Refund policy

Returns Policy

Personalised Products
Where an item is faulty, please contact our Customer Service Team via info@BePersonalised.co.uk. We will either ask you to return the item to us within three days of receipt or to take a photo of the item before returning it back to us. You can speak to our Customer Service Team for a return address if you do not have one. Your right to return items to us in accordance with our Terms and Conditions is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) including delivery costs, onto the credit or debit card that you paid with or to your PayPal account. Alternatively, we may offer to replace and resend the item with no further monetary exchange. Therefore, you would be held liable for the original and full amount you agreed to pay at the checkout if you accept a replacement item.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size. Please see section 3.3 Personalised Products in our Terms and Conditions for more information.

Non-Personalised Products
Where an item is faulty, please contact our Customer Service Team via info@BePersonalised.co.uk. We will either ask you to return the item to us within three days of receipt or to take a photo of the item before returning it back to us. You can speak to our Customer Service Team for a return address if you do not have one. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.

When we will pay the costs of return
We will pay the costs of return if:
(a) the products are faulty or misdescribed;
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, or because you have a legal right to do so as a result of something we have done wrong;
(c) if we, or on behalf of our suppliers, have requested a return of the product due to a product recall.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Procedure for returns and refunds
We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

Exercising your right to change your mind (Consumer Contracts Regulations 2013)
For most products bought online you have a legal right to change your mind within 14 days and receive a refund.

How long you have depends on what you have ordered and how it is delivered:
(a) Have you bought digital content for download? if so, you have 14 days after the day we email you to confirm we accept your order, or, if earlier, until the email containing the purchased goods has been opened. If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.
(b) Have you bought goods (for example, a Non-Personalised Product)? if so you have 14 days after the day you (or the recipient) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or the recipient) receives the last delivery to change your mind about the goods;

When you don't have the right to change your mind
You do not have a right to change your mind in respect of
(a) Personalised Products;
(b) digital products after the recipient has opened the email containing the purchased product;
(c) products which are sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
(d) perishable goods, such as food, drink and flowers, which deteriorate rapidly; and
(e) services, once these have been completed, even if the cancellation period is still running.

Deductions from refunds if you are exercising your right to change your mind
We may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

Requesting a return due to a delay with the delivery.
Be Personalised will only offer a refund if we have not dispatched within the timescales agreed with the customer at the time of purchase. If delivery of the goods is delayed due to an event outside of our control, see section 5 in our Terms and Conditions, then Be Personalised reserves the right to refuse the refund and you, the customer, would be held liable for the original and full amount you agreed to pay at the time of purchase.

We reserve the right to refuse a refund or replacement.