Refund policy
Personalised & Custom Items Refund Policy
1. No Returns for Change of Mind
As our products are bespoke, custom-made, or personalised specifically to your requirements, we cannot accept returns or offer refunds if you change your mind. Under the Consumer Contracts Regulations, these items are exempt from the standard 14-day "cooling-off" period.
As our products are bespoke, custom-made, or personalised specifically to your requirements, we cannot accept returns or offer refunds if you change your mind. Under the Consumer Contracts Regulations, these items are exempt from the standard 14-day "cooling-off" period.
This exemption also applies to customers in the European Union under the EU Consumer Rights Directive 2011/83/EU (Article 16(c)), which excludes goods made to the consumer's specifications from the 14-day right of withdrawal.
2. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you have a legal right to a refund, repair, or replacement.
If your item arrives faulty, damaged, or not as described, you have a legal right to a refund, repair, or replacement.
- Timeframe: Please report any issues within [Insert Time, e.g., 48 hours or 14 days] of receipt.
- Proof: We may require photographic evidence of the damage or fault before processing a resolution.
3. Customer Errors
We cannot offer refunds or replacements for errors made by the customer, including:
We cannot offer refunds or replacements for errors made by the customer, including:
- Spelling or grammatical mistakes in the personalisation details you provided.
- Incorrect size or colour choices made at the time of order.
- Design preferences after the item has already been created or approved.
4. Design Approval Process
For complex custom orders, we may send a design proof for your approval. Once you have formally approved a proof, no further changes can be made, and the order is considered final.
For complex custom orders, we may send a design proof for your approval. Once you have formally approved a proof, no further changes can be made, and the order is considered final.
5. How to Contact Us
To report an issue with your order, please email [Your Email Address] with your order number and details of the problem.
To report an issue with your order, please email [Your Email Address] with your order number and details of the problem.