General Products Terms & Conditions

Last updated: May 2026

In addition to our General Website Terms & Conditions, These General Products Terms & Conditions apply to products purchased directly from Jayne Phidd through the website jaynephidd.co.uk.

They apply to:

1. original and handmade art products;
2. handmade textile and embroidery products;
3. art and textile-related products;
4. SEND and educational resource books created by Jayne Phidd; and
5. any other physical products offered for sale through the website.

Please read these Terms & Conditions carefully before placing an order. By placing an order through the website, you acknowledge that you have read and understood these Terms & Conditions.

These Terms & Conditions do not affect your statutory rights as a consumer.

1. About the Seller

The products available through this website are supplied by:

Jayne Phidd

Website: jaynephidd.co.uk

Email: info@jaynephidd.co.uk

Where required, further contact information will be provided on the website or at the point of purchase.

For the purposes of these Terms & Conditions, "I", "me", "my" and "Jayne Phidd" refer to the seller, and "you" and "customer" refer to the person placing an order.

2. Products

I create and sell a range of physical products, including handmade art, textiles, embroidery and SEND-related resource books.

2.1 Handmade art and textile products

My art and textile products are individually made by me. Because these products are handmade, there may be small variations in appearance, texture, stitching, colour, positioning or finish.

Where appropriate, photographs and descriptions are provided to give an accurate representation of the product. However, colours may appear slightly different depending on the customer's screen, device or display settings.

Minor variations that are a natural result of handmade production will not necessarily constitute a fault.

2.2 Resource books

Some of my resource books are created by me but printed and distributed through Amazon/KDP (Kindle Direct Publishing).

Where a book is purchased directly from me through my website, I am responsible for supplying the physical book to you and arranging its delivery.

Where a book is purchased directly through Amazon, the purchase is made under Amazon's own terms and conditions and the order is fulfilled through Amazon.

If you purchase a book through Amazon, any return, refund or delivery enquiry relating to that Amazon order should normally be made through Amazon.

3. Product Descriptions

I make reasonable efforts to ensure that product descriptions, photographs, dimensions, colours and other information displayed on my website are accurate.

If a product has particular characteristics, limitations or handmade variations, these will be described where relevant.

Nothing in these Terms & Conditions removes your legal rights where a product is not as described, is faulty, is not of satisfactory quality or is not fit for purpose.

4. Product Availability

All products are subject to availability.

Because some products are handmade in small quantities, an item may become unavailable without notice.

If I am unable to fulfil an order that you have placed and paid for, I will contact you and arrange an appropriate refund where necessary.

5. Prices

All product prices are displayed on the website at the time of purchase.

I reserve the right to change prices at any time. A price change will not affect an order that has already been accepted and paid for.

Any applicable delivery charges will be displayed before you complete your purchase.

6. Ordering and Payment

When you place an order through my website, you are making an offer to purchase the selected product.

Your order will be acknowledged once it has been received.

Payment must be successfully completed before an order can be processed, unless another payment arrangement has been expressly agreed with you.

I reserve the right to decline or cancel an order where there is a genuine reason to do so, including where a product is unavailable or there has been an obvious error in the product description or price.

If I cancel an order after payment has been made, you will receive a refund for the amount paid.

7. Delivery

Products purchased directly from my website are normally sent using Royal Mail.

Delivery times will depend on the product, availability and the Royal Mail service used.

Where a product is made to order, the estimated preparation time will be stated on the product page or communicated to you before purchase where appropriate.

I will make reasonable efforts to dispatch orders within the stated timeframe.

Once your order has been dispatched, you may receive delivery information or tracking details where the selected Royal Mail service provides tracking.

I am responsible for the goods until they come into your physical possession, subject to applicable consumer law.

If your order does not arrive within the expected delivery period, please contact me so that I can investigate the matter.

8. Inspecting Your Order

I recommend that you inspect your order as soon as reasonably possible after delivery.

If your item appears to have been damaged during delivery, please contact me as soon as possible and, where possible, provide photographs of:

1. the product;
2. the packaging;
3. any visible damage; and
4. the delivery label.

This will help me investigate the matter and, where appropriate, raise the issue with Royal Mail.

Please do not dispose of damaged packaging until I have advised you whether it is required for an investigation.

9. Your Right to Cancel an Online Order

When you purchase physical goods online, you will generally have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to applicable exceptions.

If you wish to cancel your order, you should notify me within the applicable cancellation period.

After notifying me that you wish to cancel, you normally have a further 14 days to return the goods.

This cancellation right is separate from your legal rights relating to faulty, damaged or incorrectly supplied goods.

10. Returning Items Because You Have Changed Your Mind

If you are exercising your statutory cancellation right because you have changed your mind, the item should be returned to me without undue delay and in a condition that allows me to assess it.

You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you would be able to inspect them in a shop.

If an item has been handled beyond what is reasonably necessary and its value has been diminished as a result, I may be entitled to make an appropriate deduction from the refund, in accordance with applicable law.

For example, a deduction may be considered where an item has been:

1. worn or used beyond reasonable inspection;
2. stained or soiled;
3. marked;
4. damaged;
5. washed or altered;
6. torn;
7. stretched;
8. contaminated by food, liquids, cosmetics, smoke, pet hair or other substances; or
9. otherwise returned in a condition that has reduced its value.

Any deduction will be considered based on the actual condition of the returned item and applicable consumer law.

I will not make deductions simply because an item has been opened where opening the packaging was reasonably necessary to inspect the product.

11. Opened Books and Other Products

Opening packaging does not automatically remove your statutory cancellation rights.

Where a book or other product has been opened, I will consider whether the customer has handled the product only as much as reasonably necessary to inspect it.

A book that has simply been removed from its packaging and inspected may still qualify for a cancellation return.

However, where a book has been written in, marked, torn, stained, damaged or otherwise used beyond reasonable inspection, the value of the product may have been diminished and an appropriate deduction may apply where permitted by law.

Where a product is supplied sealed and falls within a specific legal exception relating to health protection or hygiene, the cancellation right may be lost once the seal is broken. This will only apply where the legal requirements for that exception are met.

12. Soiled or Damaged Returns

Customers are responsible for taking reasonable care of products while they are in their possession.

If a product is returned because the customer has changed their mind and the product has been soiled, stained, marked or damaged after delivery, I may make an appropriate deduction from the refund where permitted by law.

I will consider the condition of the product when it is returned and the extent to which any damage or deterioration has reduced its value.

This does not affect your statutory rights where the product was already faulty, damaged or otherwise not in conformity with the contract when supplied.

13. Faulty, Damaged or Incorrect Products

If you receive an item that is:

1. faulty;
2. damaged before or during delivery;
3. materially different from its description;
4. incorrect; or
5. not of satisfactory quality or fit for its intended purpose,

please contact me as soon as reasonably possible.

I will assess the issue and provide the appropriate remedy in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

You should not be disadvantaged for returning an item because it is faulty or was supplied incorrectly.

14. Damage Caused After Delivery

I am not responsible for damage caused to a product after it has been delivered where the damage results from misuse, neglect, accidental damage, improper storage, washing, cleaning, alterations or failure to follow any care instructions supplied with the product.

This does not affect your statutory rights in relation to faults that were present when the goods were supplied.

15. Handmade and Textile Products – Care

Where appropriate, care instructions will be provided with handmade textile products.

Customers are responsible for following any care instructions supplied with the product.

Particular care should be taken with handmade, embroidered, printed or embellished items, as inappropriate washing, cleaning, ironing, stretching or storage may damage the product.

Where no specific care instructions are provided, customers should contact me before using a cleaning method that may reasonably affect the product.

16. Returns Procedure

If you wish to return a product purchased directly from my website, please contact me first at:

info@jaynephidd.co.uk

Please provide:

1. your name;
2. order number;
3. the product you wish to return;
4. the reason for the return, where applicable; and
5. photographs if the product is faulty or damaged.

I will provide return instructions where a return is required.

Please do not send a return to an address other than the return address provided by me.

Customers exercising a change-of-mind cancellation right will normally be responsible for the direct cost of returning the goods, unless the law requires otherwise or I have agreed to cover the cost.

Where an item is faulty, damaged or incorrectly supplied, I will discuss the appropriate return arrangements with you.

17. Packaging Returned Products

Customers are responsible for packaging returned products appropriately so that they are protected during return delivery.

Where reasonably possible, products should be returned in their original packaging.

If the original packaging is unavailable, suitable alternative packaging should be used to protect the product.

This does not affect your statutory rights.

18. Refunds

Where a refund is due, I will process it in accordance with applicable consumer law.

For a valid cancellation under the statutory 14-day cancellation provisions, refunds will normally be made within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been returned.

The refund will normally be made using the original payment method.

Where a customer selected a more expensive delivery option than the standard delivery option offered, I am generally only required to refund the cost of the standard delivery option.

Where a deduction is legally permitted because the value of the goods has been diminished through handling beyond what was reasonably necessary to inspect them, the appropriate deduction may be made.

19. Products That Are Customised or Made to Order

Some products may be made specifically to a customer's requirements.

Where a product is personalised, customised or made specifically for you, your statutory cancellation rights may differ from those applying to standard products.

Before purchasing a customised or personalised product, the relevant cancellation and returns information will be clearly explained to you.

Your legal rights relating to faulty or incorrectly supplied goods remain unaffected.

20. Books Purchased Through Amazon

Some resource books created by Jayne Phidd are available for purchase through Amazon.

Where you purchase a book directly from Amazon, your purchase is made through Amazon and the relevant Amazon terms, order process and returns procedures will apply.

I am not responsible for processing an Amazon order, Amazon delivery, Amazon payment or an Amazon return.

If you experience a problem with a book purchased through Amazon, you may contact Amazon through the order from which the book was purchased.

If the issue concerns the content or creation of the book itself, you may also contact me using the contact details provided on my website.

21. Copyright and Intellectual Property

All artwork, illustrations, designs, photographs, written content and original resource materials created by Jayne Phidd remain the intellectual property of Jayne Phidd unless otherwise stated.

Purchasing a physical product does not transfer copyright or other intellectual property rights to the customer.

Customers must not reproduce, copy, scan, photograph for commercial reproduction, modify for resale, distribute or commercially exploit my artwork, designs or resource materials without my prior written permission.

22. Personal Use of Resource Books

Resource books purchased from me or through Amazon are intended for the personal, educational or support use described in the relevant product information.

Purchasing a physical copy does not give the purchaser permission to reproduce or redistribute the contents.

If you wish to reproduce any part of a resource for an organisation, class, group or commercial purpose, please contact me to discuss whether permission can be granted.

23. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

I am not responsible for loss or damage arising from misuse of a product, failure to follow supplied instructions or care guidance, or alterations made to a product after delivery.

Nothing in these Terms & Conditions affects your statutory consumer rights.

24. Complaints

I aim to provide good-quality products and customer service.

If you are unhappy with an order or have a complaint, please contact me at:

info@jaynephidd.co.uk

Please provide your order number and details of the issue so that I can investigate and respond appropriately.

I will aim to resolve complaints fairly and as promptly as reasonably possible.

25. Privacy and Personal Data

Personal information provided when placing an order will be handled in accordance with my General Privacy Policy, which is available on my website.

The Privacy Policy explains how personal information is collected, used, stored and protected.

26. Changes to These Terms & Conditions

I may update these Terms & Conditions from time to time to reflect changes to my products, services, business practices or legal requirements.

The version in force at the time an order is placed will apply to that order, unless a change is required by law.

27. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Nothing in these Terms & Conditions affects any mandatory consumer rights that apply to you under applicable law.

28. Contact

If you have any questions regarding these Terms & Conditions, an order, a return or a product, please contact:

Jayne Phidd

Website: jaynephidd.co.uk

Email: info@jaynephidd.co.uk

Important: These Terms & Conditions are intended to provide general information about my products, ordering and returns. They do not remove or restrict any statutory rights that customers have under applicable consumer law.