Refunds & Returns Policy

Custom Printed & Personalized Products

All of our products are custom-printed, made-to-order, or personalised based on the details you provide at the time of purchase. For this reason, we cannot accept returns, exchanges, or cancellations for these items unless they are faulty, defective, or incorrect due to an error on our part.

This policy is in accordance with:

  • UK law (Consumer Rights Act 2015 & Consumer Contracts Regulations 2013), which recognizes that personalised or custom-made items are exempt from the standard 14-day return policy.

  • EU law (Directive 2011/83/EU on Consumer Rights), similarly exempts bespoke and personalised goods from the right of withdrawal.

  • US law, where returns for custom goods are generally at the seller’s discretion, except where the product is defective or does not match its description.

When a Refund or Replacement Will Be Offered

We will provide a refund or replacement if your item:

  • Arrives damaged or defective,

  • Is incorrect due to our production error (e.g., wrong design, text, or product sent), or

  • Is significantly different from the description provided at the time of order.

In such cases, we may offer either:

  • A replacement item at no additional cost, or

  • A full or partial refund, depending on the nature of the issue.

Reporting an Issue

If there is an issue with your order, please contact us within 7 days of receiving your item. To process your request, we may require:

  • Your order number,

  • A detailed description of the issue, and

  • Photographic evidence showing the defect, damage, or error.

Please do not return items without prior authorization. Unauthorized returns cannot be accepted.

Non-Returnable Items

The following items are strictly non-returnable:

  • Custom printed or personalized gifts,

  • Products containing user-submitted designs, text, or images,

  • Items returned without prior written authorization.

Cancellations

Because our products are custom-made, orders cannot be cancelled once production has started.

Timeframes for Refunds

Where refunds are approved, they will be processed using the original payment method within 7–10 business days.

Our Commitment

We aim to ensure your satisfaction with every order. While custom products are non-returnable, we are committed to resolving any genuine issues promptly, fairly, and in line with applicable consumer laws.

For assistance, please contact our support team at refundreturns@crystalclearideas.uk