Refund policy
Returns & Refund Policy
- Returns and your right to cancel the contract
No right to cancel personalised products
7.1 Personalised Products are made to your specifications and you do not have a legal right to cancel once production beings, in accordance with Regulation 28(1)(b) of the UK Consumer Contract Regulations 2013. We cannot accept returns of personalised Products unless they are defective or not as described.
Returning your product because you have changed your mind
7.2 If you wish to return a non-personalised Product, you have 14 days from receipt of the Product to return it to us. You will be responsible for the cost of returning the Products, which will be deducted from your refund. Products must be returned to us in an unused, re-saleable condition and in the original packaging. This clause does not affect any statutory rights to cancel your contract, as referred to in clause 7.4 below.
Returning a product because it is faulty or mis-describe
7.3 We are under a legal duty to supply products that are in conformity with the contract and these Terms. If you consider that any product we have supplied is faulty or mis-described, please notify us via our returns process. We may ask you to provide photos of the product. You should return such Products to us in accordance with our reasonable instructions, and if the Products are faulty or mis-described we will give you a refund for such Products.
Your right to cancel your contract – UK and EU customers only
7.4 If you are a consumer and reside in the UK or the EU, you have a legal right to cancel your contract if you change your mind within 14 days after you receive the Products. However, this right does not apply to Products which are personalised. To cancel your contract, you need to let us know that you have decided to cancel your contract, and provide your name, address, details of the order you wish to cancel, and your email address. You can contact us using the contact details set out in clause 14 below.
7.5 If you have notified us that you wish to cancel your contract in accordance with clause 7.4 above, you will then need to return the Products to us within 14 days of notifying us you wish to end the contract. You will have to bear the cost of returning the Products to us, the cost of which will be deducted from your refund. Products should be returned in an unused, re-saleable condition and in the original packaging.
7.6 Where you have cancelled your contract in accordance with the procedure above, we will refund the price you paid for the Products, by the payment method used to pay for the Products, within 14 days after the Products are returned. This will include the cost you paid for the delivery of the Products (if applicable), save that the maximum refund for delivery costs will be the least expensive delivery method we offer to your delivery destination. However, please note that we may reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which is beyond reasonable in a retail store.
7.7 For UK-based customers, advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office or for non-UK based customers, an equivalent consumer protection organisation in your jurisdiction.