Returns & Refunds

Ordinary change-of-mind returns

For a non-custom product you no longer want, contact us within 14 days of delivery to request a return. Items should be unused, undamaged and complete with their accessories. Keep the packaging where possible to protect the goods during return shipping. These ordinary return conditions do not limit remedies for faulty or incorrect goods or any mandatory consumer rights.

You are responsible for the outward and return shipping costs of a change-of-mind return, except where applicable law requires otherwise. The original outward shipping charge is not refunded; you pay the cost of sending the goods back. We do not deduct the original shipping charge a second time or add a restocking fee. If mandatory law entitles you to reimbursement of standard outward delivery costs, that entitlement applies.

Faulty, damaged, incorrect or incomplete goods

Contact us as soon as you become aware of a problem. Provide your website order number, a description and relevant photographs where available so we can review the issue and arrange an appropriate replacement, missing-item shipment or refund. Necessary return shipping for a confirmed product problem is our responsibility. This section applies to custom goods as well as ordinary products.

Custom-made or personalized products

Custom-made or personalized goods are not eligible for returns or exchanges simply because you change your mind. This does not exclude product defects, damage, incorrect goods or rights that cannot legally be excluded. Any production-stage cancellation conditions for a custom order must be agreed before that order is confirmed.

How to return

Returns normally go to China. Contact us on WhatsApp or at [email protected] for the correct return address and instructions before sending the goods. Do not assume the sender or logistics address printed on your parcel is our return address.

Contacting us for instructions does not remove any right to give a valid withdrawal or cancellation notice by another legally permitted method.

Cancellations & refunds

An ordinary order that has not yet dispatched can be cancelled for a full refund. Contact us promptly; after dispatch, the applicable return process applies.

For an accepted return, we initiate the refund within five business days after receiving and checking the goods. Where no return is required, we initiate it within five business days after the refund arrangement is confirmed. Any shorter mandatory deadline takes priority. We will explain the amount being refunded and any applicable shipping treatment.

Refunds are issued through the original PayPal transaction. Arrival in the original payment method depends on PayPal and the bank or card provider. We do not ask for your PayPal password or full card details to handle a refund.

Your statutory rights

These policies do not exclude or reduce rights and remedies that apply under mandatory consumer law. In particular, our ordinary shipping-cost and custom-product conditions apply only to the extent legally permitted for the order concerned.