We want you to be delighted with your purchase. This Returns and Refunds Policy outlines your rights under the Consumer Contracts Regulations 2013, including the process for cancellations, returns, and refunds. Please note specific exemptions for customised items.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving a reason, except for customised items (see Section 3). The cancellation period starts the day after you receive your order.
To cancel, you must inform us clearly, preferably by email or post. You can use the model cancellation form provided by the Regulations, but it’s not mandatory.
Once cancelled, you must return the goods within 14 days. You are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
2. Refunds for Non-Customised Items
If you cancel within the 14-day period, we will refund the full cost of the item(s), including standard delivery charges (if paid), within 14 days of receiving the returned goods or proof of return. Refunds will be processed using the original payment method.
Items must be returned in their original condition, unused, and with all packaging. If the item’s value is reduced due to handling beyond what’s needed to check it, we may deduct this from the refund.
3. Customised Items Exemption
Customised items, made to your specifications (e.g., personalised designs, bespoke sizes, or unique modifications), are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013. This means you cannot cancel or return these items unless they are faulty or not as described.
Goodwill Policy: While we are not obligated to accept returns for customised items, we may offer a refund or exchange at our discretion if you contact us within 7 days of delivery. Approval depends on the item’s condition and our ability to resell it.
4. Faulty or Incorrect Items
If any item (customised or non-customised) is faulty, damaged, or not as described, you are entitled to a refund, repair, or replacement. Please notify us within 30 days of delivery with your order number, photos of the issue, and a description.
We will cover return shipping costs for faulty items and process refunds or replacements within 14 days of receiving the item.
5. How to Return an Item
To return an item, follow these steps:
- Contact us to notify us of your intent to return, stating your order number and reason.
- Pack the item securely in its original packaging, including all accessories or documentation.
- Send the item to our returns address (provided upon contact). We recommend using a tracked service, as we cannot be responsible for items lost in transit.
- Once received, we’ll inspect the item and process your refund or exchange as applicable.
6. Questions?
For any questions about returns or refunds, please see our Contact Page for ways to get in touch. We aim to respond within 2 business days.
Last updated: 15 April 2025