We want returns to be clear, fair and straightforward.
This policy explains how change-of-mind returns, personalised products and faulty or damaged goods are handled. Nothing in this policy affects your statutory rights.
Change-of-mind returns
For standard, non-personalised products purchased online, you can normally cancel your order within 14 days of receiving the goods. After telling us that you wish to cancel, you should return the goods within the following 14 days.
To start a return, email [email protected] with your order number before sending anything back. We will provide the correct return instructions and return address.
Condition of returned products
Please take reasonable care of the product while it is with you. Returned items should be securely packaged and, where possible, returned with their original packaging, components and accessories.
You may inspect a product as you would reasonably be able to in a shop, but if an item has been used or handled beyond what is necessary to establish its nature, characteristics and function, any refund may be reduced where the law allows to reflect a loss in value.
Return postage for unwanted items
For a standard change-of-mind return, you are responsible for the cost and safe return of the goods unless we agree otherwise. We recommend using an appropriately insured and trackable service, particularly for larger acrylic products.
Personalised, bespoke and custom-made products
Products made to your individual specification or clearly personalised for you are not normally covered by the statutory change-of-mind cancellation right that applies to standard online purchases.
This may include, for example, a display made to your supplied dimensions, a personalised printed backdrop, custom text or artwork, or another product manufactured specifically to your instructions.
If you need to cancel a personalised or bespoke order, contact us immediately. If manufacture has not started, we will do our best to help. Once production has begun, we may be unable to cancel the order.
Your rights in relation to faulty, damaged or misdescribed goods are not removed simply because a product is personalised or bespoke.
Faulty, damaged or incorrect goods
If an item arrives damaged, has a manufacturing fault or is not what you ordered, please contact us promptly. Include your order number, a clear description of the problem and photographs showing the issue. For delivery damage, please also photograph the outer packaging where possible.
Once we have reviewed the issue, we will explain the appropriate next step. Depending on the circumstances and your statutory rights, this may include a replacement, repair, replacement component, return or refund.
Where goods are confirmed as faulty, damaged on arrival or supplied incorrectly, we will not expect you to bear reasonable return costs that are properly our responsibility.
Refunds
Approved refunds will be returned to the original payment method. For a valid change-of-mind cancellation, refunds are normally processed within the applicable legal timeframe after we receive the returned goods or acceptable evidence that they have been sent back.
Where required by law, a cancellation refund will include the basic standard outbound delivery charge. Any additional amount paid for an upgraded or premium delivery service may not be refundable beyond the standard-delivery equivalent.
Items returned without contacting us
Please do not send products to an address found elsewhere without first contacting us. This helps make sure your return goes to the correct location and can be matched to your order without delay.
Need to arrange a return?
Email [email protected] with your order number and a brief explanation of what you need help with.
