Return Policy
Last updated 11 August 2026
This policy covers items bought from the OopStay online shop for UK delivery. It sits alongside your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 — it never takes them away.
1. Your 14-day right to change your mind
For most DIY kits you can cancel and return an unused, unopened item within 14 days of receiving it, for any reason. Tell us within 14 days of delivery, then send the item back within 14 days of telling us.
2. How to start a return
Email oopstay25@gmail.com with your order number and the item(s) you’d like to return. We’ll confirm the return address and next steps. Please don’t send anything back before you hear from us.
3. Condition & return postage
- Items must come back unused and in their original, unopened packaging, with any charms, gel and parts included.
- You’re responsible for return postage unless the item is faulty or we sent the wrong thing. We recommend a tracked service — the parcel is your responsibility until it reaches us.
- Any optional cream gel + charms add-on is returned together with its kit.
4. What can’t be returned
For hygiene and safety we can’t accept returns of kits once the gel or charm packs have been opened or used, or of personalised / made-to-order pieces, unless they’re faulty. This doesn’t affect your rights if an item is faulty or not as described.
5. Damaged or faulty items
If something arrives damaged, incomplete or faulty, email us within 48 hours of delivery with a photo and your order number and we’ll arrange a replacement or full refund, including any postage you paid.
6. In-café purchases
Painted pottery and personalised pieces made in the café can’t be returned or exchanged once decorated, unless faulty.
7. Refunds
Once we receive and check your return we’ll refund you as set out in our Refund Policy.
8. Contact
Questions about a return? Email oopstay25@gmail.com or write to OopStay Art Café Ltd, 1st Floor, 59–61 Faulkner Street, Manchester, M1 4FF.