A returns policy for personalised items can be tricky, as these items can't usually be restocked or resold. You need to be clear about when a return is accepted (e.g., fault, damage) and when it isn't (e.g., customer changed their mind).
Here is a 14-day returns policy tailored for personalised items.
14-Day Returns Policy for Personalised Items
Due to the unique and custom nature of personalised products, our standard returns policy differs slightly from non-personalised goods. Personalised items are products that have been custom-made, engraved, printed, or modified specifically for you.
1. Our 14-Day Guarantee
We are committed to providing high-quality products. If your personalised item is faulty, damaged, or incorrect (e.g., we made an error in the personalisation details, or the product arrived broken), you have 14 calendar days from the date you received your order to notify us.
2. When Returns ARE Accepted (Faulty/Incorrect Items)
A return, refund, or replacement will be offered if the item you receive is one of the following:
* Damaged in Transit: The item arrived broken or damaged.
* Manufacturer Fault: The product has a defect (e.g., a non-working component, poor printing quality).
* Incorrect Personalisation by Us: The item's personalisation does not match the confirmed details you provided in your order (e.g., the wrong name or date was used).
* Incorrect Item Sent: You received a product that is entirely different from the one you ordered.
Action: If your item falls into one of these categories, please contact us immediately at [Insert Customer Service Email Address] with your Order Number and a clear photograph of the fault or damage. We will cover the cost of return shipping for approved claims or arrange a replacement.
3. When Returns ARE NOT Accepted (Non-Faulty/Change of Mind)
Under the Consumer Contracts Regulations, the right to cancel your order and return goods does not apply to personalised or custom-made items unless they are faulty. Therefore, we cannot accept returns, offer refunds, or provide exchanges for personalised items in the following circumstances:
* Change of Mind: You no longer want the item after the order has been processed.
* Customer Error in Personalisation: The error in the personalisation (e.g., a spelling mistake, wrong date, or incorrect size selection) was made by you when placing the order. Please double-check all details before finalising your purchase.
* Colour/Appearance Differences: The product colour or appearance differs slightly from the image shown on our website (as monitors and lighting can affect colour representation).
* Late Delivery (Outside Our Control): The delivery was delayed due to the courier, weather, or other events outside of our control.
4. How to Request a Return or Replacement
* Contact Us: Send an email to [Insert Customer Service Email Address] within 14 calendar days of receiving your order.
* Provide Information: Include your Order Number, a detailed explanation of the fault, and clear photographs that show the issue.
* Wait for Approval: We will review your claim and respond within [Insert Number, e.g., 2-3] business days with instructions on how to proceed. Do not send the item back until your return has been approved.
Legal Disclaimer: This policy is a template and may need adjustment based on your specific business operations, location, and the products you sell. It is always recommended to seek independent legal advice to ensure full compliance with all local and national consumer protection laws.