Returns & Refunds Policy

1. Your legal rights

As a UK consumer you are protected by two key pieces of legislation:

2. Our 30-day returns policy (standard items)

In addition to your statutory rights, we offer a 30-day change-of-mind returns policy on all standard (non-personalised) items, measured from the date you receive your order.

• Items must be unused, undamaged, and in their original condition.
• Please contact us before sending anything back — we will provide return instructions.
• Return postage costs are the buyer's responsibility for change-of-mind returns.
• Refunds are issued to the original payment method within 5–10 business days of us receiving the returned item.
• Original delivery charges (if any) are non-refundable unless the item is faulty.

3. Personalised and custom-made items

Many of our products are made to order using 3D printing, and some are further personalised to your specific requirements (e.g. custom name signs, bespoke dimensions, or colours selected at the time of order).

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the 14-day cancellation right does not apply to goods that are made to a consumer’s personal specification or are clearly personalised.

However, your rights under the Consumer Rights Act 2015 always apply — if a personalised item is faulty, not as described, or not of satisfactory quality, you are entitled to a repair, replacement, or refund regardless.

4. Faulty, damaged, or incorrect items

If your item arrives damaged, defective, or not as described:

• Contact us within 48 hours of delivery with a description and photos of the issue.
• We will offer a free replacement or a full refund — your choice.
• You will not be asked to return the item in most cases.
• Return postage (if required) will be covered by us in full.

5. Cancelling before dispatch

Because items are printed to order, production may begin shortly after your order is placed. If you wish to cancel before dispatch, please contact us as quickly as possible via our contact page. We will do our best to accommodate cancellation requests, but cannot guarantee cancellation once printing has begun. If the item has already been printed it may be subject to our standard returns conditions above.

6. Refund timeline

Refunds are issued to the original payment method (credit/debit card via Stripe). Bank processing times may add 3–5 working days beyond our refund date.

7. Items not covered

• Items damaged through misuse, accidental damage, or normal wear and tear.
• Items returned more than 30 days after delivery (except for statutory rights claims).
• Personalised or custom-made items returned for change of mind.

8. How to make a return or complaint

To start a return, request a refund, or raise a complaint, please use our contact page. Include your order number and a description of the issue. We aim to respond within 1 business day.

If you are not satisfied with our response you have the right to escalate to an Alternative Dispute Resolution (ADR) scheme or to the Citizens Advice Bureau for guidance. You may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.