Terms & Conditions for Hedge & Hollow

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Last updated: 19 November 2025

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Hello! These are the terms and conditions for Hedge & Hollow. By using my website or buying from me, you're agreeing to these terms.
 

I know legal documents can be a bit dry, but I've tried to keep this as clear and straightforward as possible. If anything's unclear, just get in touch.
 

1. ABOUT ME AND THESE TERMS
 

Who I am:

Hedge & Hollow (formerly The Paper Nest) is a sole trader business run by Abby Conway, based in Stroud, Gloucestershire, United Kingdom.
 

Contact: abby.conway@me.com

Website: www.hedgeandhollow.com
 

What these terms cover:
 

These terms explain:

• How you can use my website

• The process for buying my products

• Your rights and my responsibilities

• What happens if there's a problem

Other documents you should read:
 

• My Privacy Notice - explains how I handle your personal information

• My Shop Policies - covers returns, delivery, and refunds in more detail
   

These terms apply whether you buy from me through my website, on Etsy, at craft fairs, or any other way.
 

2. USING MY WEBSITE
 

You can:

• Browse and look at my products

• Make purchases

• Contact me with questions
   

You can't:

• Copy, reproduce, or steal my product designs, photos, or content

• Use my website for anything illegal or harmful

• Try to hack, damage, or interfere with my website

• Scrape or automatically collect data from my site

• Pretend to be me or represent Hedge & Hollow without permission
   

My content:

All the designs, photographs, text, and other content on my website belong to me (or I have permission to use them). They're protected by copyright and other intellectual property laws. Please don't copy or use them without asking first.

If you'd like to share my work on social media or your blog, that's lovely - just please credit me and link back to my website or Etsy shop.
 

Website availability:

I do my best to keep my website running smoothly, but I can't guarantee it will always be available. Sometimes there might be technical issues, maintenance, or updates. I won't be liable for any loss or inconvenience if the website is temporarily unavailable.
 

3. PRODUCT INFORMATION AND PRICING
 

Product descriptions:

I try to make sure all product descriptions, measurements, and photos are as accurate as possible. However:

• Colours may vary slightly depending on your screen

• Each piece is hand finished, so there may be very slight variations between items

• Product photos are for illustration - your item may differ very slightly
   

Pricing:

All prices are in British Pounds (£) and include VAT where applicable.
 

I reserve the right to change prices at any time, but this won't affect orders you've already placed.
 

If I've made a genuine pricing error (for example, accidentally listing something at £5 instead of £50), I'll contact you to let you know. You can then choose to either pay the correct price or cancel the order for a full refund.
 

Availability:

All products are subject to availability. Most items are available in limited quantities or made to order. If something you've ordered isn't available, I'll let you know as soon as possible and offer you a full refund or an alternative if available.
 

4. ORDERING AND PAYMENT
 

How to order:

You can order through:

• My Etsy shop

• In person at craft fairs

• By contacting me directly via email
   

When a contract is formed:

When you place an order, you're making an offer to buy. I'll send you an order confirmation, but this doesn't mean I've accepted your order yet. A contract is formed when I accept your payment and either dispatch your item or, for custom orders, when I confirm I can make it for you.
 

I reserve the right to refuse an order in rare circumstances (for example, if I suspect fraud or can't fulfil the order).
 

Payment:

Depending on how you order, payment is processed by:
 

• Etsy Payments (Etsy orders)

• Cash or card (in-person sales)

Payment must be received in full before I dispatch your order. All payment transactions are secure and I don't see or store your full card details.
 

Custom and personalised orders:
 

If you request something custom or personalised, I'll discuss the details with you and give you a price. Once you've paid and I've started work, custom orders can't be cancelled (but if I make a mistake, I'll put it right at no cost to you).
 

5. DELIVERY AND RISK
 

Delivery:

I'll deliver your order to the address you provide. Please make sure it's correct.
 

Delivery timeframes:
 

• Standard UK delivery: Usually 3-5 working days to dispatch, then 2-3 days with Royal Mail

• Custom orders: I'll give you an estimated timeframe when you order

• International delivery: Typically 7-21 days (you may have to pay customs charges in your country)

If your order doesn't arrive within a reasonable time, please contact me and I'll investigate.
 

When risk passes to you:

The item is your responsibility once it's delivered to your address (or when you collect it in person). Until then, it's my responsibility.
 

If something gets lost or damaged in the post, I'll either send a replacement or give you a full refund.
 

6. YOUR RIGHTS - RETURNS, REFUNDS, AND CANCELLATIONS

You have important legal rights under UK consumer law, and nothing in these terms affects those rights.
 

14-day cooling-off period (Distance Selling Regulations):

If you buy online, you have 14 days from receiving your item to change your mind and return it for a full refund - no reason needed. You'll need to pay return postage (unless the item is faulty).
 

To cancel, just email me within 14 days of receiving your order.
 

30-day right to reject (Consumer Rights Act 2015):

If your item is faulty, damaged, or not as described, you have 30 days to reject it for a full refund.
 

Exceptions:

The 14-day cooling-off period doesn't apply to:
 

• Custom or personalised items made to your specifications (but you're still covered if they're faulty or not as described)
   

How to return something:

1. Email me at abby.conway@me.com within the relevant timeframe

2. I'll give you my return address

3. Post it back carefully (keep your proof of postage)

4. I'll refund you within 14 days of receiving the return
 

Refund method:

I'll refund you using the same payment method you used to pay, unless you specifically ask for something different.

For more details, see my Shop Policies.
 

7. FAULTY OR DAMAGED ITEMS

If something arrives damaged or isn't right, please contact me straight away (with photos please) and I'll:
 

• Send you a replacement, or

• Give you a full refund

You won't need to return damaged items unless I specifically ask you to.
 

If a fault becomes apparent after you've had the item for a while (within the first 6 months), I'll still help - just get in touch.
 

8. WHAT I'M RESPONSIBLE FOR (AND WHAT I'M NOT)

I'm responsible for:

• Providing products that match their description

• Using reasonable care and skill in making my products

• Replacing or refunding faulty items
   

I'm not responsible for:

• Problems caused by you not following care instructions

• Normal wear and tear

• Damage caused by accidents or misuse after delivery

• Loss or damage if you give me the wrong delivery address
   

Limitation of liability:

Nothing in these terms limits my liability for:
 

• Death or personal injury caused by my negligence

• Fraud

• Anything else that can't be limited by law
   

However, because I'm selling handmade decorative items (not safety equipment!), I'm not liable for:
 

• Any indirect losses (like loss of profits or opportunity)

• Any losses that aren't a foreseeable result of me breaking these terms
   

My total liability for any claim is limited to the amount you paid for the item in question.
 

Product safety:

My products can have some sharp edges and are not suitable for children. Garden spikes should be securely placed and wall art attached safely by you. The Corten steel will rust when exposed to the elements. Please use common sense and keep decorative items away from very young children. Care information is provided with your purchase.
 

9. INTELLECTUAL PROPERTY
 

My designs:

All my product designs, patterns, artwork, and photographs are my intellectual property (or used with permission). They're protected by copyright.
 

You can't:
 

• Copy or reproduce my designs for commercial use

• Claim my work as your own

• Reverse-engineer my products to make copies
   

When you buy something from me:

You own that physical item, but you don't own the design rights. For example, if you buy a brass fox ornament, you own that ornament but you can't make and sell copies of the design.
 

If you'd like to use my images for non-commercial purposes (like sharing on social media), please credit Hedge & Hollow and link back to my website or Etsy shop.
 

10. PRIVACY AND YOUR INFORMATION

How I collect, use, and protect your personal information is explained in my Privacy Notice.
 

In brief: I only collect information necessary to fulfil your order and run my business. I keep it secure, I don't sell it to anyone, and I respect your rights under UK data protection law.
 

11. COMPLAINTS AND DISPUTES

How to complain:

If you're unhappy about something, please contact me at abby.conway@me.com. I'm a small business and I genuinely care about making things right. Most problems have simple solutions.
 

If we can't resolve it:

If we can't sort out a problem between us, you can use the Online Dispute Resolution platform provided by the European Commission: https://ec.europa.eu/consumers/odr
 

You can also contact your local Citizens Advice or Trading Standards office.
 

Consumer protection:

Your consumer rights are protected by UK law. You can get free advice from Citizens Advice: https://www.citizensadvice.org.uk
 

12. GENERAL LEGAL BITS

Entire agreement:

These terms, together with my Privacy Notice and Shop Policies, make up the whole agreement between us.

If part of these terms is invalid:

If any part of these terms is found to be unenforceable, the rest still applies.
 

I can update these terms:

I may update these terms from time to time (for example, if I add new products or if the law changes). I'll update the 'Last updated' date at the top. The version that applies to your order is the one that was active when you placed it.
 

No waiver:

If I don't enforce any of these terms at a particular time, that doesn't mean I'm giving up my right to enforce them later.
 

Your personal circumstances:

These terms apply to everyone, but they don't affect your legal rights if you're buying as a consumer. If you're buying for business purposes, some of your consumer rights might not apply.
 

Assignment:

You can't transfer your rights or obligations under these terms to anyone else. I can transfer mine to someone else (for example, if I sell my business), but your rights won't be affected.
 

Third parties:

Only you and I have rights under these terms. No one else can enforce them.
 

13. WHICH LAWS APPLY

These terms are governed by English law, and any disputes will be handled by the courts of England and Wales.

If you're a consumer in Scotland or Northern Ireland, you can also bring proceedings in Scottish or Northern Irish courts.

If you're buying from outside the UK, these terms are still governed by English law, but this doesn't affect any mandatory consumer protection rights in your country.
 

14. CONTACT ME

If you have any questions about these terms, please get in touch:
 

Email: abby.conway@me.com

Address: Hedge & Hollow, Stroud, Gloucestershire
 

I'm always happy to help and answer questions.

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Thank you for supporting an independent maker and for taking the time to read these terms.
 

I genuinely appreciate your business!

 

Abby

Hedge & Hollow