Refund & Returns Policy

Last updated: 30 January 2026

At Personalised by C, I want you to be completely happy with your purchase. This policy explains your rights to return items and receive refunds.

Quick Summary

Standard items: 14-day returns
Personalised items: Non-refundable (unless faulty)
Faulty items: Full refund or replacement
Refund processing: Within 14 days of return

1. Standard Items (Non-Personalised)

1.1 Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

1.2 How to Return

  1. Contact us within 14 days of receiving your order at returns@personalisedbyc.co.uk
  2. We'll confirm your return and provide a returns reference
  3. Pack items securely in original packaging where possible
  4. Post the items back to us within 14 days of notifying us
  5. Keep your proof of postage – you're responsible until we receive the items

1.3 Return Conditions

Items must be returned:

  • Unused and in original condition
  • With all original packaging and tags
  • Not washed, worn, or altered

1.4 Return Costs

You are responsible for the cost of returning items to us, unless the items are faulty or we sent the wrong item.

2. Personalised & Custom Items

Please Note: Personalised and custom-made items are non-refundable and cannot be returned unless they are faulty or not as described.

This includes:

  • Themed cups with custom designs
  • Personalised tumblers
  • Custom cups and mugs with names/text
  • Any item made to your specific requirements

This is in accordance with the Consumer Contracts Regulations 2013, which exempts made-to-order and personalised goods from the 14-day cancellation right.

Before I start creating: If you need to make changes, please contact me immediately. Once production has started, I cannot make changes or accept cancellations.

3. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

3.1 What to Do

  1. Contact us immediately at returns@personalisedbyc.co.uk
  2. Include your order number and description of the issue
  3. Send photos of the damage or fault
  4. We'll respond within 48 hours with a solution

3.2 Your Options

For faulty items, you can choose:

  • Replacement: We'll make you a new item
  • Full refund: Including original delivery costs

We will cover return postage costs for faulty items.

3.3 Timeframes

  • Within 30 days: Full refund for faulty items
  • 30 days to 6 months: Repair or replacement (refund if not possible)
  • 6 months onwards: You may need to prove the fault was present at delivery

4. Damaged in Transit

If your parcel arrives damaged, please take photos of the packaging and contents, and contact us within 48 hours. We'll work with the courier to resolve the issue.

5. Wrong Item Received

If we've sent the wrong item, please contact us immediately. We'll arrange for the correct item to be sent and cover the cost of returning the wrong item.

6. Refund Processing

6.1 Timeline

  • Refunds are processed within 14 days of receiving returned items
  • Refunds are made to the original payment method
  • It may take 3-5 working days for the refund to appear in your account

6.2 What's Refunded

  • Cancellation (change of mind): Product cost only (you pay return postage)
  • Faulty/Wrong item: Full product cost plus original delivery charge plus return postage

7. Exchanges

We don't currently offer direct exchanges. If you'd like a different item, please return for a refund and place a new order.

8. Gift Returns

If you received an item as a gift, please contact us. The refund will be made to the original purchaser unless they request otherwise.

9. Contact Us

For all returns and refund queries:

Please include:

  • Your order number
  • The item(s) you wish to return
  • Reason for return
  • Photos if item is faulty/damaged