Returns and Refund Policy

Returns depend on the reason for the request

A return request must be connected to the order that was approved and supplied. The relevant evidence includes the quote, written specification, approved proof, delivered quantity and condition of the products. These records distinguish a production fault or specification mismatch from a preference that changed after manufacture.

This page explains the practical review process. It should be read with the terms and conditions and does not remove or reduce any rights that apply under UK law.

Change-of-mind returns

Swing tags are printed with your artwork for your order alone, so change-of-mind returns are not accepted once tags have been printed. This is the exemption UK law makes for goods made to the customer's specification. It does not affect your rights when tags are faulty, damaged or not as approved, which are covered below.

If an order has not entered production, contact the team immediately. Whether it can be changed or cancelled depends on the stage reached and any artwork, tooling, material or production work already authorised. A request is not accepted until the team confirms the outcome in writing.

Faulty, damaged or incorrect products

If the delivered goods are faulty, damaged or materially different from the approved proof or written specification, contact us within 30 days of delivery. Early reporting allows the delivered batch, production record and carrier condition to be reviewed while the evidence is available.

The 30-day reporting window is an operational request, not a statement that statutory rights end after that period. General UK guidance requires remedies where goods are faulty, not as described or do not perform their intended function.

Information needed for an issue review

Provide the order reference, affected product, quantity inspected and quantity believed to be affected. Describe the issue precisely—for example, incorrect text, cut position, finish placement, attachment, transit damage or a mismatch with the approved proof.

• Photograph the overall product and a close view of the issue.
• Include a ruler or other scale reference when dimensions or position are relevant.
• Keep the outer packaging and carrier label for transit damage.
• Separate affected and unaffected quantities where practical.
• Do not alter, use or dispose of the affected goods while the review is open.

Return authorisation and available remedies

Do not return goods before the team provides instructions. An unauthorised parcel may not contain the records needed to identify the order or preserve evidence of its condition. When a physical return is required, the return address, packing method and transport responsibility will be confirmed for that case.

After review, the appropriate remedy may be correction, replacement, reprint, partial refund or refund, depending on the issue, affected quantity and applicable rights. A remedy is confirmed against the approved specification and evidence rather than promised before the review is complete.

Refund processing and payment route

Where a refund is approved, the amount and payment route are confirmed in writing. Refunds are normally directed back through the method used for the approved order unless another lawful arrangement is agreed. Processing by a payment provider or bank may take additional time after the refund has been initiated.

Shipping damage and missing parcels should first be reported using the steps in the shipping information. To open a product issue, use the contact page and do not include payment-card details in the enquiry.

Independent UK consumer guidance

For general information about faulty goods, online orders and custom-made items, review the official GOV.UK returns and refunds guidance. The application of consumer or business rights depends on the contract and circumstances of the individual order.