Terms of service
These terms of service set out the basis on which we supply products and services to you via www.jayneredmondbespoke.co.uk (the “Website”).
By placing an order on the Website you agree to be bound by these terms of service.
1. About us
The Website is operated by Jayne Redmond Bespoke (“we”, “us”, “our”).
- Trading name: Jayne Redmond Bespoke
- Legal owner: Jayne Redmond Bespoke Ltd
- Business address: 22 The Paddocks, Weybridge, KT13 9RL
- Email: info@jayneredmond.co.uk
- VAT number:
If you have any questions about these Terms or your order, please contact us using the details above.
2. Our products
2.1 We sell handmade ceramic products created in small batches in our Surrey studio, including:
- Ready-made ceramics
- Made-to-order and personalised ceramics (
- Gift cards
- Online workshops or events
2.2 Because each ceramic piece is handmade, minor variations in colour, design, size and finish are normal and part of the character of the work. Product photos and descriptions are a close representation but are not guaranteed to be identical to the piece you receive.
2.3 All products are subject to availability. We reserve the right to withdraw or change products at any time.
3. Ordering and contract formation
3.1 By placing an order on the Website you confirm that:
- You are at least 18 years old; and
- You are purchasing as a consumer and not for resale or business use.
3.2 When you place an order, you are making an offer to buy the products selected. We will send you an email acknowledging receipt of your order. This email does not mean your order has been accepted.
3.3 A binding contract is formed only when we email you to confirm that we have accepted your order (“Order Confirmation”). If we are unable to accept your order, we will inform you and will not charge you (or we will refund you in full if payment has already been taken).
3.4 We may refuse or cancel an order, for example where:
- The product is out of stock;
- There is an error in pricing or description;
- We reasonably suspect fraud or misuse; or
- We cannot deliver to your address.
4. Personalisation and bespoke orders
4.1 Many of our pieces are personalised or bespoke, for example where you provide:
- A name, initials, star sign or date; or
- Specific wording, colours or other custom instructions; or
- A request for a bespoke commission.
4.2 You are responsible for ensuring that all personalisation details provided (including spelling, dates and names) are accurate and complete at the time of order.
4.3 Once a personalised or bespoke order has been placed, we will usually start work promptly. Because of this:
- We may not be able to accept changes after the order is submitted; and
- If we do agree to changes, this may delay your order and/or incur additional charges.
4.4 Please note that under UK consumer law, personalised or bespoke items are generally exempt from the usual 14-day “cooling-off” cancellation rights for online purchases. As a result, we do not accept returns or cancellations for personalised or bespoke items if you change your mind or provided incorrect details, except where your statutory rights apply (see section 8).
5. Prices and payment
5.1 All prices on the Website are in pounds sterling (GBP) and include UK VAT (where applicable).
5.2 We may change prices at any time. The price you pay is the price displayed at checkout at the time you place your order.
5.3 We accept payment using the methods shown at checkout (for example, Visa, Mastercard, Apple Pay, Shop Pay and others offered by our payment provider). Payment is taken at the point of order.
5.4 If your payment is not authorised, your order will not be processed.
6. Shipping, delivery and risk
6.1 Delivery charges and options are shown at checkout and may vary by destination and order size.
6.2 Any delivery timeframes given (including Christmas cut-off dates) are estimates. We will make reasonable efforts to meet them but cannot guarantee delivery dates, especially for international shipments or during peak periods.
6.3 International orders: If you order for delivery outside the UK:
- You are responsible for any import duties, taxes or customs fees charged by the destination country; and
- We are not responsible for delays caused by customs or local postal services.
6.4 Risk in the products passes to you when they are delivered to the delivery address you provide. Title in the products passes only once we have received full payment.
6.5 You are responsible for providing a correct and complete delivery address. We are not liable for non-delivery where the address supplied is incorrect or incomplete.
7. Your legal rights
7.1 Nothing in these Terms excludes or limits your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (where applicable).
7.2 In summary, your key legal rights include that products:
- Must be of satisfactory quality;
- Must be fit for purpose; and
- Must be as described.
If they are not, you may be entitled to a repair, replacement or refund, depending on the circumstances and timing.
8. Change-of-mind cancellations and returns (online orders)
8.1 Non-personalised / non-bespoke products
8.1.1 If you are a consumer in the UK or EEA and you buy non-personalised, non-bespoke products from us online, you may have a legal right to cancel your order for any reason within 14 days of receiving the items.
8.1.2 To exercise this right, you must clearly tell us that you wish to cancel within 14 days of the day after you receive the products (or the last item in a multi-item order). Email is fine. These rights arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
8.1.3 After notifying us, you then have a further 14 days to return the products to us.
8.1.4 For change-of-mind cancellations:
- Products must be returned unused, unwashed and in resaleable condition, with reasonable care taken to protect them in transit.
- You are responsible for the cost of returning the products to us.
- We will refund the price you paid for the products, plus the standard delivery charge (if any). We do not refund any extra paid for upgraded or express delivery.
8.1.5 We may deduct from your refund any reduction in the value of the products caused by your handling them beyond what is necessary to check their nature, characteristics and functioning (for example, using them for a season then returning them).
8.2 Personalised and bespoke products
8.2.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day cancellation (“cooling-off”) right for online purchases does not apply to “goods that are made to the consumer’s specifications or are clearly personalised”.
8.2.2 Our personalised and bespoke pieces (including items with names, initials, dates, zodiac signs or other custom elements, and bespoke commissions) fall within this exception.
8.2.3 This means that, once we have accepted your order, we are not legally required to accept cancellations or returns of personalised or bespoke items if you change your mind or provided incorrect details. As a result, we do not normally accept returns or cancellations for these items for change-of-mind reasons.
8.2.4 This does not affect your legal rights where a personalised or bespoke item is faulty, damaged or not as described (see “Faulty or damaged items” below).
8.3 Gift cards
8.3.1 Our gift cards are digital and delivered by email with a unique code.
8.3.2 Gift cards:
- Are valid for 12 months from the date of purchase (the expiry date will be shown on the gift card email);
- Can be used as full or part payment for eligible products on our Website;
- Cannot be exchanged for cash (except where required by law).
8.3.3 Gift cards are normally non-refundable once issued, except where you have a legal right to a refund (for example, where consumer cancellation rights apply and the gift card has not been used). If you believe you have such a right, contact us promptly with your order details.
8.3.4 You are responsible for keeping your gift card code safe. We are not liable for lost, stolen or misused gift cards where we have acted in accordance with your instructions.
9. Faulty or damaged items
9.1 If any item arrives damaged or develops a fault within a reasonable time, please contact us as soon as possible at [email] with:
- Your order number;
- A description of the issue; and
- Clear photographs of the item and packaging (if damaged in transit).
9.2 Where an item is faulty, not as described or damaged in transit, you may be entitled to a:
- Replacement;
- Repair; or
- Refund,
depending on the circumstances and timing, in line with your statutory rights.
9.3 If we ask you to return a faulty or damaged item, we will either:
- Provide a pre-paid returns label; or
- Refund your reasonable return postage costs, provided you use an appropriate, tracked method.
9.4 These rights arise under the Consumer Rights Act 2015 and apply to all products we sell, including personalised and bespoke items.
10. Workshops and events (if offered)
10.1 From time to time, we may offer online workshops, classes or events (“Workshops”).
10.2 For Workshops held on a specific date or dates, UK law generally treats these as leisure services, which means the usual 14-day cooling-off period for online orders may not apply.
10.3 Our default position is:
- Tickets or bookings for dated Workshops are non-refundable for change of mind;
- If we cancel a Workshop, you will be offered either a full refund or a transfer to another date; and
- If you cannot attend, please contact us as early as possible. We may, at our discretion, allow a name change or transfer to a different date if places are available.
10.4 These terms do not affect any statutory rights you may have.
11. Intellectual property
11.1 All content on the Website, including text, images, logos, designs and product descriptions, is owned by or licensed to us and is protected by copyright and other intellectual property rights.
11.2 You must not reproduce, distribute, modify, or use any part of the Website or our designs for commercial purposes without our prior written consent.
11.3 Purchasing a product does not give you any right to reproduce or commercially exploit the designs or artwork featured on that product.
12. Liability
12.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breaching these Terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
12.2 We only supply products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
12.3 Nothing in these Terms limits or excludes our liability for:
- Death or personal injury caused by our negligence;
- Fraud or fraudulent misrepresentation; or
- Any other liability that cannot be limited or excluded under applicable law.
13. Force majeure
13.1 We will not be liable for any failure or delay in performing our obligations where that failure or delay is caused by events beyond our reasonable control, including (without limitation) strikes, transport interruptions, natural disasters, pandemics, or failures of telecommunications or hosting services.
14. Changes to these Terms
14.1 We may update these Terms from time to time, for example to reflect changes in our business or in the law.
14.2 The version of the Terms that applies to your order is the version in force at the time you placed the order. We recommend you print or save a copy of these Terms for your records.
15. Governing law and jurisdiction
15.1 These Terms and any disputes arising out of or in connection with them (including non-contractual disputes) are governed by the laws of England and Wales.
15.2 You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.
16. Contact and complaints
16.1 If you have any questions, concerns or complaints, please contact us in the first instance at [email] and we will do our best to resolve the issue.
16.2 If we are unable to resolve a dispute directly, you may have access to alternative dispute resolution (ADR) or online dispute resolution (ODR) schemes. Details are usually available from your local Trading Standards or Citizens Advice.