Last updated 19th December 2023
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase of stock (not personalised/bespoke) items for any reason, you may be able to return it to us for a full refund. Please see below for more information on our Return & Refund Policy.
STOCK RETURNS
Unless stated otherwise, in writing, all return requests must be initiated within thirty (30) calendar days of the purchase date.
STOCK RETURN PROCESS
To return an order, please email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number and our Returns Address. After receiving the RMA number and Return Address, place the item securely in its original packaging (if possible) with the Order Number & Your Postcode.
Please note, apart from items that have arrived damaged, you may be responsible for all return shipping charges. We strongly recommend that you use a trackable method to post your return.
STOCK REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least two (2) working days from the receipt of your item to process your return. Refunds may take up to ten (10) working days to appear on your bank statement (this depends on your bank or credit card company). We will notify you by email when your return and refund have been processed.
You can request the cancellation of your order before the order is prepared for dispatch.
Orders are often prepared for dispatch before the status of your order is updated. Please contact us to check if your order has not already been prepared for dispatch.
Refunds of orders containing NHS items are subject to a fee of 0.50 GBP + additional fees such as advertising/cashback if you are unable to verify or refuse to verify your active employment in the NHS (England, Wales, Scotland, Northern Ireland, Isle of Man).
The above fee will not apply if you have verified your employment in the NHS.
The fees below are in addition to any other fees mentioned before or after this section:
Unverified NHS Orders cancelled before dispatch are subject to a charge of the order total.
PayPal: 2.9% + 0.30p (GBP)
Credit/Debit Card: 1.4% + 0.20p (GBP)
This fee is charged for Credit/Debit Card or PayPal payments to cover the non-refundable fee we are charged for processing payments.
Orders paid via Bank Transfer are not charged this fee.
EXCEPTIONS
For defective or damaged products, please contact us to arrange a refund or exchange.
CUSTOM ITEMS
Due to the nature of custom (bespoke/personalised/made to order) items, we are unable offer the same policies that we offer for stock items. We do not accept returns of custom items that are not wanted or no longer needed. This does not affect your statutory rights or apply in the event of damaged/defective/incorrect custom items.
Some orders of custom items may not be eligible for a full refund if you cancel before dispatch. This applies to custom lanyards and some custom printed cards.
Custom Lanyards & Printed Cards
When you order a custom item (custom lanyards/personalised printed plastic cards) from us, we will work with you to create a print-ready design file & mock-up if you do not supply us with a print-ready design file at the time of, before or shortly after ordering. The initial artwork mock-up as well as one artwork revision is included with every purchase. Additional artwork revisions may be charged at a cost of no more than £14.00 GBP (ex VAT) per revision.
If you cancel your custom item order after receiving the initital artwork or the revision, we will refund the cost of the custom lanyards minus a £14.00 GBP (ex VAT) artwork cost. You will not need to delete/destroy the artwork that we have created for you. The deduction will not apply if you have supplied us with a print-ready artwork file.
Custom items require a proof document completion before we start production. The proof document is completed via online signature software or via email approval. After receiving approval, the item will move to production. For custom sublimation lanyards, this involves the printing of your design on to sublimation paper.
If you cancel a custom item after proof approval, the level of refund will move to a percentage level refund minus the £14.00 GBP (ex VAT) artwork cost, if applicable:
- Custom lanyards
- Sublimation Paper Printing Only – 60% Refund
- Lanyards Produced – 10 to 20% Refund (depending on percentage of completion)
- Clips, Breakaways, Other Fittings Added – 5% Refund
- Lanyards complete – 0% Refund
- Printed Plastic Cards / ID Cards
- Cards Printed – 25% to 35% Refund (depending on percentage of completion)
- Cards Complete – 0% Refund
For any custom projects, you should not complete the proof document unless you are completely happy with the design and specifications.
QUESTIONS
If you have any questions concerning our return policy, please contact us at:
[email protected] or our Contact page.