customer Terms is invalid or unenforceable, that decision will not impact on the rest of these Customer Terms, and the remaining provisions shall remain valid and enforceable.
11.2 Entire Agreement: These Customer Terms and any documents which we refer to in these Customer Terms form the entire agreement between you and us in relation to your use of the Website and our Service.
11.3 Events outside of our control: We shall not be legally responsible for any failure to perform our obligations as a result of any events beyond our reasonable control. This may include technical failures, cyberattacks, or server downtime.
11.4 No Waiver: If we fail to enforce any provision of these Customer Terms, that does not mean that we have waived our rights under these Customer Terms, and we will still be entitled to enforce our rights at a later date.
11.5 Governing Law: The laws of England and Wales apply to this contract, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
11.6 Jurisdiction: Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.