Refund policy

At Personalisable, we take pride in creating high-quality personalised gifts. As all our products are custom-made to order, we have a strict returns policy in place to ensure fairness to both our customers and our business.

Personalised Products

Due to the bespoke nature of our products, we do not accept returns or offer refunds on personalised items unless they are faulty or incorrect. Please ensure all details (e.g., spelling, dates, colours, and custom requests) are correct before placing your order. We cannot be held responsible for errors provided by the customer.

If a personalised item is faulty or incorrect, you have 14 days from the date of receipt to request a replacement or refund.

Faulty or Incorrect Items

If you receive a defective or incorrect item, please contact us within 14 days of receiving your order. To process your claim, we will require:

• A clear description of the issue.

• Photographic evidence of the fault or incorrect item.

• Your order number.

Once your claim is reviewed, we will offer a replacement or refund where applicable. If a return is necessary, we will provide instructions on how to return the item.

Non-Personalised Products

If your order includes non-personalised items, you may return them within 14 days of receiving your order, provided they are unused and in their original packaging. Return shipping costs are the responsibility of the customer.

Cancellations & Amendments

As we begin processing orders quickly, cancellations and amendments can only be accepted within 1 hour of placing your order. After this time, we may not be able to make changes or cancel your order.

How to Contact Us

For any return or refund inquiries, please email our support team at info@personalisable.co.uk with your order details and a description of the issue. We aim to respond within 48 hours.