Refund Policy

Last updated: 4 June 2026

1. Custom-Made Items

Each slab kit is designed and produced individually based on your selections — including your card name, label style, and uploaded photo. As such, our products fall under the UK Consumer Rights Act exemption for "goods made to the consumer's specifications or clearly personalised".

This means we cannot accept returns or refunds for change of mind once your order has entered production.

2. When You Can Cancel

You may cancel your order for a full refund if:

• You contact us within 12 hours of placing the order AND
• Production has not yet started on your slab

To cancel within this window, email us via our contact page immediately with your order number.

Once production has started (typically within 12–24 hours of ordering), cancellation is no longer possible.

3. Damaged or Defective Items

If your slab arrives damaged or has a manufacturing defect, you are entitled to a free replacement. To claim:

1. Take clear photos of the damage within 7 days of delivery
2. Email the photos along with your order number to our contact page
3. We'll review and respond within 1–2 business days
4. If the claim is accepted, we'll send a replacement at no cost

You do not need to return the damaged item unless we specifically request it.

4. Incorrect Items

If we send you the wrong item (e.g. wrong label type or shipping option), we will:

• Send the correct item at no additional cost
• Cover return shipping for the incorrect item (if required)
• Process this claim within 5 business days of being notified

5. Quality Concerns

We pride ourselves on the quality of our work. If you receive an item that doesn't meet our quality standards (e.g. printing issues, severe colour mismatch, structural defects):

• Contact us within 14 days of delivery
• Include photos and a description of the issue
• We'll review case-by-case and offer a replacement, partial refund, or store credit at our discretion

6. What's Not Covered

The following are not eligible for refund or replacement:

• Change of mind after production has started
• Damage caused by improper insertion of your card
• Damage from misuse, accidents, or improper storage after delivery
• Minor colour variations due to monitor settings or printing tolerances
• Disputes about the aesthetic interpretation of custom artwork (we use our creative judgement on Colour Match and Prime Label designs)
• Delays caused by Royal Mail or other carriers
• Orders flagged for cancellation outside the 12-hour window

7. Lost in Transit

If your order doesn't arrive within the expected timeframe:

• Wait until at least 10 business days after the expected delivery date (Royal Mail occasionally has delays)
• Check with your local sorting office and neighbours
• If still missing, contact us with your order number
• We'll investigate with Royal Mail and, if the item is confirmed lost, send a replacement or issue a full refund

8. Refund Processing

Approved refunds will be:

• Processed within 5 business days of approval
• Returned to the original payment method used at checkout
• Reflected in your account within 3–10 business days depending on your bank

9. Card Photo Uploads

Uploading a photo of your card is optional but helps us match artwork. We are not responsible for design accuracy if:

• No photo was provided
• The photo was low quality, blurry, or poorly lit
• You provided incorrect card details (name, set number)

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection law. If you believe your rights have been breached, you can:

• Contact Citizens Advice
• Visit the UK Government consumer rights page

11. Contact Us

For any refund or return queries, get in touch. We respond to all messages within 1 business day, Monday to Friday.