Last updated: 06/11/2025
We want you to be completely happy with your purchase from Custom Designs. Because many of our products are handmade or personalised, our returns policy is designed to be fair, clear, and in line with UK consumer law.
Business name: Custom Designs
Address: 38 Sutton Court, George Street, Plymouth, PL1 4NJ
Email: sales@customdesignsplymouth.com
1. Custom and Personalised Items
Most of our products are made to order and often personalised for each customer.
Under the Consumer Contracts Regulations 2013, custom or personalised items can’t be returned or refunded unless they’re faulty or damaged when you receive them.
If you believe your custom item has arrived damaged or defective, please contact us within 14 days of delivery with photos and details. We’ll offer a replacement or refund once we’ve confirmed the issue.
2. Non-Custom Products
For non-personalised items, you have the right to cancel your order and return it for a refund within 14 days of receiving it.
To do this, please:
Contact us by email within 14 days of delivery to let us know you’d like to return the item.
Return the item to us in its original, unused condition within another 14 days.
You’ll be responsible for the cost of return postage unless the item is faulty or sent in error.
Refunds are issued to your original payment method within 14 days of us receiving the returned item.
3. Damaged or Faulty Items
If your order arrives damaged, please contact us right away — ideally within 48 hours — with photos of both the product and packaging.
We’ll review the issue and, if appropriate, offer:
A replacement of the same item (if available), or
A full refund including postage costs
We may ask you to return the damaged item before sending a replacement or issuing a refund.
4. Cancellations
If you change your mind before your order has been made or dispatched, please contact us as soon as possible.
If production hasn’t started, we’ll cancel and refund your order in full.
Once a custom item has entered production, we can’t cancel it unless there’s a fault.
5. Returns Process
To return an item, please:
Email us at [insert email] with your order number and reason for return.
Wait for confirmation and return instructions.
Package your item securely and send it to the address provided.
We recommend using a tracked delivery service, as we can’t be responsible for items lost in transit.
6. Refunds
Once we’ve received and checked your returned item, we’ll email you to confirm your refund.
Refunds are made to your original payment method within 14 days of approval.
If your item isn’t eligible for a refund (for example, a custom product without a fault), we’ll explain why and return it to you if requested.
7. Exchanges
We can only offer exchanges for faulty or damaged items. If you want a different design or product, please place a new order.
8. Contact Us
If you have any questions about our returns or refunds process, please get in touch:
Custom Designs
38 Sutton Court, George Street, Plymouth, PL1 4NJ
Email: sales@customdesignsplymouth.com