PRIVACY POLICY

Returns & Refunds Policy for Non Personalised Items

1. Overview
We aim to ensure every customer is happy with their purchase. This policy explains your statutory rights under UK law and how returns and refunds are handled at [Your Shop Name].

2. Change of Mind / Cancellation (Distance Selling)
- You have the right to cancel your order within 14 days of receiving the goods.
- After notifying us, you have a further 14 days to return the goods.
- Goods must be unused, in original condition, with all original packaging, labels and tags.
- Return postage for change-of-mind returns is the customer’s responsibility (unless otherwise agreed).
- Refunds (including original standard delivery cost) will be issued within 14 days of us receiving the returned items (or proof of postage).

3. Faulty, Damaged or Misdescribed Items
- If goods are faulty, damaged or not as described you must let us know as soon as possible.
- You can reject items within 30 days of receipt for a full refund.
- Alternatively, within 6 months of purchase, you may request a repair or replacement. If repair/replacement fails, a refund will be provided.
- If a fault appears after 6 months, we will consider your claim — you may need to prove the fault was present at the time of delivery.
- For returns due to fault, we will cover postage costs. Refunds will be issued to the original payment method.

4. How to Return Goods
To return goods, please contact us via website chat with your order number and whether you wish to cancel (change of mind) or report a fault.
Returns must be sent to: the address on your parcel
Please ensure items are securely packaged — you are responsible for the goods until they reach us.
Once we receive the return (or proof of return postage), we will process your refund within 14 days.

5. Items Excluded from Change-of-Mind Returns
For hygiene, custom or safety reasons — e.g. personalised items, handmade-to-order pieces, perishable goods — we do not accept returns for change of mind.
If such an item is faulty or not as described, you still have full legal rights to a refund, repair or replacement.

6. Contact & Proof of Purchase
Please retain your proof of purchase (order confirmation or receipt). We may request this to process a return or refund.
If someone else purchased on your behalf, we can only accept returns from the original buyer.

7. Amendments
We may update this policy from time to time. Any changes will apply only to new orders placed after the revised policy is published.

Returns & Refund Policy – Personalised Items

Under the UK Consumer Contracts Regulations 2013, personalised or made-to-order items are exempt from standard 14-day change-of-mind returns, as the item is custom-made specifically for you and cannot be resold.

This includes (but is not limited to):

Items featuring a name, date or specific wording
Custom colour, size or design chosen by the customer
Items created using customer-supplied artwork, photographs, or text
Any product produced to personal specifications or request

Therefore:

✔ If your personalised order has been processed, created or delivered, we are not legally required to accept cancellations or returns unless the item is faulty.
✘ We cannot accept return requests where the customer has simply changed their mind, entered incorrect personalisation, or no longer wants the item.

Thank you for shopping with us. All of our personalised products are made to order with care and crafted specifically to your request.
This policy outlines your rights and our responsibilities regarding returns, refunds and cancellations for custo

Returns & Refund Policy – Personalised Items

1. Personalised & Custom-Made Products

Because personalised items are created uniquely for you, they are not eligible for return or refund if you change your mind, order the wrong size/colour, enter text incorrectly, or decide the item is no longer required.

This includes any product that has been:

Custom-made to order
Personalised with names, dates, wording or images
Produced using customer-provided details or designs

We strongly advise checking all spelling, dates, colours and customisation details carefully before placing your order.

2. If Your Item Arrives Faulty or Incorrect

Your statutory rights still apply.

You are entitled to a repair, replacement or refund if your personalised item is:

Faulty or damaged on arrival
Incorrectly personalised due to our error
Not as described or does not match your order details

Please contact us within 30 days of receiving your order with your name, order number and photographs showing the issue. If a repair or replacement is not suitable, we will issue a refund.

3. Order Cancellation

We may be able to cancel your order only if production has not yet begun.

Once personalisation work has started, we are unable to stop or refund the order.
If you need to request a cancellation, please contact us as soon as possible.

4. Evidence Required for Faulty Claims

To process replacements or refunds for faulty or incorrect items, we may request:

Photos showing the issue
Order confirmation or proof of purchase
Details of how the item is faulty or different from what was ordered

This helps us assess the problem and resolve your claim quickly.

Every personalised item is handmade to order, and we take great pride in the care and detail involved in each piece.
If a mistake is ours, we will always put it right.

mised purchases.