Overview
At Bottoms Up, we take pride in our handmade, customised drinkware. Each item is carefully crafted to order with your chosen design. Whilst we strive for perfection, we understand that sometimes things don't go as planned.

Customised Items
Please note:
- As our products are personalised and made to your specifications, they are exempt from the standard 14-day cooling-off period under UK Consumer Rights Act 2015
- We cannot accept returns on customised items unless they are faulty or not as described
- This includes all products with custom designs, names, or personalised elements

Faulty Items
If you receive a faulty item:
1. Contact us within 14 days of receipt via [contact email]
2. Provide clear photographs of the fault
3. Include your order number and description of the issue
4. We will assess the fault and respond within 2 working days
5. If confirmed faulty, we will offer:
- A replacement item
- A full refund including original postage costs

Non-Customised Items
For standard, non-customised items:
- 14-day return period from receipt of goods
- Items must be unused and in original packaging
- Customer is responsible for return postage costs
- Refund will be processed within 14 days of receiving returned item

Exceptions
Returns will not be accepted for:
- Items that have been used
- Damaged items due to improper use
- Personalised/customised items (unless faulty)
- Items with removed labels or packaging

Delivery Damages
If your item arrives damaged:
1. Take photographs of the damaged packaging and product
2. Contact us within 24 hours of delivery
3. Keep all original packaging for potential courier inspection
4. We will arrange replacement or refund

How to Return
1. Email us at hello@bottomsupbabe.co.uk with:
- Order number
- Reason for return
- Photographs (if applicable)
2. Wait for our return authorisation
3. Package item securely
4. Send to provided return address
5. Keep proof of postage

Refund Process
- Refunds will be issued to the original payment method
- Processing time: 5-10 working days
- Original postage costs refunded only for faulty items
- Return postage costs covered by customer unless item is faulty

Quality Guarantee
Whilst each item is handmade and may have slight variations:
- Colours may vary slightly from images shown
- Minor imperfections are characteristic of handmade items
- All items undergo quality checks before dispatch

Contact Us
For any returns queries, please contact us at hello@bottomsupbabe.co.uk
Response time: Within 2 working days