Cancellation and Return Policy

1. Cancellation Policy

  • Before Artwork Approval:

    • Orders can be cancelled at any time before the artwork is approved for production.
    • If you choose to cancel your order before artwork approval, we will provide a full refund.
  • After Artwork Approval:

    • Once your artwork is approved for production, no further changes can be made to the order.
    • We will be unable to cancel or amend artwork or product specifications due to our automated production process, as orders are immediately accepted into our production run.

2. Complaints and Faulty Goods

  • Complaint Registration:

    • Complaints must be registered with us within 15 days of receiving your order.
    • Complaints registered after 15 days may not be upheld or may be rejected.
  • Verification of Complaints:

    • We need to verify that the issue was a result of our production process or courier mishandling.
    • This verification is essential, which is why complaints should be registered as soon as you receive your order.

3. Returns Policy

  • Personalised Products:
    • All of our products are personalised according to customer specifications.
    • Due to the nature of personalised products, we are unable to accept returns unless the product is faulty or miss-described.

4. Your Rights

  • This cancellation policy does not affect your statutory rights when we are at fault – for example, if goods are faulty or miss-described.

For any issues or further assistance, please contact our customer service team at (01253) 624402.