Refund and Returns Policy

1. Summary

2. Cancelling an order

You can cancel your order at any time before you approve the artwork Proof, unless a different statutory cancellation right applies to you under applicable law. We will refund any payment you have made in accordance with the applicable terms below and, where relevant, to your original payment method.

Once you have approved the Proof, we begin production straight away. For Personalised Goods, we cannot accept cancellation or changes after Proof approval. For Consumers who purchase unbranded Goods at a distance, statutory cancellation rights may still apply after Proof approval and after delivery, as explained in section 4.

To cancel, email info@ukmerchandising.co.uk or call 0121 752 7105 with your order number.

3. Personalised Goods and your statutory cancellation rights

All of our Personalised Goods are made to your specification and are clearly personalised to you. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Consumers do not have the usual 14-day right to cancel and return goods that are made to their specification or clearly personalised. This means we cannot accept returns of Personalised Goods because of a change of mind, incorrect sizing chosen, or an error that was present in the Proof you approved. This does not affect your statutory rights if the Goods are faulty, damaged, not as described or otherwise do not conform to the contract.

4. Returning unbranded stock

If you have bought unbranded (plain) stock from us, the following applies:

• Business Customers: you may return unbranded stock within 72 hours of receiving it. Goods must be unused, unworn, undamaged and in their original packaging. A 20% restocking fee applies, and you are responsible for the cost of postage back to us. Please contact us before sending anything back so we can confirm the return.
• Consumers: if you bought unbranded stock at a distance (online, by phone or email), you have a statutory right to cancel within 14 days of receiving the Goods, unless a legal exception applies. You must tell us of your decision to cancel within that period and return the Goods to us within 14 days after telling us. You will normally bear the cost of returning the Goods. We may reduce your refund if the Goods have lost value because you handled them more than was necessary to inspect them. Where you cancel under this statutory right, we will also refund the cost of our standard delivery option (if a delivery charge was separately paid), but not any additional amount you paid for an enhanced delivery service.

Refunds under this section are made to your original payment method. Where a Consumer exercises a statutory cancellation right, we will provide the refund without undue delay and within the timescales required by law. Where Goods are being returned, we may withhold the refund until we have received the Goods back or received evidence that they have been returned. Please keep proof of postage, because we cannot be responsible for Goods lost on their way back to us.

5. Faulty, damaged, incorrect or misprinted Goods

We check our Goods before dispatch, but if something is wrong with your order please follow these steps:

• Business Customers should check their delivery as soon as it arrives, comparing it with the approved Proof and order confirmation. Consumers should also inspect their Goods promptly, but nothing in this policy limits or excludes their statutory rights.
• For Business Customers, obvious damage, shortages, wrong items and visible production errors should be reported within 24 hours of delivery by emailing info@ukmerchandising.co.uk, with the order number and clear photos showing the problem (including the packaging, if damaged in transit). Any latent defect that could not reasonably have been discovered within that period should be reported within a reasonable time after it is discovered. Consumers are encouraged to contact us as soon as a problem is noticed, but their statutory rights are not lost merely because they did not report a problem within 24 hours.
• Return the Goods to us for investigation when we ask. Please do not wash, alter or dispose of the Goods. We will give you return instructions.
• For Business Customers, we will examine the Goods and tell you the outcome. If the Goods are confirmed to be defective, damaged or not in line with your approved Proof, we may offer a refund or replacement. If the Goods are found to be within the acceptable parameters of the approved specification and normal decoration tolerances, no refund or replacement will be due under this policy. For Consumers, we will provide the remedy required by applicable law, which may include repair, replacement, price reduction or refund.

Where a fault is confirmed, we will cover the reasonable cost of returning the Goods to us.

Variations that are a normal part of the decoration process, and errors that appear in a Proof you approved, are not treated as faults.

Consumers: these steps do not affect your statutory rights under the Consumer Rights Act 2015 or other applicable law. For example, if Goods are faulty, you may be entitled to reject them, or to a repair, replacement, price reduction or refund, even after the 24-hour period has passed.

6. Refunds

Refunds are made to the original payment method used for the order. Any statutory refund will be processed without undue delay and within the timescales required by applicable law. For statutory consumer cancellations, where the Goods are to be returned, we may withhold the refund until we have received the Goods back or received evidence that they have been returned. Your bank or card provider may take a few further days to show the refund.

7. Model Consumer Cancellation Form

8. How to contact us