Last updated: November 4, 2026

We want you to love your Clever Poppy kit. If something isn't right, here's how we'll make it right. This policy is part of our Terms of Service, and it does not limit any rights you have under consumer law.

1. Changed your mind? 30-day returns

• You can return any item within 30 days of delivery for a refund, as long as it is unused, unopened where sealed, and in its original packaging, with proof of purchase. Kits whose contents have been used (for example, threads cut or fabric stitched) can't be returned for a change of mind.
• Bundles must be returned complete. Sale items can be returned on the same terms.
• Return shipping is paid by you, and original shipping costs are not refunded (except as explained in Section 3). We recommend a tracked service, as we can't refund parcels that don't reach us.
• How to start a return: email help@cleverpoppy.com with your order number and the items you want to return. We'll reply with the return address and instructions. Please don't send items back without contacting us first, as we have several warehouses and parcels sent to the wrong one can be lost.
• Free gifts: you don't need to return a free gift-with-purchase, and we won't deduct its value from your refund.

2. Faulty, damaged or wrong items

• Please check your order when it arrives. If anything is faulty, damaged, missing or not what you ordered, email help@cleverpoppy.com with your order number and a photo of the problem.
• We'll fix it at no cost to you, with a replacement, a missing part, or a refund (including shipping costs), as appropriate. We may ask you to return the item; if so, we'll pay for the return.
• Please tell us as soon as you can, ideally within 30 days of delivery. But if you report a fault later, your legal rights below still apply.

3. Your legal rights

These rights are in addition to our 30-day returns, and nothing in this policy limits them.

• 14-day cancellation right (UK and EU): you can cancel your order for any reason within 14 days of the day you (or someone you name) receive the goods. Tell us by emailing help@cleverpoppy.com with a clear statement that you want to cancel (you may use the model cancellation form below, but you don't have to). Then send the goods back within 14 days of telling us. We'll refund the price and the original standard delivery cost within 14 days of receiving the goods back (or proof you sent them). You pay the cost of returning the goods. We may reduce the refund if the goods were handled more than needed to check them (for example, if a kit has been used).
• Faulty goods (UK and EU): under the UK Consumer Rights Act 2015 and EU consumer law, goods must be of satisfactory quality, fit for purpose and as described. You may be entitled to a repair, replacement, price reduction or refund.
• Switzerland: Swiss law doesn't give a general right to cancel online orders, but our 30-day returns in Section 1 apply to you, and you have rights for faulty goods under the Swiss Code of Obligations.

Model cancellation form (UK/EU): To Clever Poppy Ltd, 28 Silkwood Lane, Kerikeri 0230, New Zealand, help@cleverpoppy.com: I hereby give notice that I cancel my contract of sale of the following goods: [items], ordered on [date] / received on [date], order number [number], name, address, signature (if on paper), date.

4. Refunds

Once your return arrives and we've checked it, we'll email you to let you know. Approved refunds go back to your original payment method within 10 business days (14 days for UK and EU cancellations). Your bank or card provider may take a few more days to show it.

5. Video tutorials and digital content

The step-by-step video tutorials that come with your kit are part of the kit. If you return a kit, access to its tutorials may end. If a tutorial isn't working, let us know and we'll fix it or give you another way to watch it.

6. Questions

Email help@cleverpoppy.com. We're happy to help.