We take pride in creating high-quality personalised items made especially for you. Because each order is custom produced, please read this policy carefully before purchasing.
1. Personalised & Custom-Made Items
All personalised items are made to your exact specifications (including names, dates, colours, wording, and design choices).
Under UK law, personalised goods are exempt from the 14-day cooling-off period. Therefore:
- We do not accept returns or offer refunds for personalised items unless they are faulty or we have made an error.
- Customers are fully responsible for checking spelling, grammar, dates, sizing, and all custom details before placing an order.
- We cannot offer refunds for customer input errors.
Once production has started, your order cannot be cancelled.
2. Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to goods that are:
- As described
- Of satisfactory quality
- Fit for purpose
If your item arrives faulty, damaged, or incorrect due to our mistake:
- You must contact us within 48 hours of delivery.
- You must provide clear photographs of the item and packaging.
- Items must not be used or altered.
If approved, we will offer one of the following at our discretion:
- A replacement
- Store Credit or Discount Code
- A refund
We reserve the right to request the item be returned before issuing a resolution. Return postage will be covered by us where required by law.
3. Non-Personalised Items (If Applicable)
For non-personalised products only:
- You have 14 days from delivery to notify us of cancellation.
- Items must be unused, in original condition, and in original packaging.
- Return postage is the customer’s responsibility.
- Refunds are processed within 14 days of receiving the returned item.
We reserve the right to deduct from refunds for any loss in value caused by handling beyond what is necessary to inspect the goods.
4. Delivery & Address Responsibility
Customers are responsible for providing the correct delivery address.
We are not responsible for:
- Incorrect or incomplete addresses
- Failed delivery attempts
- Parcels marked as delivered by the courier
- Delays caused by postal services
If an item is returned due to address error, additional postage costs will apply for redelivery.
5. Order Cancellations
- Personalised orders may only be cancelled within 12 hours of purchase, and only if production has not begun.
- After this point, cancellations are not possible.
6. Chargebacks & Payment Disputes
We encourage customers to contact us directly before initiating a chargeback or payment dispute. We reserve the right to provide proof of customisation, production, and delivery confirmation in response to disputes.
7. Contact Information
If you need assistance, please contact:
Email: info@personalisedcreationz.com