At Personalised By You, we take pride in creating high-quality personalised products tailored to your specifications. As each item is custom-made, our refund policy is in accordance with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Under UK law, personalised or bespoke items are exempt from the standard 14-day cooling-off period provided under the Consumer Contracts Regulations 2013. Therefore, we do not accept returns or provide refunds for personalised items unless they are faulty, damaged, or incorrectly made due to an error on our part.
If you receive a personalised item that is defective or does not match the details of your order due to an error on our behalf, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015. This includes issues such as:
To process a claim, please contact us within 5 days of receiving your item, providing clear photographs and a description of the issue. We will assess the claim and, if valid, arrange for a replacement or refund at no additional cost.
Once an order for a personalised item has been placed, it enters production quickly. Therefore, cancellations or amendments may only be possible within 6 hours of order confirmation. Please contact us as soon as possible if you need to make changes.
For any queries regarding refunds or issues with your order, please contact our customer service team at orders(@)personalised-by-you.uk or via the Contact Form on our website. We are committed to ensuring customer satisfaction and will address any concerns in accordance with UK consumer law.
This refund policy does not affect your statutory rights.
Last Updated: 30/03/2025