Returns and refunds

Your right to cancel a distance order

For most goods bought online, you may cancel without giving a reason from the date the contract is formed until 14 days after the day you, or a person you nominate, receives the goods. If one order is delivered in separate parts, the period normally runs from receipt of the last part.

Tell us clearly that you want to cancel by email or through the contact form. You do not need to use a particular form. Our cancel an order page explains what to include and provides optional standard wording if it is helpful. It is enough to send the notice before the cancellation period ends.

After cancelling, return the goods without undue delay and no later than 14 days after telling us. Contact us first so we can provide the operational return address and identify the parcel. Unless the goods are faulty, incorrect, damaged on delivery or we offered free returns, you are responsible for the direct return cost. Use suitable packaging and obtain proof of posting.

You may inspect goods as you would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

We will refund the price and the cost of our least expensive standard delivery option. We do not have to refund the extra cost of a premium delivery choice. We will refund without undue delay and normally within 14 days after we receive the goods or you provide evidence of return, whichever is earlier. We may withhold the goods refund until then. Refunds use the original payment method unless the law allows or you agree otherwise.

Exceptions to change-of-mind cancellation

The statutory change-of-mind right does not apply to goods made to your specifications or clearly personalised. This may include a product manufactured with customer-supplied wording, imagery, dimensions or a unique design. It does not include an ordinary made-to-order item or a standard catalogue choice such as a listed colour or size.

These exceptions never remove rights relating to faulty, misdescribed or otherwise non-conforming goods.

Faulty, damaged, incorrect or misdescribed goods

You have legal rights under the Consumer Rights Act 2015. Goods must be as described, of satisfactory quality and fit for purpose. If goods do not conform, you may have a short-term right to reject them within 30 days and, depending on the circumstances and timing, rights to repair, replacement, a price reduction or a final refund.

Contact us as soon as reasonably possible with the order number and a description of the problem. We may ask for photographs or other proportionate information, but this does not replace your legal rights. We will cover reasonable return costs for goods accepted as faulty, damaged, incorrect or misdescribed.

Do not dispose of an item before we have had a reasonable opportunity to assess it unless keeping it would be unsafe. Normal wear, accidental damage, misuse or failure to follow clear care and safety instructions is not a product fault, although we will assess the circumstances fairly.

Refunds

Where a refund is due, we use the original payment method unless the law requires or you expressly agree another method. If an order used a PrintShop3D gift card, the gift-card-funded amount is normally restored to that card before any Stripe-funded remainder is returned through Stripe.

Bank and payment-provider processing times are outside our direct control after we submit a refund, but we remain responsible for submitting it within the legal deadline.

A return request, approval or physical receipt does not itself mean a refund has completed. We record the refund separately and notify you when it has been submitted or completed.