Refund policy
Refund & Returns Policy
Custom Creates – Personalised Products
Because our products are made to order and personalised specifically for you, we are unable to accept returns or offer refunds unless your item arrives damaged, faulty, or significantly different from what was ordered.
Your statutory rights
Under the UK Consumer Contracts Regulations 2013, personalised and custom-made goods are exempt from the standard 14-day right to cancel. This means we are not required to accept returns simply because you have changed your mind.
Damaged or faulty items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery at [your email address] with:
- A clear photo of the damage or fault
- Your order number
We will arrange a replacement or full refund at no cost to you.
Incorrect personalisation
If you made an error in the personalisation details you submitted (e.g. a spelling mistake in the name or text), we are unable to offer a refund or replacement. Please double-check all details carefully before placing your order.
If the error was ours, we will replace the item free of charge.
Delivery issues
If your order has not arrived within the expected timeframe, please contact us and we will investigate with the carrier.
Contact us
For any queries, please email us at customcreates26@gmail.com or use the contact form on our website.