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Terms & Conditions

1. Introduction

  1. Company
    In these terms, “we”, “our” and “Memory Bears by Papillon” refer to Papillon Embroidery Ltd.

  2. Customer
    “You” means any person purchasing from or using our website.

  3. Agreement
    By using our website or placing an order, you agree to these terms. If you do not accept them, please do not use memorybearsbypapillon.com or any product relating to Papillon Embroidery Ltd

2. Our Products – Keepsakes, Not Toys

  • All bears, cushions and other creations are handmade keepsakes from your own fabric and or our supplied fabric.

  • They are not toys, have not been safety‑tested, and should not be given to children as playthings.

  • Each keepsake will vary slightly; finished items may differ from website photographs.

3. Ordering & Payment

  1. Pricing
    ‒ All prices include VAT (where applicable).
    ‒ Postage and any upgrade costs are added at checkout.

  2. Payment
    ‒ Full payment is required at the time of order via credit/debit card or PayPal.
    ‒ Orders are not processed until payment clears.

  3. Deposits
    ‒ If we agree to a deposit, the balance must be paid before work begins.
    ‒ If you cancel after we receive your fabric, return postage costs will be deducted from any refund.

4. Sending Your Fabric

  • Preparation
    Send clean, laundered fabric in good condition—no washing by us.

  • Suitability
    We may refuse unsuitable items and offer replacements at our discretion.

  • Shipping
    You are responsible for postage costs to us. Use a tracked or insured service; we aren’t liable for loss or damage in transit.

5. Production & Delivery

  • Turnaround
    Our typical turnaround is stated on the website and may vary by demand. Estimated dates are not guaranteed.

  • Dispatch
    Keepsakes are sent by tracked courier; risk passes to you once dispatched.

6. Returns, Refunds & Cancellations

  1. Personalised Items
    These cannot be returned or refunded unless faulty or not as described.

  2. Faulty Items
    Contact us within 28 days of receipt. We will repair or replace faulty keepsakes once returned.

  3. Statutory Right to Cancel
    For non‑personalised items (e.g. gift vouchers), you have 14 days from order date to cancel under the Consumer Contracts Regulations. To exercise this right, email us before sending your fabric. You must bear return postage costs.

  4. Changes & Modifications
    If you dislike the keepsake’s appearance but it isn’t faulty, we may agree to alterations for a fee; return postage is your responsibility.

7. Risk of Loss & Liability

  • Your Fabric
    All items you send are at your own risk. We recommend insured postage.

  • Finished Keepsakes
    We take care in production but are not liable for misuse, including treating keepsakes as toys.

  • Liability Limit
    Nothing limits liability for death or personal injury caused by our negligence, fraud or any liability that cannot be excluded by law. We are not liable for any indirect or consequential loss.

8. Intellectual Property

  • All content on memorybearsbypapillon.com (text, images, design) is owned by Papillon Creations and protected by copyright.

  • You may view and print materials for personal use only. Reproduction or distribution requires our written permission.

9. Privacy & Cookies

  • We collect only the personal data needed to process orders. See our Privacy Policy for details.

  • Our website uses cookies to enhance user experience; continued use constitutes acceptance of our Cookie Policy.

10. Governing Law

  • These terms are governed by the laws of England and Wales.

  • Any dispute arising in connection with these terms shall fall under the exclusive jurisdiction of the English courts.

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