Last updated: 29 September 2026
We want your first piece to be the start of something, not a worry. This policy explains our 60-day return guarantee, your legal rights, and what happens if something arrives damaged or doesn't work as it should.
Our 60-day return guarantee
Changed your mind? You have 60 days from the day your order arrives to send it back for a refund.
- FormCast+ casting powder and Pigment+: unopened, in the original sealed packaging. Once a bag or bottle is opened we can't resell it, so opened powder and pigment can only be returned if they are faulty (see below).
- Moulds and tools: unused, clean and in their original condition.
- Kits and sets: return the whole kit unused for a full refund. If you've opened part of a kit, we'll refund the unopened items at their individual prices, up to the amount you paid for the kit.
- Launch offer: if you return a 5 kg bag that came with a free 1 kg bag, please return the free bag unopened too. If it has been opened, we'll deduct its normal price (£19.99) from your refund.
For change-of-mind returns, return postage is paid by you. We recommend a tracked service and keeping your proof of postage.
This guarantee is in addition to your legal rights below. It does not replace or reduce them.
Your legal right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order within 14 days of receiving it, for any reason. To cancel, tell us clearly by email, then send the items back within 14 days of telling us.
- We'll refund you within 14 days of receiving the items back, or of receiving proof that you've sent them, whichever is sooner.
- If you cancel your whole order, we'll also refund the standard delivery charge you paid. If you chose a faster delivery option, we'll refund the cost of standard delivery.
- We may reduce a refund if an item has been handled more than was needed to check what it is and how it works, for example if casting powder has been mixed and used.
Faulty, damaged or incorrect items
Your rights under the Consumer Rights Act 2015 apply to everything we sell, opened or not. If an item is faulty, not as described, damaged in transit or not what you ordered:
- Email us with your order number and photos of the problem. Tell us as soon as you can; for transit damage, ideally within 7 days so we can raise it with the courier.
- Within 30 days of delivery you're entitled to a full refund. After that, we'll repair or replace the item, or refund you if that isn't possible.
- We cover the cost of returning faulty, damaged or incorrect items, and we may not need the item back at all.
If your first cast doesn't come out right
Casting takes a little practice, and most problems come from the mix ratio, air bubbles or demoulding too early. Email us a photo and tell us what you did, and we'll help you get it right. If we find the powder itself is at fault, we'll replace it or refund it.
How to return something
- Email support@handandform.com with your order number and the items you'd like to return.
- We'll reply with the return address and any instructions.
- Pack the items securely so they arrive in the condition they left you. Casting powder should stay sealed and dry.
Please don't send returns without contacting us first, so we can match your parcel to your order.
Refunds
- Refunds go back to your original payment method. We'll email you when it's been processed.
- Items bought with a discount are refunded at the price you paid.
- Apart from the legal 14-day cancellation rule above, original delivery charges are not refunded for change-of-mind returns.
- Gift cards can't be returned or refunded.
Exchanges and gifts
Want a different bag size, colour or mould? Email us and we'll arrange it. If you received an item as a gift, contact us with the order number and we'll offer an exchange or a gift card for its value.
Contact
Questions about a return: support@handandform.com. We aim to reply within two working days.
