Last updated: October 19, 2026

Simply Personalised – Return & Refund Policy

1. Returns for Non-Personalised Products

We accept change-of-mind returns on eligible non-personalised products in accordance with UK consumer law.

You have 14 days from the day after receiving your order to notify us that you wish to cancel your purchase. After notifying us, you have a further 14 days to return the goods.

To request a return, contact us using the details below and provide your order number.

2. Condition of Returned Items

All returned items are subject to inspection.

Customers are requested to return products in their original condition, with all accessories, components, labels and original packaging wherever reasonably possible.

When requesting a return, we may ask customers to confirm:

• Whether the original packaging has been opened or removed.

• Whether the product has been used.

• Whether the original packaging is still available.

• Whether all original accessories and components are included.

• Whether the product has sustained any damage.

Customers may examine products to the extent reasonably necessary to establish their nature, characteristics and functionality.

Where a product has been handled or used beyond what is reasonably necessary for inspection, and this has reduced its value, we reserve the right to make a reasonable deduction from the refund to reflect the actual loss in value.

Missing or damaged original packaging may be considered where it genuinely reduces the value of the returned product.

Opening packaging alone does not automatically invalidate statutory cancellation rights.

These conditions do not affect statutory rights relating to faulty, damaged or misdescribed goods.

3. Personalised and Custom-Made Products – Final Sale

Products made to a customer's individual specifications or clearly personalised are generally classified as Final Sale.

This includes products individually customised with customer-provided names, photographs, messages, illustrations or designs.

Such products are normally excluded from the statutory 14-day change-of-mind cancellation right.

This exclusion does not apply to standard, non-personalised products simply because they are handmade or produced after an order is placed.

Final Sale status does not affect customers' statutory rights if goods are faulty, damaged or not as described.

4. Damaged, Faulty or Incorrect Items

If you receive an item that is faulty, damaged, incorrectly personalised due to our error, or not as described, please contact us as soon as reasonably possible.

Provide your order number, a description of the issue and photographs where available.

We will assess the issue and provide an appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may include a refund, repair or replacement.

Customers are not required to pay reasonable return postage where goods are faulty or incorrect and a return is necessary.

Nothing in this policy limits your statutory consumer rights.

5. Return Postage

For eligible change-of-mind returns, customers are responsible for arranging and paying for return postage.

We recommend using a tracked delivery service and retaining proof of postage.

Where a return is required because of a fault, damage or an error on our part, we will cover reasonable return costs in accordance with applicable law.

No restocking fee is charged.

6. Refunds

For eligible change-of-mind cancellations, refunds will include the price paid for the returned goods and any standard outbound delivery charge required to be refunded by law.

Additional charges for premium or express delivery are not refundable beyond the standard delivery amount unless legally required.

We may withhold a cancellation refund until we have received the returned goods or evidence that they have been sent back.

Refunds will be issued within 14 days of receiving the returned goods or satisfactory evidence of their return, whichever is earlier.

Any lawful deduction for diminished value will be explained to the customer.

Refunds will normally be made using the original payment method.

7. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Eligible unfulfilled orders may qualify for self-service cancellation during the cancellation window offered through Shopify.

Once that window closes, customers should contact us directly to request cancellation.

For genuinely personalised products, cancellation may no longer be possible once production has begun. The statutory change-of-mind cancellation exception may apply to products made to individual specifications or clearly personalised.

For eligible non-personalised products, the automated cancellation window does not replace or restrict statutory cancellation rights.

8. How to Request a Return

To request a return, contact us by WhatsApp or email with your order number and reason for returning the item.

We may request information about the condition of the goods to help process your return.

We will provide the appropriate return address and return instructions.

Please contact us before posting an item back so we can assist you with the process. This request does not restrict your statutory cancellation rights.

9. Contact Information

Simply Personalised

WhatsApp: 07440 533466 (messages only, no calls)

Email: simplypersonalised@yahoo.com

Location: London, United Kingdom

We deliver within the United Kingdom only.

Nothing in this policy excludes or restricts your statutory rights under UK consumer law.