Refund policy

All Personalised items are non-refundable.

Anything customised item that is made to your specific requirements, is personalised or otherwise, cannot be resold due to it being a bespoke to you.

We also do not accept returns on sale items or gift cards.

However, if there is an issue with your order, please get in touch with us and we will do our very best to remedy the situation for you! 

 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Please note the "wrong item" does not relate to you providing the incorrect information but rather you receiving a product where the details do not match those which you have provided.

Please don’t destroy or throw away any product this includes the postage and all other packaging it arrived in, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.

 

Cancellations
We do not accept cancellations on our items, as once an item has begun production, even if it has not yet been dispatched, as due to them being personalised and hence unique to each customer we cannot re-use or resell the item.  Please do reach out to us though and if we have not begun the production we can advise of this and would be potentially be able to cancel the order for you.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thewordshackco@outlook.com.