Returns & Cancellations

Last updated: 3 August 2026

At Sew Devine, we want you to be happy with your purchase. This page explains how cancellations, returns and refunds work for online, phone and mail-order purchases.

Nothing on this page affects your statutory rights.

1. Changing your mind about an online order

If you are a consumer buying from us online, by phone or by mail order, you usually have the right to cancel your order without giving a reason.

You can cancel your order from the time you place it until 14 days after the day you receive the goods.

If your order is delivered in separate parts, the 14-day cancellation period starts the day after you receive the final item.

To cancel your order, you must tell us clearly that you wish to cancel. You can do this by email, telephone, post, or by using the cancellation form at the bottom of this page.

2. If your order has not yet been dispatched

If you cancel before your order has been dispatched, we will cancel the order and refund any payment taken as soon as reasonably possible.

3. If your order has already been dispatched or delivered

If your order has already been dispatched or delivered, you must return the goods to us within 14 days of telling us that you wish to cancel.

Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the goods to us.

Please package returned goods carefully. We recommend using a tracked and insured delivery service, especially for sewing machines, overlockers, embroidery machines, cutting machines and other higher-value items.

Goods remain your responsibility until they are safely received by us.

4. Condition of returned goods

Returned goods should be complete and include all original accessories, manuals, cables, feet, tools, covers, software, packaging and any free gifts supplied with the order.

You are allowed to inspect the goods in the same way you would in a shop. However, if goods have been handled more than necessary and their value has been reduced, we may make a reasonable deduction from the refund to reflect the reduction in value.

Please take extra care when returning sewing machines, overlockers, embroidery machines, cutting machines and other larger or higher-value items, as these need to be packed securely for safe return.

5. Refunds for cancelled online orders

Where you cancel an online order within the cancellation period, we will refund the price paid for the goods.

If you paid for standard delivery, we will also refund the standard delivery cost. If you chose a more expensive delivery option, we only have to refund the standard delivery amount.

We may wait until we have received the goods back, or until you provide evidence that the goods have been sent back, before issuing the refund.

Refunds will normally be made using the same payment method used for the original purchase.

Refunds will be made within 14 days of us receiving the returned goods or receiving evidence that the goods have been sent back.

For delivery details, please see our Delivery Information page.

6. Items that cannot usually be returned for change of mind

Some items cannot usually be cancelled, returned or exchanged for change of mind unless they are faulty, damaged, incorrect or not as described.

This may include:

• items made to your specification;
• personalised or customised items;
• sealed software, embroidery design media, digital content or similar items once opened, downloaded, installed, registered or activated;
• gift cards or vouchers;
• fitted or used spare parts;
• sealed items that cannot be returned for hygiene or health protection reasons once unsealed;
• items that have been inseparably mixed with other goods after delivery.

This does not affect your statutory rights if the goods are faulty, damaged, incorrect or not as described.

7. Faulty, damaged, incorrect or not as described goods

We are under a legal duty to supply goods that are as described, fit for purpose and of satisfactory quality.

If you receive goods that are faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.

We may ask you to provide photographs, packaging details, serial numbers or other information to help us investigate the issue.

Where appropriate, we may ask you to return the item to us for inspection.

Where goods are confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in line with your legal rights. This may include repair, replacement, refund or another suitable remedy depending on the circumstances.

If the return is due to our error, or because the item is faulty, damaged, incorrect or not as described, we will cover reasonable return delivery costs.

8. Products damaged in transit

All goods are packed carefully before dispatch.

If your order arrives damaged, please tell us as soon as reasonably possible, preferably by email with photographs of the outer packaging, inner packaging and damaged item.

Please keep the original packaging while we investigate the issue, as this may be needed for the courier claim or return.

If a parcel appears badly damaged on delivery, please make a note of this with the courier where possible and contact us as soon as reasonably possible.

This does not affect your statutory rights.

9. In-store purchases

For items purchased in store, there is no automatic legal right to return an item simply because you have changed your mind.

This does not affect your rights where goods are faulty, damaged, incorrect or not as described.

If you have purchased an item in store and have a question about returning it, please contact us and we will do our best to help.

10. How to return an item

Before returning an item, please contact us so we can advise you on the correct return process.

When contacting us, please include:

• your order number;
• your full name;
• your contact details;
• the item you wish to return;
• whether you are cancelling because you have changed your mind, or because there is a fault, damage, missing item or other issue.

Please include a copy of your order details inside the parcel where possible.

11. Cancellation form

You may use the cancellation form below if you wish to cancel an online order, but you do not have to use it.

To use this form, you can copy and paste the wording into an email, complete the relevant details and send it to info@sewdevine.co.uk. Alternatively, you can print the form, complete it by hand and post it to us.

You can also cancel by sending us any clear statement by email, post or telephone telling us that you wish to cancel your order.

I/we hereby give notice that I/we cancel my/our contract for the sale of the following goods:

Order number:

Goods ordered:

Date ordered:

Date received:

Customer name:

Customer address:

Customer email address:

Customer telephone number:

Signature, if sent by post:

Date:

12. Contact us

If you have any questions about returns, cancellations or refunds, please contact us: