Draft for review. Replace every bracketed placeholder and have the final text checked against the laws that apply to your business.
[Have this policy reviewed against the consumer laws of the countries you sell to. Statutory rights for faulty or misdescribed goods usually apply even to personalised items.]
Ready-made products
[Return window (e.g. X days from delivery) and condition requirements]
Custom-made products
Custom pieces are made to your approved specification. Whether and when they can be returned is set out here and in your quote. [State your terms for custom items, including cancellation before production starts]
Damaged or incorrect items
If your item arrives damaged or is not what you ordered, contact us with your order number and photos. We will offer a repair, replacement or refund as appropriate.
How to request a return
Contact us through the Contact page with your order number and the reason for the return. Please wait for our instructions before sending anything back.
Refund processing
[How refunds are issued (original payment method) and typical processing time]
Shipping costs
[Who pays return shipping in each case]
International returns
International returns may involve customs paperwork and fees. Contact us first so we can advise on the correct documents.
Your consumer rights
Nothing in this policy limits rights you have under the law of your country of residence.