Refund policy
Personalised & Made-to-Order Products
The majority of products sold by Printed by Polly are personalised, bespoke or made to order.
Under the Consumer Contracts Regulations 2013, personalised and custom-made products are exempt from the standard 14-day cancellation period and therefore cannot be returned or refunded simply because you have changed your mind.
This includes, but is not limited to:
- Personalised matchboxes
- Wedding stationery
- Venue illustrations
- Personalised signs
- Beer mats
- Place cards
- Menus
- Custom artwork
- Personalised gifts
Order Cancellations
Orders may only be cancelled before production has begun.
Once design work, printing, assembly or production has started, cancellations cannot be accepted due to the bespoke nature of our products.
If you wish to cancel an order, please contact us as soon as possible at printedbypolly@outlook.com.
Proof Approval
Where digital proofs are supplied, it is the customer's responsibility to carefully check all wording, spelling, grammar, dates, addresses and other details before approval.
Once a proof has been approved, Printed by Polly cannot accept responsibility for any errors that were present on the approved artwork.
Replacement products or refunds will not be provided for customer-approved errors.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
Where a fault is confirmed, we will offer an appropriate remedy, which may include:
- A replacement item
- A partial refund
- A full refund
This will be determined on a case-by-case basis in accordance with your statutory rights.
Colour & Finish Variations
Every effort is made to accurately represent product colours and finishes.
However, slight variations may occur due to:
- Screen settings
- Printing processes
- Foil application
- Natural material variations
- Handmade production methods
Minor variations in colour, positioning or finish do not constitute a fault.
Delivery Delays
We are not responsible for delays caused by postal services, courier companies, customs processes or circumstances beyond our control.
Refunds will not be issued for delays once an order has been dispatched, unless required by law.
Lost Parcels
If your parcel has not arrived, please contact us and we will investigate with the courier.
Claims for lost parcels will be handled in accordance with the courier's claims process and timescales.
Event Date Responsibility
Customers are responsible for ensuring that all order details are correct and that orders are placed with sufficient time before their event. Printed by Polly cannot be held responsible for losses arising from orders placed too close to an event date or from delays caused by third-party delivery providers.
Contact Us
If you have any questions regarding this policy, please contact:
Printed by Polly
printedbypolly@outlook.com