Terms of service

Customer Terms & Conditions

Last updated: 29 January 2026

These terms are the Customer Terms & Conditions; sellers should read the Seller Terms & Conditions.

At a Glance: Key Information for Customers

We want our terms to be as clear as a Cornish spring. Here are the most important things to know before you shop:

  • Who You Are Buying From: Cornwall Collective LTD "Cornwall Collective" is the official seller for every order placed on this site. While your items may be shipped directly by our independent partners, we are responsible for your order from payment to delivery.
  • Returns Window: You have 14 days from the date your order is delivered to request a return.
  • Where to Send Returns: Because our makers ship from their own workshops, returns must go back to them, not our head office. They will provide the correct return address and a label within 48 hours of your request being approved.
  • Delivery: If you order items from different makers, they will arrive in separate packages.
  • Refunds: We process your refund automatically as soon as the maker confirms they have received and restocked your returned item.

These terms apply to all purchases made on the Cornwall Collective website. Please read them carefully before placing an order. By using this site, you agree to be bound by these terms.

1. About Cornwall Collective

Cornwall Collective is a curated retail store based in Looe, Cornwall.

  • Contact: info@cornwallcollective.co.uk.
  • Legal Status: Cornwall Collective is the Merchant of Record for all transactions on this website. This means your contract for the purchase of goods is directly with us.
  • Fulfilment: To offer a wide range of Cornish products, we partner with independent makers ("Suppliers") who fulfil and ship orders directly from their workshops to you.

2. Eligibility and Contract Formation

  • Age: You must be at least 18 years old to place an order.
  • Order Acceptance: A contract is formed between you and Cornwall Collective once we process your payment and send an order confirmation email.
  • Cancellations: We reserve the right to cancel orders due to pricing errors, stock unavailability, or suspected fraudulent activity.

3. Pricing, Payment & Taxes

  • Currency: All prices are in GBP (£) and include VAT where applicable.
  • Duties: For deliveries outside the UK, you are responsible for any local customs duties or import taxes.
  • Payment: Payments are processed securely via our website.

4. Shipping and Multiple Packages

You can see our full Shipping & Delivery Policy here.

  • Multiple Shipments: Because we work with various independent partners, orders containing items from different makers will arrive in separate packages.
  • Delivery Times: Estimated shipping times are shown on product pages. While we aim for these to be accurate, they are indicative and not guaranteed.

5. Returns and Refunds

You can see our full Refunds Policy here.

Our returns process is governed by your statutory rights under the UK Consumer Contracts Regulations and our specific operational settings:

  • Return Window: You have 14 days from the date of delivery to request a return.
  • Condition: Items must be unused, in their original packaging, and in the same condition as received.
  • Return Address: Items must be returned directly to the Supplier's workshop. Do not send returns to our head office. Once your return is approved, our partner will provide the correct address and a shipping label within 48 hours.
  • Shipping Costs: Customers are responsible for return shipping costs for "change of mind" returns. We provide free returns for faulty or incorrect items.
  • Refund Processing: Refunds are issued to your original payment method once the Supplier confirms the item has been returned and restocked.

6. Non-Returnable Items

In accordance with UK law, the following items are exempt from the 14-day return right:

  • Perishable goods (e.g., food, flowers).
  • Personalised or custom-made items.
  • Sealed hygiene or personal care items (once opened).
  • Gift cards.

7. Faulty or Damaged Goods

Please inspect your order upon arrival. If an item is faulty or damaged, contact us at support@collectivesgroup.co.uk with your order number and photographs of the item and the packaging. We will arrange a replacement or full refund at no cost to you if approved.

8. Intellectual Property

  • Content: All branding, logos, and website design are the property of Cornwall Collective.
  • Product Imagery: Images and descriptions provided by our partners remain the property of the respective makers.

9. Liability

  • Merchant Responsibility: As the Merchant of Record, we are responsible for ensuring your order is fulfilled and for resolving any disputes regarding your purchase.
  • Limitations: We are not liable for any indirect losses or delays caused by events beyond our reasonable control (e.g., postal strikes or natural disasters).

10. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.