Refund policy

Return and refund policy

Change-of-mind returns: non-personalised products

We accept change-of-mind returns for non-personalised products if you contact us within 3 calendar days after delivery. Calendar days include weekends and public holidays. This is the deadline to request a return, not a requirement for the parcel to reach us within that period.

The item must be unused, undamaged and in its original condition. Please retain its packaging where possible and pack it securely for return. Contact us before posting it so we can provide the return address and instructions.

For change-of-mind returns, you pay the return postage. The original delivery charge is not refunded. We do not charge a restocking fee.

Personalised products

Products made with your chosen name, QR code or other individual specifications are not eligible for change-of-mind returns. This does not exclude your rights if an item is faulty, damaged, incorrect or does not match the agreed description.

Faulty, damaged or incorrect items

Please contact us with your order details and a description of the problem. Photos may help us assess the issue. We will provide the repair, replacement, refund or other remedy required by applicable consumer law. Where we confirm a product problem for which we are responsible, we will arrange return shipping or reimburse reasonable return postage costs.

The 3-calendar-day change-of-mind limit and unused-condition requirement do not limit your statutory rights concerning faulty or misdescribed goods, including personalised products.

Refunds

For an eligible change-of-mind return, we will inspect the returned item and refund its purchase price to the original payment method within 10 business days after receiving and approving it. Your payment provider may take additional time to show the credit. Remedies required by law will be handled within the time required by law.

Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited.